Customer relationship management CRM
- November 10, 2003
Its new telecommunications-specific customer service suite is out, just as a new federal regulation could lead to increased customer churn.
- October 31, 2003
Users recently graded more than a dozen CRM vendors, and not a single one of them got an A.
- October 20, 2003
Has hosted CRM really caught on with enterprise customers? Some view that claim with more than a bit of skepticism.
- October 15, 2003
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
A new state law aims at changing the way banks market to customers. Will it succeed? Peppers & Rogers investigates.
- October 07, 2003
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
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
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
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
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
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
The CRM strategy consultancy is joining the Carlson Marketing Group but isn't losing its well-known name.
- August 06, 2003
Peppers and Rogers talked to executives from different industries on how they have embarked on their own specific customer-value journey.
- August 01, 2003
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
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 ...