CRM Buyer
http://www.crmbuyer.com
CRM Buyer -- "The Essential Guide for CRM System Purchasers"en-usCopyright 20072008-05-11T20:50:39-07:00ECT News NetworkECT News NetworkCRM Buyer -- "The Essential Guide for CRM System Purchasers"hourly12008-05-11T20:50:39-07:00CRM Buyerhttp://www.crmbuyer.com/images/rss/cad_100x36.jpg
http://www.crmbuyer.com
Software to Save the Contact Center, Part 1
http://www.crmbuyer.com/rsstory/62955.html
The call center, as an entity, has often been tasked with "making more with less." Customer expectations are rising, labor costs are rising, competition is rising. So what's going down? Budgets, frequently. But in the past, companies could rely on a high degree of spending from consumers and businesses.Tracey E. Schelmetic2008-05-11T04:00:00-07:00Software
The call center, as an entity, has often been tasked with "making more with less." Customer expectations are rising, labor costs are rising, competition is rising. So what's going down? Budgets, frequently. But in the past, companies could rely on a high degree of spending from consumers and businesses. The potential sales were there, they merely had to compete for them. Fast-forward to 2008 and, whether you agree the U.S. is at the beginning of a recession or not, it's impossible to pretend that the economy in general, and consumer and b-to-b pennies in particular, are not being pinched.
]]>2008-05-11T04:00:00-07:002008-05-09T15:39:15-07:00SaaS: Bringing the Call Center Within a Small Company's Reach
http://www.crmbuyer.com/rsstory/62929.html
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 are hosted on a shared platform in a data center and delivered to the agents via the Internet or dedicated network.Patrick Barnard2008-05-10T04:00:00-07:00Getting Started
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.
]]>2008-05-10T04:00:00-07:002008-05-09T16:03:29-07:00E-Commerce Web Services: Better, Faster, Cheaper
http://www.crmbuyer.com/rsstory/62882.html
Typically, new technologies tend to promise more than they deliver. That has not been the case with Web services, which are being integrated into just about every new e-commerce application. "Support for Web services has come from application vendors, application development tool suppliers and middleware vendors," said Jason Bloomberg, a managing partner with market research firm ZapThink.Paul Korzeniowski2008-05-10T04:00:00-07:00SOA
Typically, new technologies tend to promise more than they deliver. That has not been the case with Web services, which are being integrated into just about every new e-commerce application. "Support for Web services has come from application vendors, application development tool suppliers and middleware vendors," said Jason Bloomberg, a managing partner with market research firm ZapThink. The support has been widespread because Web services enable companies to simplify application design, deliver enhancements more quickly, and reuse software more easily.
]]>2008-05-10T04:00:00-07:002008-05-09T15:25:37-07:00Speak to Me: Natural Language and CRM Applications
http://www.crmbuyer.com/rsstory/62934.html
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.Bruce Pollock2008-05-09T04:00:00-07:00Software
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 -- especially when the product or services mix is complex. When properly designed and implemented, natural language speech recognition can reinforce your brand message and help lock in customer loyalty.
]]>2008-05-09T04:00:00-07:002008-05-08T15:54:38-07:00Optimizing the Contact Center as a Profit Center
http://www.crmbuyer.com/rsstory/62897.html
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer satisfaction goals and driving profits.Alan Hubbard2008-05-08T04:00:00-07:00Call Centers
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer satisfaction goals and driving profits. Sixty percent of companies surveyed in a recent Aberdeen report said they sell products, services or support in their contact centers in addition to handling their primary responsibilities.
]]>2008-05-08T04:00:00-07:002008-05-07T16:20:18-07:00The Forces Driving Financial Services to Sharpen CRM
http://www.crmbuyer.com/rsstory/62924.html
CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007.Rich Tehrani2008-05-08T09:29:58-07:00Financial Services
CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007. I recently got a chance to speak with Jason Rushforth, global vice president of financial services for CDC Software, about the direction the company is headed in the future.
