When it comes to the broad topic of "CRM failure," you often hear the same tales: a too-complicated integration, an incompetent integrator or inflexible technology. The reality is that technology is usually not the problem, nor is it integration or integrators. If you push, you'll find that the most...
Call it "Clash of the Titan," emphasis on the singular: a courtroom victory for software giant Microsoft over Matt Miszewski that restrains the former employee from joining CRM rival Salesforce.com. Miszewski, a Microsoft government services division manager until last December, violated non-compete...
Wouldn't it be great if customers who had questions about your products could get the answer from other customers? Wouldn't it be wonderful if customers brainstormed on ways you could improve your service processes? Wouldn't it be tremendous if you could see trends in service needs and adjust your p...
Microsoft did some smart things last week when it announced its Dynamics CRM Online service. Most of the headlines will focus on the teaser rate or introductory pricing of only US$34 per seat-month for 12 months. Until June, users of Oracle CRM On-Demand and Salesforce who switch will have an adde...
Back in the mid-1990s, then Microsoft CEO Bill Gates offered a prophetic observation. The impact of the Web, he wrote, would be greater than most people thought, but would take longer to happen than was commonly supposed. Turns out, happily for Microsoft, that he was right. Yet now, perhaps not so...
To remain successful against the backdrop of complex market dynamics and increased competition, it has become critical for organizations to offer more evolved products and services that are not only cost-effective, but also extendable, scalable and focused on improved customer experience. Cloud com...
McDonald's used to have a hamburger called the "McDLT." The peculiar selling point of this burger was that it was served in a two-compartment Styrofoam container that "kept the warm side warm and the cool side cool." The diner would then put the two halves together. I was blissfully unaware that war...
Tablet vendors at the recently concluded Consumer Electronics Show in Las Vegas had a coming out party. Driven by the wild success of the iPad, they introduced something like eighty -- that's 8-oh, my goodness -- tablet PCs to the world. Now, by itself, that's significant, especially for CRM, and ...
OpenERP has rolled out version 6.0 of its open source ERP product. It is the first upgrade of OpenERP in close to two years, with significant enhancements to its business applications. Going forward, the company has committed to more frequent releases of its major versions and point releases. "Our c...
In a first for the product line, Microsoft CEO Steve Ballmer debuted the cloud version of the Microsoft Dynamics CRM 2011 release. "Sales professionals are at the heart of almost every successful business," Ballmer said. Microsoft Dynamics CRM gives them a familiar user experience, enables greater c...
Pegasystems has introduced its second major cloud offering within the last year: Pega Cloud for CRM. It follows the company's release of Pega Cloud for BPM. While the functionality is different, the application's approach to cloud computing is the same. In both cloud applications, the company takes ...
In November, as the crowds of caffeinated holiday shoppers began to swell, Starbucks baristas received a corporate edict: slow down. Going forward, they were to make only one drink at a time, no matter how many customers were waiting in line. According to sources, Starbucks customers were complainin...
This week, I interviewed a small business owner who told me a very interesting story. He'd done some planning before implementing his CRM solution, and his new technology took rapid care of the problems he anticipated. After that, however, he started finding new problems -- which he then found solut...
We're coming back. We aren't out of the proverbial woods, but we should be on the upswing from the long downturn. According the Labor Department, the U.S. economy added 103,000 jobs in December, bringing the unemployment rate down to 9.4 percent. Jobs are traditionally a lagging indicator, so eve...
Oracle is debuting a business intelligence module -- for SAP users. Oracle Financial Analytics for SAP is designed to help SAP users wring more value out of their financial systems. While they are at it, Oracle no doubt hopes, these users may opt to migrate more of their operations to the Oracle pla...
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