I wasn't sure what the reaction would be to last week's column on customer experience. Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it's generally seen as a good thing. However, judging by last week's mail and some further d...
When it comes to implementing a new CRM system, small companies have several options. If they have enough resources and experience to devote to the task, they can implement the system themselves. If they choose not to go that route, a third party can be brought in to help them implement it, Craig Kl...
Users of apps from BIRT, the open source Business Intelligence and Reporting Tools project, will be able to access them on the iPhone starting Monday. Actuate, which founded the BIRT project and coleads it with the Eclipse Foundation, is putting its BIRT Mobile Viewer on the App Store. This viewer, ...
There's an adage in the CRM industry that every successful CRM implementation is customized in some way. That may not be as much of an absolute as it once was. But, in order to gain a true competitive advantage from CRM, your business needs to find ways to use it differently than your competitors do...
Software AG has developed a vertical social networking and collaboration platform that for the BPM industry. Now in open beta, ARISalign is built on Amazon's Web Services and equipped with modeling capabilities, as well as virtual versions of tools typically used by process experts, said Matt Durham...
Customer experience reared its head in my life this month. My phone service went out, which was not a catastrophe for me because in addition to the landline, I have a cell and a nifty VoIP line that lets me talk through my computer. Parenthetically, I love my VoIP line because, though I live in th...
Once a small business finds the perfect CRM solution for its needs, the owner or manager must then negotiate the appropriate legal agreements with the vendor. This can be a daunting task for anyone who is not familiar with the many types of contracts that may come into play with an IT purchase. The ...
With last summer's launch of Avaya Aura and the purchase of Nortel Enterprise Solutions and Nortel Government Solutions in December, Avaya has placed itself squarely in the No. 1 spot for the global enterprise telephony and unified communications, audio conferencing, enterprise messaging and contact...
As sales organizations endeavor to escape the constricted economy of the 2009 recession, one of their most significant barriers is stagnant progress in terms of bringing their sales cycle under control. Recent Aberdeen research published for "Inside Sales Enablement: Let Them Drink Coffee!" reveals...
Had a meteor hit the Dulles Westin outside of Washington, D.C., two weeks ago, it would have set social CRM back 10 years. That meteor, in addition to melting a lot of snow, would have vaporized in a trice the vast majority of the world's serious thinkers on the topic of social CRM. The journalists,...
In our industry, we live on innovation, and innovation takes capital -- something that has been in short supply over the last couple of years. Venture funding took a massive hit in 2009, but there are signs that the trend might be bottoming out. If it is, we might all learn to exhale again. Accord...
Once a small business decides to invest in a CRM solution to replace the patchwork assortment of tools it has been using to manage its information, the selection process can be daunting. A plethora of CRM vendors offering an assortment of features have appeared on the scene in recent years, said Bre...
Credit card issuers must follow new rules of the road as of Monday, but consumers should not view the new protections as a cure-all for their frustrations with plastic. Instead, they should be ever more vigilant as credit issuers roll out new card agreements. They could result in new financial pain ...
CRM solutions have a long history of helping B2B marketers achieve greater ROI from their leads. Yet for companies that sell their products and services direct to consumers, CRM solutions frequently miss the mark. A quick Google search for CRM helps prove this: The search returns plenty of B2B produ...
Salesforce.com has rolled out a private beta program for Salesforce Chatter, a real-time enterprise collaboration application and platform. Positioned by Salesforce.com as an alternative to such collaborative software applications as SharePoint and Lotus Notes, Chatter enables employees to stay conn...
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