CRM News:

A New Approach to Customer Data Integration, Part 2
March 31, 2005

Customer data integration is becoming important for enterprises who want to acquire and retain customers. Last week, we took a look at how to create neutral, enterprise-wide customer data models and rules-bases frameworks. This week, we'll examine why CDI systems need to ensure cell-level survivorship, manage different data types, and provide proper tools for all users.

Software Converts Data into Visual Maps
March 17, 2005

The theory goes that each side of the brain controls a distinct mode of thinking: holistic and synthesizing on the right and logical and sequential on the left. Many people believe that they lean to one side or the other in their approach to learning and doing.

The Changing Face of Selling
March 16, 2005

Sales systems are a regular feature of the CRM suite, and if you didn't know better you might think that garden-variety sales force automation (SFA) is about the only thing you need. That might have been true a few years ago, but we're seeing that changes in markets and economies can have a great effect on what we sell and how we sell it.

The Rise of Enterprise Portals
March 07, 2005

The demand for enterprise portals -- software that connects the applications at work inside a company -- will be strong for the next five years, according to "Two Technologies, One Direction: How CRM and Enterprise Portals Can Coexist," a recent report by IDC.

J.D. Edwards Stays in Oracle Fold - for Now
February 15, 2005

Prior to Oracle's announcement of its PeopleSoft integration road map, there were rumors that it would shed J.D. Edwards & Co., a business purchased by PeopleSoft in 2003. The unit, considered a poor fit for Oracle because its software products focus on IBM technology, became a hot topic of conversation for industry watchers.

The Truth About SAP Integration
February 11, 2005

In discussing weight or golf scores it's easier to exaggerate the positive than to tell the truth. The same holds true when it comes to SAP ERP integrations. Integrating to any ERP system is hard work, but SAP integration around meaningful business processes can be very challenging.

SAP and Microsoft Focus on Integration
January 14, 2005

While all eyes were focused on Oracle closing the PeopleSoft deal this week, a series of announcements from SAP and Microsoft may prove to be even more significant to the IT industry overall and to CRM specifically in the long term.

HP Adds Utility to OpenView
November 30, 2004

Hewlett-Packard on Monday unveiled network management software developed from tools it acquired when it bought Novadigm and Consera Software earlier this year. OpenView Automation Manager is part of HP's plan to build a set of individually available components as a replacement for the unwieldy Utility Data Center, which HP discontinued in September.

Building Reliable Customer Data Tools
October 26, 2004

In the last few years, enterprises have added several tools to their IT data integration toolbox. But most of these companies have not achieved a simple goal: creating reliable, unified views of their customers. Recently companies have turned to three common technologies to create solutions for customer data integration.

Enterprise Vendors' Mac Push: Opportunity or Opportunism?
July 01, 2004

Several enterprise vendors this week announced expanded or new certifications and support for Apple's Safari Web browser and Unix-based OS X platform, including NetSuite, Oracle and PeopleSoft. These announcements followed Apple's sale of a supercomputer cluster to COLSA to be used in military research, and the release of more enterprise-friendly Apple Remote Desktop 2.

Apple, PeopleSoft Partner on Enterprise Push
June 30, 2004

On Wednesday, ERP vendor PeopleSoft announced plans to certify its Enterprise One 8.94 suite for Apple's Safari Web browser in the fourth quarter of 2004. PeopleSoft's Enterprise One is primarily used in the manufacturing and service industries and deploys as a modular Web-based suite of applications for managing and supporting physical assets. PeopleSoft already has certified its PeopleTools 8.21 and 8.45 for Safari.

Siebel's Keith Raffel on Serving OnDemand CRM
June 29, 2004

In 1997, Keith Raffel founded UpShot Corporation, the first company to offer Web-based, hosted sales-force automation and CRM. In this exclusive interview with Raffel, now vice president of Siebel CRM OnDemand, he told CRM Buyer about how OnDemand evolved, how the company is positioning the solution for the marketplace and how OnDemand has become a critical part of the company's direction.

EmergeCore Targets Small Biz with CRM Upgrade
June 18, 2004

EmergeCore Networks announced Thursday that it is shipping a CRM upgrade for its "IT in a Box IT-100" network appliance. The upgrade is free for existing owners of the IT 100, while new purchasers of the IT 100 or future IT in a Box models will also get the CRM software gratis. The company's IT 100 is a Linux-based network appliance aimed primarily at small businesses.

Healthcare CRM in 150 Days
June 15, 2004

At Blue Cross-Blue Shield of Rhode Island, the numbers told the story: About 180 customer-service reps were using old "green screen" technology. With dumb terminals connected to a claims-processing system, trying to handle a total of 900,000 calls per year. Each call took about 10 minutes, and customers were kept on hold while reps navigated through as many as 30 screens.

RightNow Lands 170 Systems Deal
June 10, 2004

Hosted CRM vendor RightNow Technologies announced earlier this week that solutions and services provider 170 Systems has deployed RightNow Service to increase the quality, speed and resource efficiency of its technical support operations. Based in Bedford, Massachusetts, 170 Systems provides solutions for companies using Oracle environments.

Can You Trust Your CRM Data?
June 08, 2004

It's time to leave behind the hype of each new application release and get fundamental about what you are doing with your CRM strategies in the first place. Here's the bottom line: You will only be able to reach your goals if the processes that feed your CRM applications with verifiable, reliable, real data are functioning.