Customer relationship management CRM

  • November 10, 2003 10 Nov'03

    Brief: Edocs targets telcos at the perfect time

    Its new telecommunications-specific customer service suite is out, just as a new federal regulation could lead to increased customer churn.

  • October 31, 2003 31 Oct'03

    A prescription for CRM change

    Users recently graded more than a dozen CRM vendors, and not a single one of them got an A.

  • October 20, 2003 20 Oct'03

    Peeling away the hosted hype

    Has hosted CRM really caught on with enterprise customers? Some view that claim with more than a bit of skepticism.

  • October 15, 2003 15 Oct'03

    Siebel gets acquisitions fever

    Two weeks after unveiling its own hosted software, the CRM market leader is buying out hosted provider UpShot. And that's not the only acquisition it made.

  • October 14, 2003 14 Oct'03

    New California privacy law could impede marketing

    A new state law aims at changing the way banks market to customers. Will it succeed? Peppers & Rogers investigates.

  • October 07, 2003 07 Oct'03

    Battle for small-market CRM looms large

    A small-market battle is on for the estimated 98% of businesses in North America that do not have CRM operations in place.

  • October 06, 2003 06 Oct'03

    Arm yourself for the e-service revolution

    Who wants customers tying up the contact center with questions they can answer on their own? E-service is here, but Peppers & Rogers found that not everyone is getting it right.

  • October 01, 2003 01 Oct'03

    D-day for 'do not call'

    Despite input from federal courts and agencies, industry groups, Congress, and the President, the "do not call" list is up in the air on the day it was scheduled to take effect.

  • September 23, 2003 23 Sep'03

    Have you outgrown homegrown CRM?

    It may be time to ditch that do-it-yourself CRM system. You may save money and valuable IT resources by switching over to packaged software.

  • September 15, 2003 15 Sep'03

    PeopleSoft announces new tools, knocks Ellison

    At its annual user event, PeopleSoft laid out an enhanced support plan, introduced four new tools to automate software management and took a few digs at its favorite foe.

  • August 15, 2003 15 Aug'03

    Making sense of CRM's vertical market mania

    The biggest CRM vendors are creating apps that appeal to a smaller set of users in individual industries. How do their strategies differ, how much will this extra expertise cost you, and what does the vertical trend mean for the current crop of ...

  • August 13, 2003 13 Aug'03

    Peppers & Rogers to be acquired

    The CRM strategy consultancy is joining the Carlson Marketing Group but isn't losing its well-known name.

  • August 06, 2003 06 Aug'03

    Leading companies get serious about measuring customer value

    Peppers and Rogers talked to executives from different industries on how they have embarked on their own specific customer-value journey.

  • August 01, 2003 01 Aug'03

    Siebel scores with HP rollout

    Chalk up a big customer win for Siebel. One year after its merger with Compaq, HP is standardizing on Siebel and deploying thousands of CRM seats.

  • July 14, 2003 14 Jul'03

    Q&A: Acquisitions veteran weighs in on keys to success

    When it comes to mergers and acquisitions, CRM software vendor Kana Software Inc. is ahead of the current industry trend. It has integrated nine companies into its ranks during the past several years. As the proposed Oracle/PeopleSoft merger looms ...