customer service crm system in comment and analysis
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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... [23 Jan 2008]
Dear silicon.com... this little piggybacker, don't talk trash, analyse this...
Comment You can't fix customer service simply by buying a new CRM system. To name but one: how is the new CRM system going to fix the classic... [30 Aug 2007]
Editor's Blog: Banking on a human or computer?
Comment I would have mentioned CRM if I thought there was any point. Some of the customer service and customer satisfaction that we now take for granted online is downright... [21 Mar 2007]
Link up all parts of your business
Comment John Gledhill, global director of application product management at Lawson Software, which specialises in integrated CRM/ERP systems for medium-sized companies, says: "When deploying an integrated... [14 Mar 2007]
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... [08 Aug 2006]
CRM: Do you really know what it is?
Comment If businesses are trying to utilise the value of IT to increase their customer intimacy and serve their customers in an unforgettable and positive way then CRM (however much I dislike the term) must be... [30 May 2006]
Analysis: Can CRM help you make money?
Comment A quarter of all sales of Microsoft's CRM 3.0 product are now going into small companies, he says, where the mere fact of having all your customer data organised into one system - rather... [25 May 2006]
Analysis: CRM - get involved
Comment Giles Hutchins, head of the CRM practice with consultants Atos Origin, says: "A lot of CRM projects were run out of the sales or marketing department, where they just wanted to capture their... [23 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... [18 Apr 2006]
Will IP unify communications?
Comment He adds that in some instances, "Customers need new work flows, better CRM technology, improved integration to back office systems and cultural changes within the organisation. But Nick Applegarth, vice president of EMEA... [18 Feb 2005]
CRM on the comeback trail
Comment For example NTL has embedded components of our CRM product into its billing system to make it customer-centric rather than order- or product-centric," says Onyx's Trefonas. There is no... [28 Sep 2004]
Acronym soup: The fate of ERM, SRM... and more
Comment When the CRM, or customer relationship management, market was in its heyday, enthusiastic vendors and analysts proclaimed 'relationship management' as an axiom set to revolutionise the way companies... [08 Sep 2004]
Tell us about: Your best and worst call centre experiences...
Comment One told us, simply, that CRM is not about technology, it is about great customer service. Call centres aren't just an obvious way of doing customer relationship... [09 Apr 2003]
"I'm sorry but the computer's a bit slow today" - call centre angst in the 21st century
Comment Call centre agents usually depend on either bespoke applications or common packages from companies such as PeopleSoft, SAP or - the daddy of all the CRM players - Siebel. And besides the straightforward task of providing... [08 Apr 2003]
Brunel University's Business Class: Listen and get IT right
Comment It’s far more likely he’ll discuss the new customer-facing strategy and the CRM system that will be put into place to enable it. Note the recent CRM backlash. Ambulance... [14 Mar 2003]
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