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Salesforce Commerce Solution Guide
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 7, 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 1, 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 8, 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.
Report: SMB Opportunities Still Untapped
June 7, 2004
U.S. small- and medium-sized business (SMB) spending on enterprise software reached nearly $1 billion during 2003, according to a report authored by Access Markets International Partners. This includes SMB spending on customer-relationship management, sales-force automation, enterprise-resource planning and supply-chain management.
BEA Unveils Liquid Computing
May 26, 2004
At its eWorld customer conference Tuesday, BEA Systems introduced new products and services that support Liquid Computing, an initiative that builds on a Service-Oriented Architecture (SOA) foundation. Formerly named Project Sierra, Liquid Computing's goal is to improve interoperability between BEA products and other systems.
Microsoft TechEd Kicks into High Gear
May 25, 2004
At its TechEd conference Monday, Microsoft announced several tools and technologies aimed at developers and other IT professionals, including a developer tool called the Microsoft Office Information Bridge Framework. Since then, Microsoft has unveiled other initiatives during the conference as well, including an expanded security portfolio with Hewlett-Packard.
Why Customers Are Still Angry
May 20, 2004
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 metrics.
Witness Takes Bird's-Eye View of Contact Center
May 14, 2004
Customer-service managers are always looking for ways to boost agent productivity by shaving seconds off calls and increasing upsell rates. Now, Witness Systems claims its newly integrated visualization suite of software and services can help service managers gain a bird's-eye view of customer interactions.
Siebel Drafted for F-35 Fighter Program
May 11, 2004
CRM is not just for the private sector, and -- in a rather dramatic illustration of that fact -- Siebel Systems has announced that its business applications will help maximize the readiness of the new Lockheed Martin F-35 Joint Strike Fighter program. Use of commercial-off-the-shelf software, such as Siebel's product, is expected to increase overall weapons system availability.
IBM's Mid-Market Integration Express
May 6, 2004
Rapid growth of information technology among small and medium businesses (SMBs) with between 100 and 1,000 employees has not been lost on some major integration players, including Microsoft and IBM. With this week's launch of IBM WebSphere Business Integration Server Express, Big Blue is attempting to bring middleware to the masses.
BroadVision Upgrade Renews Core Strengths
April 23, 2004
BroadVision, a developer of self-service Web applications, has released QuickSilver 2.0. The new version represents a significant upgrade to the application, which lets content managers and Web designers create and publish lengthy and complex documents in multiple formats, such as HTML, PDF and PostScript.
IBM Bridges Gaps in WebSphere Apps
April 21, 2004
On Wednesday, IBM revealed plans to help its customers build "service-oriented architectures" (SOAs) -- sets of business processes that rely on reusable, standard interfaces to integrate applications internally as well as with external suppliers and customers. Additionally, the company announced new software and services designed to make IT infrastructures more modular and flexible.
Is CRM Feasible on Open Source?
April 15, 2004
As more companies explore the cost effectiveness and power of open-source platforms like Linux, questions are arising about the interoperability of major enterprise applications like CRM. But the integration process does not have to be a struggle to fit a square peg into a round hole. "It's certainly feasible," Aberdeen Group vice president Chris Selland told CRM Buyer.
Salesforce.com on the Custom CRM Frontier
April 14, 2004
Salesforce.com has announced the availability of Spring '04, a highly customizable on-demand CRM service. The company expects Spring '04 will fit well with its other CRM offerings. "It's a big myth that CRM can't be integrated or customized," salesforce.com chief marketing officer Tien Tzuo told CRM Buyer. "We've shown that it can be done."
SAP, Sun Unveil NetWeaver 2004
March 18, 2004
At the CeBIT conference in Germany, Sun Microsystems has announced the release of a variety of products and services that will complement SAP NetWeaver 2004, which was also launched at the conference. The move is the latest in an ongoing partnership between Sun and SAP.
Can Bill Gates Fix CRM?
March 10, 2004
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. As Microsoft refines its software in future upgrades, will the company be able to leap past CRM's biggest stumbling blocks?
IBM Boosts Middleware Portfolio with Trigo Buy
March 9, 2004
In the latest example of a small software firm with cutting-edge technology being scooped up by a big-name tech player, privately held Trigo Technologies has agreed to be acquired by IBM, where its technology will become part of Big Blue's burgeoning middleware portfolio.
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Salesforce Commerce Solution Guide
Has technology made transportation more or less safe?
Traveling by all modes of transportation has become riskier with each passing year.
In general, transportation safety has been improving steadily, despite some failures.
Some modes of transportation have been improving while others have become less safe.
We may have reached a tipping point where more tech means less safety.
Don't blame the tech -- greedy companies haven't done adequate testing.
Government regulators have not been playing a strong enough oversight role.
Salesforce Commerce Solution Guide