Customer relationship management CRM

  • January 22, 2008 22 Jan'08

    Creating Customer Value: A series with Peppers and Rogers

    Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy.

  • December 20, 2007 20 Dec'07

    NetSuite hits the Street

    Software as a Service (SaaS) continues to pay off for companies that use the model. NetSuite becomes the third SaaS vendor to go public, raising $161 million in its IPO.

  • December 06, 2007 06 Dec'07

    SaaS CRM making millions

    With expected to reach one million subscribers and NetSuite preparing to raise nearly $100 million this month, on-demand CRM is going strong.

  • October 25, 2007 25 Oct'07

    SaaS CRM taking a new vertical approach

    On-demand CRM vendors are building out configurable templates and looking to partners and customers to build out industry-specific functionality and round out their applications.

  • October 23, 2007 23 Oct'07

    Microsoft taking partner hosting international

    With a Microsoft-hosted, SaaS version of Dynamics Live set to launch in the U.S. this quarter, Microsoft is bulking up its partner hosting program abroad and slashing costs.

  • October 05, 2007 05 Oct'07

    A CRM business case can ensure success post-implementation

    Businesses that take the time to build a business case and carefully measure ROI have better success with their CRM projects, according to Gartner.

  • September 27, 2007 27 Sep'07

    SOA muddying the CRM buy vs. build dilemma

    Buy versus build is no longer an either/or question, thanks to SOA. An analyst at the Gartner CRM Summit outlined the way SOA is changing CRM for vendors and customers.

  • September 07, 2007 07 Sep'07

    Government warming to on-demand CRM

    Advances in security and integration, as well as general acceptance of the model, has public agencies turning to Software as a Service.

  • July 09, 2007 09 Jul'07

    Voices of CRM: Sheryl Kingstone on mobile CRM

    Sheryl Kingstone, director for customer centric strategies at the Yankee Group, discusses deploying mobile CRM applications, choosing between your CRM vendor or partner applications and best practices.

  • June 28, 2007 28 Jun'07

    Gartner: Customer service a six-step process

    Companies that want to become more customer-centric need to view customer service as a set of connected processes not an individual event, one Gartner analyst says.

  • June 12, 2007 12 Jun'07

    SMBs moving to mobile CRM

    New releases from on-demand CRM vendors and a willingness to spend has small businesses and mobile CRM coming together.

  • April 27, 2007 27 Apr'07

    Gartner analyst: CRM implementation is never done

    At the CRM Association Conference in Atlanta, the team had a chance to catch up with Gareth Herschel, research director at Gartner Inc. In May, is focusing on the challenges involved with deploying CRM, so we asked Gareth...

  • April 04, 2007 04 Apr'07

    E-service, e-commerce create call center challenges

    Online service means customer contacts are now more sophisticated and e-commerce advances mean customers expect to be recognized through all channels.

  • February 15, 2007 15 Feb'07

    Predictive analytics the first step to customer centricity for Bon-Ton

    Hoping to gain a better understanding of its customers at a local level, the Bon-Ton Stores has deployed predictive analytics from SPSS.

  • February 07, 2007 07 Feb'07

    CRM software rankings tell a familiar tale

    Siebel and SAP remain the leading enterprise CRM products, but midmarket players like, RightNow and Microsoft are gaining ground, Forrester says.