crm customer relationship management in comment and analysis
RSS crm customer relationship management in comment and analysis
The CIO shopping list
Comment On the software side investment is dominated by enterprise resource planning (ERP) and customer relationship management (CRM), with just over a third of CIOs spending on both those areas in 2008. Pressure to justify IT budgets and get better value... [26 Mar 2008]
The truth about software as a service
Comment A few years ago Salesforce.com released its Off-line Edition for its popular customer relationship management (CRM) product. But there is a problem, even more than for a CRM system: being unable to access a word processor from an internet-less... [23 Jan 2008]
BI for all
Comment Organisations are capturing and storing data from a multitude of sources such as enterprise resource planning (ERP) and customer relationship management (CRM) systems - and are also seeing a proliferation in unstructured formats such as text... [18 Jul 2007]
Why don't we talk anymore?
Comment The CRM revolution made it clear that companies must continually strive to improve their communication and relationship with their customers. Our research shows that you get problems with inaccurate customer records because some people just don't... [06 Mar 2007]
Quocirca's Straight Talking: Why is customer service so hard?
Comment A briefing with a supplier of specialist call centre software the other week gave rise to an interesting complaint about what organisations want from CRM (customer relationship management). This I think encapsulates many of the traditional problems... [17 Nov 2006]
Leader: Why CRM fails to deliver
Leader The simple answer is that too many companies still approach CRM as a technology project that will magically build a deep relationship between a business and its customers, when in fact good customer service is more about a change in culture and... [08 Aug 2006]
Will's Web Watch: Losing my Virginity
Comment When it comes to customer service a lot of companies have embraced the benefits offered by technology - from customer relationship management (CRM) systems in call centres to email helpdesks and online order/item tracking functionality. [26 Jun 2006]
Analysis: Can CRM help you make money?
Comment Clear business planning is key to making sure you get back what you spend on customer relationship management projects, says Ron Condon. Two years ago, a survey by the Economist Intelligence Unit of 370 businesses of all sizes revealed that only 15... [25 May 2006]
Analysis: CRM - get involved
Comment When the dot-com bubble burst at the beginning of the decade, a lot of customer relationship management projects came to a grinding halt or just faded away. Giles Hutchins, head of the CRM practice with consultants Atos Origin, says: "A lot of CRM... [23 May 2006]
CRM: Hosted vs packaged - which to choose?
Comment Hosted customer relationship management (CRM) software has been remarkably resilient. 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. [02 May 2006]
Q&A: SAP CEO Henning Kagermann
Comment But the more you come from this type [of system] to the core of CRM [customer relationship management], the more difficult it will become to do it on-demand. I have not met such a customer. But if I met such a customer, I would tell him that over... [18 Apr 2006]
Leader: Can your IT department turn into an iPod?
Leader And it may find it hard to push beyond its customer relationship management (CRM) roots, even though executives at the company argue it has simply proved its on-demand model using CRM, and can use the same model on any application. [15 Sep 2005]
Short-term planning drives IT purchases for SMEs
Comment In keeping with this approach, he also uses hosted services for tasks like customer relationship management (CRM), instead of software applications loaded on his own servers. This helps him to keep his IT payments regulated and his management... [10 Mar 2005]
Leader: Self-service? Feign that old-fashioned phone
Leader RightNow Technologies CEO Greg Gianforte said as much when visiting silicon.com a couple of weeks ago, pointing to knock-on effects of using his brand of customer relationship management. That's the promise of some vendors touting self-service CRM... [23 Nov 2004]
Quocirca's Straight Talking: IT too arrogant?
Comment It is also correct that much business activity is sufficiently generic to merit the use of pre-fabricated software packages, such as enterprise resource planning (ERP) and customer relationship management (CRM) applications. [15 Oct 2004]
