Leader
Leader: Why CRM fails to deliver
Technology isn't a magic cure for poor customer service

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CRM: Do you really know what it is?
There are those who would have us believe that buying software can make a company communicate more effectively with its customers - and there are those who point out that all the technology in the world won't make an ineffective company any better. Luke Mellors, IT director at hotel booking hub Expotel, sheds some light on the issue.

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Analysis: Can CRM help you make money?
Clear business planning is key to making sure you get back what you spend on customer relationship management projects.

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Analysis: CRM - get involved
Whatever the size of your business, if you're looking to roll out CRM, you must involve all parts of the organisation. Recent developments, though, do favour smaller players.

Leader
Leader: How to cut piracy overnight
Switching to software as a service would mean no CDs - and that would mean no piracy of enterprise software. But will the idea catch on?

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Quocirca's Straight Talking: How Linux is hurting Microsoft
Many enterprises use a mix of open source and proprietary software. But there's one place where Linux in particular threatens to impinge on Windows' dominance. Quocirca's Bob Tarzey explains.

Case Study
Staffordshire councils save millions by joining forces
Ten local government agencies in Staffordshire have teamed up to share their IT services - including CRM and VoIP - and as a result have seen significant cost savings.

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CRM: Hosted vs packaged - which to choose?
The mid-market is a hot spot for CRM vendors as many smaller companies are deploying software that used to be the preserve of larger enterprises. It is also a key battleground in the fight between hosted and on-premise software. What are the arguments for both approaches?

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Q&A: SAP CEO Henning Kagermann
Chief exec discusses on-demand applications, what the enterprise can learn from consumers and whether the 15-year veteran will still be around in two years.

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Q&A: Peter Yip, CEO of CDC Software
One of the few Chinese business leaders to float a Chinese internet firm on the Nasdaq, Yip talks about doing business in China, CRM, ERP and future acquisitions.

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Quocirca's Straight Talking: Is CRM still dead?
One of the more hyped technologies in recent years, CRM is going through some changes. Quocirca's Clive Longbottom describes his idea of a CRM system that would be a real help to the business - but it won't replace sorting out your corporate ethos.