]]>2008-05-08T09:29:58-07:002008-05-08T10:14:16-07:00SAP Pushes Business Model Innovation With New BPM Tools
http://www.crmbuyer.com/rsstory/62906.html
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.Jason Z. Cohen2008-05-07T08:57:03-07:00BPM & BPO
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. "Industry boundaries are blurring," SAP CEO Henning Kagermann said during his keynote speech Tuesday at the company's Sapphire conference for its customers. "Business model innovation is important -- it's more important than product innovation."
]]>2008-05-07T08:57:03-07:002008-05-07T08:57:32-07:00The Dawn of Social Networking 2.0
http://www.crmbuyer.com/rsstory/62896.html
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community.Denis Pombriant2008-05-07T04:00:00-07:00Strategy
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community. There's at least one place, though, where community-oriented techniques not only work, but also can have a lot to do with profit and loss. I am referring to the forecast -- not just the revenue forecast, but the business forecast. What's the difference? Glad you asked.
]]>2008-05-07T04:00:00-07:002008-05-06T14:32:32-07:00SAP's Mobile Awakening
http://www.crmbuyer.com/rsstory/62880.html
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.Erika Morphy2008-05-06T04:00:00-07:00Blogosphere
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. "Salespeople are inherently mobile so it is good to see this from SAP. salesforce.com, Microsoft Dynamics CRM and others have offered the feature for a while," he wrote.
]]>2008-05-06T04:00:00-07:002008-05-06T08:01:29-07:00CEOs: Change Will Be Permanent in Future Enterprise
http://www.crmbuyer.com/rsstory/62893.html
Chief executive officers worldwide believe major change is coming to the global economy and their businesses, according to IBM's biennial study of CEOs. The executives are are also eager to find ways to keep happy consumers who are increasingly information-savvy and who expect the businesses they buy from to be more socially responsible and green.Keith Regan2008-05-06T14:24:21-07:00Boardroom
Chief executive officers worldwide believe major change is coming to the global economy and their businesses, according to IBM's biennial study of CEOs. The executives are are also eager to find ways to keep happy consumers who are increasingly information-savvy and who expect the businesses they buy from to be more socially responsible and green. The technology giant billed its Global CEO Study as the largest effort ever undertaken to gather the thoughts and concerns of chief executives around the world.
]]>2008-05-06T14:24:21-07:002008-05-06T14:23:44-07:00Loopt's Brian Knapp: Mapping Out a Proactive Privacy Strategy
http://www.crmbuyer.com/rsstory/62854.html
Loopt has taken friend connections to a new level. The startup's mobile social mapping application not only allows users to see where their friends are on a map, but also lets them text each other within the app and share photos. Since Loopt's beginnings, the company has been proactive in setting high standards for user privacy.Rachelle Crum2008-05-06T04:00:00-07:00ECT News Exclusives
Loopt has taken mobile mapping to a new level. The startup's application not only allows users to see where their friends are on a map, but also lets them text each other within the app and share photos. Since Loopt's beginnings, the company has been proactive in setting high standards for user privacy. For instance, Loopt is a closed network and therefore only allows users to share their locations with specified friends. It also has reached out to multiple privacy groups for their guidance on navigating the privacy terrain.
]]>2008-05-06T04:00:00-07:002008-05-06T13:09:17-07:00Confessions of a (Former) IT Scoundrel
http://www.crmbuyer.com/rsstory/62887.html
Thinking of doing business with my company? You should proceed with caution. I've made mistakes, and some of my clients have suffered because of them. My 10-person firm sells popular business software and then provides services such as consulting, training, support and customizations. We have more than 500 clients. Most are happy, but some are not. The unhappy ones are not to blame.Gene Marks2008-05-06T09:21:54-07:00Customer Loyalty
Thinking of doing business with my company? You should proceed with caution. I've made mistakes, and some of my clients have suffered because of them. My 10-person firm sells popular business software and then provides services such as consulting, training, support and customizations. We have more than 500 clients. Most are happy, but some are not. The unhappy ones are not to blame. Their dissatisfaction is almost always my fault. In the effort to get a sale, and sometimes long after the sale, I've made errors in judgment.
