CRM News: CRM

SaaS: Bringing the Call Center Within a Small Company's Reach

Saturday - May 10, 2008

The software as a service trend is revolutionizing the call center industry, as companies of all sizes are now discovering the advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications such as integrated voice recognition, automatic call dialing, predictive dialing, workforce management and CRM are hosted on a shared platform in a data center and delivered to the agents via the Internet or dedicated network. [More...]

Speak to Me: Natural Language and CRM Applications

Friday - May 9, 2008

If you could clone your best agent hundreds or thousands of times over, you could ensure that each and every customer calling your contact center receives the same high-quality, friendly and informed response. In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service. [More...]

SAP Pushes Business Model Innovation With New BPM Tools

Wednesday - May 7, 2008

SAP will offer new business process and rules management capabilities for its NetWeaver service-oriented architecture platform. NetWeaver Business Process Management and NetWeaver Business Rules Management will allow companies to build or change business processes and rules without coding. [More...]

SAP's Mobile Awakening

Tuesday - May 6, 2008

SAP and Research In Motion announced last week that they were partnering to develop a native BlackBerry client to link to SAP CRM, and then, eventually, to the firm's other business applications. The move is a no brainer for SAP, writes Vinnie Mirchandani, an ex-Gartner analyst and founder of the advisory firm Deal Architect. [More...]

Meltdown to Breakout: Financial Services Overhaul Customer Service

Sunday - May 4, 2008

Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage. [More...]

SAP, RIM Team on CRM for the BlackBerry

Friday - May 2, 2008

SAP and Research In Motion are partnering to develop a mobile CRM application. The first output of this venture will be a native BlackBerry smartphone client that links SAP CRM with BlackBerry applications such as Email, Address Book and Calendar. To be precise, they are developing a native RIM client that will sit on the BlackBerry and communicate with Netweaver mobile. [More...]

SugarCRM Adds a New Layer of Functionality

Friday - May 2, 2008

SugarCRM has released version 5.1 of its open source CRM platform, building on functionality it debuted in last year's milestone 5.0 release, which included new development tools, a new Ajax e-mail client, and a new multi-instance on-demand architecture. [More...]

Content Integration: Cure for the Common CRM

Thursday - May 1, 2008

Pharmaceutical companies manage large quantities of content about their product lines. However, unlike other industries, the challenge of managing this information is exacerbated by regulatory and compliance demands and the need to manage information from multiple "touch points" across a diverse customer base including patients, healthcare providers and others. [More...]

Briefing Season: Novices and Ninjas

Wednesday - April 30, 2008

This is one of my favorite times of year because it's announcement season, the time when all sorts of vendors book briefings to tell me about what's new in their worlds. It has been a busy couple of weeks, and I expect the briefing deluge to continue for the rest of the quarter. I love this because I have a ringside seat to what's happening. [More...]

'C' Is for Collaboration

Tuesday - April 29, 2008

Fittingly, the Google-Salesforce.com tie-up is many things to many people. The message for the larger industry is that CRM has to make room for collaboration in its suite set, says Rebecca Wetteman, vice president of Nucleus Research. "It is no longer just about the workflow -- it is about getting the right people together to solve a problem or address an issue." [More...]

The BI Boom Part 2: New Twists

Monday - April 28, 2008

Combining in-memory data management, visual analytics, social networking and rich Internet applications, Software as a Service and open source software development, companies such as Advizor Solutions, Fractal Edge, Greenplum, LucidEra and others are filling what was an open niche in the BI marketplace, Gartner's BI research team has found. [More...]

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