CRM

In considering whether or how to reorganize customer service and back-office functions offshore, the option to open a captive subsidiary service center may not receive full consideration in comparison to outsourcing options. Here we look at the case for Western companies to establish their own dedi...

Oracle's Fusion -- its middleware designed to help customers use the various enterprise suites and applications it has acquired over the last few years -- has been incorporated into PeopleSoft Financial Management 9, the first new release of the application in eighteen months. "The application has a...

As a rule, manufacturers have been blissfully unconcerned with some of the finer points of CRM functionality and processes -- but not because they have been indifferent to their customers' needs. Rather, the low adoption rates of CRM technology in this sector have been more reflective of manufacture...

Salesforce.com is the proverbial face that launched a thousand ships. The company is largely -- and deservedly -- credited with ushering the software-as-a-service movement into the 21st century and lifting CRM out of the doldrums that plagued companies such as Siebel Systems in the late '90s. The r...

I was having a discussion the other day with a client about changes in the software industry. We got to talking about different trends when the subject turned to the current tendency of discussing business software in terms of the size of the company that uses it. "Enterprise" software has certain...

Microsoft and EMC have developed native integration technology for SharePoint Server 2007, as well as the 2007 Microsoft Office system and SQL Server 2005, through a newly announced enterprise content management alliance. The new functionality expands the EMC options available to SharePoint users, E...