CRM

Sage offers companies a choice of CRM options for sales automation, including Sage ACT, Sage CRM, and SalesLogix. The company currently has about 3.6 million users and serves about 80,000 businesses. "Sage has a portfolio of CRM solutions," said Joe Bergera, executive vice president and general mana...

It was only a matter of time before Mellmo, developer of the Roambi ES3 mobile business intelligence application, got around to integrating it with SAS BI. Now that it has, however, Santiago Becerra, chairman and cofounder of Mellmo, told CRM Buyer that the wait was worthwhile. "This is our tight...

Around the time the Telecommunications Act of 1996 was passed and signed into law, I was a reporter covering that area of technology. Specifically, I was writing about service, measurement, data management and the software that made all that possible for telecommunications companies. Little did I re...

One of the more revealing things I heard from Marc Benioff at Cloudforce 2011 in New York last week was his idea about how his company will continue to build out its product line. Marc's never been super secretive about his general direction, though product specifics have always been closely kept.

With an option for open source development, SugarCRM offers a sales automation system that encompasses pipeline management, social CRM, and the entire lead-to-cash process. "The SugarCRM core sales automation functionality includes lead capture and lead distribution, opportunity and account manageme...

Adobe recently introduced version 5.4 of its Web Experience Management application, a collection of content and campaign management tools with mobile, social media and multichannel capabilities. It also offers tighter integration with Adobe Online Marketing Suite. The suite is based on the CQ5 conte...

One of the goals often cited for implementing CRM is an improvement in customer loyalty. That sounds like a logical objective, and knowing more about your customers and the history of your interactions with them certainly helps you understand how to keep them coming back. Still, there's a long way f...

SAP has introduced a new on-demand application for its CRM base. Unlike its earlier attempts at this model, this product is the first of many that are being developed strictly to be used in a Software as a Service environment. The application, SAP Sales OnDemand, is built on the SAP Business ByDesi...

In the Aberdeen benchmark report "Sales Intelligence: Preparing for Smarter Selling," the research among 528 end-user sales organizations revealed that the most frequently used delivery models for sales intelligence were limited to remarkably traditional, if not predictable, applications: email, sea...

Salesforce.com released its Q4 figures last week, peppered with the usual positives: growth, acquisition, more growth, and so on. Specifically, the company reported that earnings per share were 31 cents on revenue of $456.9 million. Year-over-year revenue increased 29.1 percent. Much of the focus fo...

Avaya has made enhancements to several Avaya Healthcare Solutions products -- adding tools to automate patient outreach for chronic disease management and follow-up. Built on Avaya's workplace collaboration and patient care lines, the new products were unveiled this week at the 2011 Annual HIMSS Con...

As I've written before, social CRM best practices don't exist -- but only because in order to be most effective, each business needs to tailor its social CRM approach to its specific customers. However, that doesn't mean you're doomed to a long evaluation process and a tough spell of trial-and-error...

Zendesk, a Web-based help desk software provider, has not shied away from the mobile market, despite the traditional view of a help desk or customer service rep working at a desktop. It has introduced applications for the iPhone, BlackBerry and Android and now, the iPad. This application is the...

One of the misconceptions that has bedeviled CRM has been the idea that it is simply a technology you buy and implement, thus solving your problems. Technology is a part of scaling your processes for managing customer relationships, to be sure, but in reality it's a link in a chain of decisions and ...

Sage took a major step in clarifying its position in the market when it hosted an analyst day in Boston last week. The company has been around for a long time and has been one of the higher revenue generators for many years thanks to an assortment of products that span the front and back offices of...