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CRM BUYER SPECIAL REPORT

Why CRM Just Keeps on Ticking

The market has declared CRM dead any number of times over the years. The most recent pronouncement came when iconic Siebel was purchased by Oracle. If the market maker couldn't stay afloat, then what hope did other vendors have? To be sure, there is something to that doleful reasoning: Few expect th...

CRM BUYER SPECIAL REPORT

Small Businesses Save by Outsourcing IT

For companies with average revenues of $8.26 billion, the average IT budget hovers around $28.21 million, according to a Gantry Group survey. Given those numbers, small and medium-sized enterprises may wonder how they can compete in reliable and innovative information technology. But for a company w...

CRM BUYER SPECIAL REPORT

Survey Shows Hospitals Getting Wired

Just as technology has changed the landscape of corporate environments, it is predicted to transform how medicine is done, according to a recent survey. The 2004 Most Wired Survey and Benchmarking Study was conducted by Hospitals & Health Networks, a publication put out by the American Hospital ...

CRM BUYER SPECIAL REPORT

Eldercare Turns to CRM To Improve Service

With facilities in 25 states and the District of Columbia, Beverly Enterprises is among the largest providers of eldercare in the U.S. Through its Beverly Healthcare division, it provides 367 skilled nursing homes and 19 assisted living facilities. Ninety of its facilities have Alzheimer's Disease c...

CRM BUYER SPECIAL REPORT

The Battle To Rule the Hosted-CRM Roost

Wednesday's salesforce.com IPO offered a rare opportunity for smaller CRM companies to elbow their way into the media spotlight. Many of these competitors claimed that they were taking customers away from the now-public company's customer entourage. Although a salesforce.com spokesperson said that t...

CRM BUYER SPECIAL REPORT

Oracle Flaw Underscores Enterprise Software Security Risks

About three weeks ago, Oracle issued a security alert describing multiple SQL injection vulnerabilities in its E-Business Suite 11i and Applications 11.0. The alert carried the company's highest severity rating, which it associates with a flaw that is "high risk and requires little specialized knowl...

CRM BUYER SPECIAL REPORT

The Rise of Online Self-Service

As more consumers and businesses turn to the Internet not just for information, but as a way to run their daily errands, the need for more sophisticated customer service grows unabated. The old one-two punch of call-center representatives and an online Frequently Asked Questions (FAQ) page does not ...

CRM BUYER SPECIAL REPORT

Rules of Customer Class Warfare

It's an age-old slogan for companies: "We value your business." Thanks to customer relationship management (CRM) systems, many enterprises now can place a highly specific value on the worth of each customer's business. Like it or not, CRM systems allow companies to identify customer segments, or "ti...

CRM BUYER SPECIAL REPORT

Why Customers Are Still Angry

CRM software revenues are expected to reach $30 billion in the next several years, according to research firm Cahners In-Stat. Even so, CRM implementation projects are often cited for high failure rates. To avoid losing customers, these projects need to succeed in more dimensions than just company m...

CRM BUYER SPECIAL REPORT

Secrets of Killer Logistics

In creating a supply chain that serves a company's specific needs, it may seem as if hundreds of details must be examined to formulate an effective strategy. But in looking at nuances like transportation costs or the price of warehousing software, companies may be missing the big picture. There is n...

CRM BUYER SPECIAL REPORT

Outsourcing Customer Satisfaction

As part of cost-cutting measures, more companies are offshoring their tech-support divisions. Customers of companies like Hewlett-Packard, Microsoft, AOL and Dell regularly route their calls to overseas help desks, often located in India. Although training is available for these offshore personnel, ...

CRM BUYER SPECIAL REPORT

How Big Business Monitors the Enterprise

No matter how impressively a CRM or ERP application performs within a company, if it flunks with customers, it can become a staggeringly expensive piece of shelfware. To avoid this outcome, companies increasingly are purchasing software or services that monitor end-user interactions with application...

CRM BUYER SPECIAL REPORT

Beam Me My Order: Beyond Next-Day Delivery

As e-commerce companies hammer out ways to fulfill customer orders with greater speed and accuracy, more and more of them are offering same-day shipping. For a small e-tailer that processes only a few orders per day, taking this step is usually not difficult. But at a large company that receives sc...

CRM BUYER SPECIAL REPORT

Can Bill Gates Fix CRM?

In late 2002, Microsoft rolled out the first version of its CRM software. In the intervening year, the company reports, more than 1,000 companies have purchased the product and praised its ease of use and painless integration. Not all companies are so enthusiastic, however. Some report software glit...

CRM BUYER SPECIAL REPORT

Customer Retention: The Art of the Follow-Up

In today's business environment, most retail companies have an Internet presence, typically an e-commerce Web site where customers can buy products online. Considering the ubiquity of e-commerce, however, few companies seem to understand how to walk the fine line between enticing online customers to...

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