]]>2008-05-06T09:21:54-07:002008-05-06T09:25:54-07:00
The call center, as an entity, has often been tasked with "making more with less." Customer expectations are rising, labor costs are rising, competition is rising. So what's going down? Budgets, frequently. But in the past, companies could rely on a high degree of spending from consumers and businesses. The potential sales were there, they merely had to compete for them. Fast-forward to 2008 and, whether you agree the U.S. is at the beginning of a recession or not, it's impossible to pretend that the economy in general, and consumer and b-to-b pennies in particular, are not being pinched.
]]>
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.
]]>
Typically, new technologies tend to promise more than they deliver. That has not been the case with Web services, which are being integrated into just about every new e-commerce application. "Support for Web services has come from application vendors, application development tool suppliers and middleware vendors," said Jason Bloomberg, a managing partner with market research firm ZapThink. The support has been widespread because Web services enable companies to simplify application design, deliver enhancements more quickly, and reuse software more easily.
]]>
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 -- especially when the product or services mix is complex. When properly designed and implemented, natural language speech recognition can reinforce your brand message and help lock in customer loyalty.
]]>
Traditionally, the contact center has been a cost center. However, with the contact center transforming into a profit center, the selling of products and services has emerged as an opportunity for the center to improve agent and customer interaction. Yet the challenge will be balancing customer satisfaction goals and driving profits. Sixty percent of companies surveyed in a recent Aberdeen report said they sell products, services or support in their contact centers in addition to handling their primary responsibilities.
]]>
CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007. I recently got a chance to speak with Jason Rushforth, global vice president of financial services for CDC Software, about the direction the company is headed in the future.
]]>
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. "Industry boundaries are blurring," SAP CEO Henning Kagermann said during his keynote speech Tuesday at the company's Sapphire conference for its customers. "Business model innovation is important -- it's more important than product innovation."
]]>
I have been investigating the possibility that social networking is something that can be used inside an organization -- "intra-organizationally," as my bureaucratic friends might say. That should really be no surprise -- the entire employee base is a natural community. There's at least one place, though, where community-oriented techniques not only work, but also can have a lot to do with profit and loss. I am referring to the forecast -- not just the revenue forecast, but the business forecast. What's the difference? Glad you asked.
]]>
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. "Salespeople are inherently mobile so it is good to see this from SAP. salesforce.com, Microsoft Dynamics CRM and others have offered the feature for a while," he wrote.
]]>
Chief executive officers worldwide believe major change is coming to the global economy and their businesses, according to IBM's biennial study of CEOs. The executives are are also eager to find ways to keep happy consumers who are increasingly information-savvy and who expect the businesses they buy from to be more socially responsible and green. The technology giant billed its Global CEO Study as the largest effort ever undertaken to gather the thoughts and concerns of chief executives around the world.
]]>
Loopt has taken mobile mapping to a new level. The startup's application not only allows users to see where their friends are on a map, but also lets them text each other within the app and share photos. Since Loopt's beginnings, the company has been proactive in setting high standards for user privacy. For instance, Loopt is a closed network and therefore only allows users to share their locations with specified friends. It also has reached out to multiple privacy groups for their guidance on navigating the privacy terrain.
]]>
Thinking of doing business with my company? You should proceed with caution. I've made mistakes, and some of my clients have suffered because of them. My 10-person firm sells popular business software and then provides services such as consulting, training, support and customizations. We have more than 500 clients. Most are happy, but some are not. The unhappy ones are not to blame. Their dissatisfaction is almost always my fault. In the effort to get a sale, and sometimes long after the sale, I've made errors in judgment.
]]>