- January 03, 2007
CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner.
- November 09, 2006
Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.
- August 04, 2005
SSA Global will initially focus on selling Epiphany CRM to its existing customer base and that could spell bad news for Epiphany customers, according to one analyst.
- July 12, 2005
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.
- May 23, 2005
When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.
Sponsored by Microsoft - The ability to quickly and accurately leverage insights and intelligence is becoming more and more critical for organizations looking to create personalized and differentiated experiences for customers, employees and everyone else across their supply chains and ecosystems. See More
Sponsored by Microsoft - With Microsoft Dynamics 365, organizations can leverage an integrated portfolio of business applications designed to work together to seamlessly transform and modernize customer experience (CX) and engagement. See More
Sponsored by Microsoft - Customer service is often the most important factor in determining brand loyalty, customer satisfaction and long-term customer relationships. Globally, 90% of consumers believe customer service is important in the choice of a brand, and 58% say they will sever a relationship with a business due to poor customer service, according to Microsoft research. See More
Sponsored by Microsoft - In today’s world of ubiquitous, always-on, always-available digital connectivity, nothing is more critical than customer experience (CX). If you are not meeting the needs of customers, they can do a quick search and be engaged with a competitor in minutes. If that competitor is more adept at fulfilling—and anticipating—customer needs, you risk not only losing the immediate business but, worse, the ongoing customer relationship. See More
- December 30, 2004
Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."
- December 01, 2004
Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.
- September 23, 2004
A successful PRM initiative requires tools that your partners want to use and business processes that are aligned with their needs.
- June 23, 2004
After a delay, Salesforce.com debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.
- April 14, 2004
After several acquisitions and continued growth, the shipping giant absolutely, positively needed a better way to listen to its customers.
- January 28, 2004
Vendors like SAP are touting the potential benefits of integrating RFID with CRM initiatives. But are any visionaries turning that talk into action?
- November 21, 2003
New social-networking applications designed to close deals are based on the premise that every salesperson has a Kevin Bacon or two in their lives, but just need help finding them.
- November 11, 2003
This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.
- November 03, 2003
The new software designed to help Marriott manage bookings will eventually roll out to others in the hospitality industry as part of Siebel 7.7.
- July 18, 2003
This morning PeopleSoft completed its acquisition of J.D. Edwards, throwing another wrench in Oracle's takeover plans.
- September 10, 2002
The economy sliced e-mail-marketing projects from many budgets, but the purse strings may now be loosening. Insiders that Peppers & Rogers consulted say getting your campaigns to work requires monitoring, tracking and targeting.
- June 11, 2002
Corporate Information Factory (CIF)
- May 03, 2002
If you're scooping a data warehouse effort, spend the majority of your time understanding the source environment.
- January 07, 2002
- February 15, 2001 15 Feb'01
- August 10, 2000
Stephen Diorio, president of IMT Strategies, talks with SearchCRM about the impact rapidly changing technology will have on sales and marketing strategy and management over the next decade.