Wed, 1 Sep 2010 23:00:00 EDT
Mobile CRM not just for SFA anymore
The ubiquity of smartphones and consolidation like SAP's acquisition of Sybase could mean a shot in the arm for mobile CRM.
 
Sybase - SAP - SAP AG - Customer relationship management - ERP |
Wed, 1 Sep 2010 23:00:00 EDT
Voices of CRM: Contact center satirist Greg Levin
Is the contact center a funny place? It has that potential says Greg Levin, who writes contact center parody songs and has recently penned a book on call center best practices.
Customer relationship management - Call centre - Business - Financial services - United States |
Tue, 31 Aug 2010 23:00:00 EDT
Forrester: Decentralized approach to customer data analytics the norm
Most companies decentralize customer data analytics teams, but a centralized approach better ensures that analytics expertise is shared company-wide, according to Forrester Research.
Forrester Research - Business - Data mining - Decentralization - Customer Management |
Sun, 29 Aug 2010 23:00:00 EDT
SAP's Sybase deal requires customers to update their mobile CRM strategy
SAP’s acquisition of Sybase means new things to consider when planning a long-term mobile CRM strategy. Find out what the acquisition means for mobile CRM.
Sybase - SAP - SAP AG - ERP - Consultants |
Thu, 26 Aug 2010 23:00:00 EDT
Increase the success of data governance programs from the bottom up
Data governance programs are often overlooked, pushed aside and just plain ignored through a lack of executive interest and funding. But some technology professionals are making the most of the situation.
Data governance - Technology - Business - Master Data Management - Data Warehousing |
Wed, 25 Aug 2010 23:00:00 EDT
Running customer service on Facebook takes tools and training
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.
Facebook - RosettaStone - Customer service - Business - Social network |
Tue, 24 Aug 2010 23:00:00 EDT
The fine print from the SAP-Sybase roadmap
While the big news at the SAP-Sybase event centered around the combined mobile platform there were a few other interesting tidbits, particularly in the “deep dives” held after lunch.
Sybase - SAP - ERP - Consultants - SAP AG |
Mon, 23 Aug 2010 23:00:00 EDT
Creating an advanced data analytics business culture: Tips and advice
Data analytics can help drive better business decisions, according to users and analysts. But creating an analytics business culture usually requires high-level executive support.
Business - Data analysis - Databases - Data mining - Data Warehousing |
Thu, 19 Aug 2010 23:00:00 EDT
Newly combined SAP and Sybase could mean big trouble for Oracle
SAP and Sybase are making a big play for Oracle database and business applications customers, according to industry experts.
Sybase - SAP AG - Databases - SAP - Oracle Database |
Wed, 18 Aug 2010 23:00:00 EDT
SAP-Sybase will deliver combined mobile development platform in nine months
SAP today revealed its plans for Sybase, its newly acquired subsidiary, that will allow developers to build mobile applications that can access data from SAP's applications on any device.
Sybase - SAP - SAP AG - ERP - Consultants |
Sun, 15 Aug 2010 23:00:00 EDT
Is IBM delving deeper in to CRM?
For years, IBM has worked around the periphery of CRM. With its acquisition of Unica that may have changed.
IBM - Unica - Business - Hardware - Marketing |
Thu, 12 Aug 2010 23:00:00 EDT
IBM buys Unica, gets into marketing automation
Big Blue is digging deeper into the CRM market with the acquisition of Unica for $480 million, building on its Coremetrics and Sterling Commerce deals.
Unica - IBM - Sterling Commerce - Coremetrics - Business |
Mon, 9 Aug 2010 23:00:00 EDT
iPad for CRM finds a start in mobile field service
One furniture maker is rolling out the iPad with its delivery team, to improve the customer experience, go paperless and create efficiencies.
Customer relationship management - Customer experience - Business - Customer service - IPad |
Wed, 4 Aug 2010 23:00:00 EDT
Seeking speedy resolution to TomorrowNow case, SAP offers to pay up
Seeking to limit the length and scope of a trial, SAP said today that it would pay Oracle for TomorrowNow’s wrongdoing.
TomorrowNow - SAP AG - SAP - Oracle Corporation - Oracle |
Mon, 2 Aug 2010 23:00:00 EDT
Effective self-service CRM requires cross-channel consistency
Running an effective customer self-service program means providing consistency across all customer touch-points.
Business - Customer relationship management - Customer service - selfservice - Education and Training |
Mon, 2 Aug 2010 23:00:00 EDT
Five mistakes to avoid when implementing self-service CRM
When launching a customer self-service CRM initiative, it's important to avoid these five common pitfalls.
Customer relationship management - Business - Customer service - Self service - E-Commerce |
Mon, 2 Aug 2010 23:00:00 EDT
Look within when staffing customer self-service programs
Self-service doesn't mean hands-off. Successful self-service and social CRM efforts require committed employees to manage, monitor and develop content.
Business - Customer relationship management - Customer service - selfservice - Education and Training |
Wed, 28 Jul 2010 23:00:00 EDT
Selecting self-service CRM software means looking in many places
Self-service software encompasses a wide range of technologies. Finding the right system to serve your needs -- and your customers' -- demands careful consideration.
Customer relationship management - Business - Marketing - Self service - E-Commerce |
Tue, 27 Jul 2010 23:00:00 EDT
Google gets in the CRM game
The most popular search term on Google Apps Marketplace is CRM. We've been wondering for a while, will now be the time Google becomes a CRM player?
Google - Searching - Search Engines - Google Apps Marketplace - Companies |
Sun, 25 Jul 2010 23:00:00 EDT
Voices of CRM: Jill Dyché on making the case for CRM analytics
In this podcast, Jill Dyché offers the dos and don'ts of making the business case for CRM analytics.
Business - Customer relationship management - Jill Dyché - E-Commerce - CRM |
Tue, 20 Jul 2010 23:00:00 EDT
Do email marketing and email service skills translate to social?
Some email marketing and email service skills translate well to social CRM efforts --but not all, experts warn.
email marketing - Customer relationship management - Marketing - Business - Marketing and Advertising |
Mon, 19 Jul 2010 23:00:00 EDT
Avaya overhauls contact center suite, includes Nortel functionality
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
Avaya - Nortel - Business - Canada - Unified communications |
Mon, 19 Jul 2010 23:00:00 EDT
Successful social media analytics requires commitment, experimentation
To get social media analytics right, companies should be prepared to experiment with multiple technologies and approaches.
Social media - Business - Marketing and Advertising - Internet Marketing - Online Communities |
Sun, 18 Jul 2010 23:00:00 EDT
Workforce optimization software: Not just for the call center anymore
Learn how one company is using workforce optimization software in the back office to improve processes and customer satisfaction.
Call centre - Customer satisfaction - Business - Customer Management - Business Services |
Thu, 15 Jul 2010 23:00:00 EDT
Execute data quality improvement projects with senior-level thinking
Executing data quality improvement projects is largely a matter of analysis, planning and learning how to work the system, say experts.
Data quality - Databases - Data Warehousing - Data Integrity and Cleansing Tools - Business |
Wed, 14 Jul 2010 23:00:00 EDT
Data quality management helps U.K. gas giant ensure public safety
A strong focus on data quality management is helping one U.K. firm ensure safety as it executes a major gas pipe replacement project.
Data quality - Business - Public safety - Databases - Data Warehousing |
Wed, 14 Jul 2010 23:00:00 EDT
Sword Ciboodle software demonstration
In this short software demonstration, Sword Ciboodle shows off its new Crowd application for social CRM and how it integrates with its contact center software.
Customer relationship management - Business - Call centre - Telecommunications - Call Centers |
Wed, 14 Jul 2010 23:00:00 EDT
Vendors push social media analytics, but some question the technology’s readiness
Social media analytics promises to help companies glean insights from blog posts and Tweets, but the underlying technology is a work in progress.
Social media - Technology - Business - Marketing and Advertising - Internet Marketing |
Tue, 13 Jul 2010 23:00:00 EDT
What does the future hold for CRM university programs?
The University of Toronto' has launched a new CRM center for excellence but CRM in education has a checkered past. Are things different now?
University of Toronto - Education - Canada - Colleges and Universities - Ontario |
Mon, 12 Jul 2010 23:00:00 EDT
Fight data quality problems with business people, expert advises
Attacking the root of data quality problems means teaching non-IT workers to adopt new ways of thinking about information, says one expert.
Data - Business - Data quality - Database - Data Warehousing |
