When Royal Caribbean tapped Steelcase Applied Research to help it outfit a new call center in Oregon, the cruise line didn't require any guidance on what chairs it wanted its reps to use. In fact, the company had given a great deal of thought to what might seem to outsiders to be the most basic of a...
Two things impressed me about Salesforce.com's Spring '07 release: the community portal and the influence of the IdeaExchange on the direction of the product. A lot of people point to the portal as the more significant and I suppose it is, but maybe only by a whisker. At the end of the day, each is...
Open source CRM vendor SugarCRM is adding service-related capabilities into its product line now that it has solidified its hold on marketing and analytics. The firm just released Project Management for its Sugar Professional and Sugar Enterprise product lines. In April, it will be announcing the av...
Salesforce.com's Spring '07 release, specifically the AppSpace product, is being hailed as a quantum leap forward in functionality that will support users in fulfilling their corporate missions. AppSpace, which hasn't been activated as yet, is a new product that provides users with a place to engag...
In his keynote address at Microsoft's Convergence 2007 conference in San Diego last week, CEO Steve Ballmer included a preview of the company's upcoming Dynamics CRM application, code-named "Titan." The biggest change in Titan is its full multitenancy -- that is, it uses the same multitenant code ba...
As the saying goes: You can't change the weather -- but you can prepare for it. Recent, highly-publicized airline and product call center overflow problems have highlighted the serious and potentially humiliating problems that can occur when a call center is not sufficiently staffed to handle a cris...
SAP has ratcheted up its campaign to increase its middle market customer base with the rollout of several new applications. At the CeBIT trade fair now taking place in Hannover, Germany, the company introduced an enhanced All-In-One application that offers some 80 micro verticals and is componentize...
FrontRange has acquired Enteo, a privately held Germany-based company, at undisclosed terms. The firm's product offerings include applications for patch management, distribution of operating systems and applications, license management and compliance, and configuration management. It has 1,200 custo...
Do you want revolutionary improvements in IT quality and speed-to-solution with dramatic reductions in cost? Consider an organization-wide Web services delivery strategy. Today, businesses demand three key outcomes from IT: delivering faster technology solutions to a growing group of stakeholders; r...
Without a doubt, adoption and use of radio frequency identification accelerated dramatically when Wal-Mart and the Department of Defense gave their respective suppliers marching orders to implement the technology. However, suppliers for the most part were not happy with the additional costs and reso...
Microsoft is introducing a number of productivity tools to its Dynamics product line that should extend ERP functionality and data throughout the enterprise using the familiar user interface and productivity tools in the Microsoft Office system. This release -- specifically a licensing package of Mi...
The movement to Internet protocol-based phone systems and contact centers is in full swing. This is great news for smaller businesses, since standards-based IP networks offer far more flexibility and capabilities for much lower costs than their TDM predecessors. As a bonus, the protocol that runs th...
There's no other series of business processes that are going through more of a transformation today and impacting customer relationships more than order management. These series of processes have gone through multiple owners, first starting with IT who adopted them as a quick way to achieve ERP syst...
No call should strike more fear into the heart of an online business than a call from a customer saying, "Your site won't let me do what I want to do." Chilling words, because only a tiny percentage of online consumers will actually pick up the phone to alert businesses to a problem. By the time tha...
SugarCRM, a provider of commercial open source CRM software, is expanding its reach to Europe -- an essential step for any small, high growth software company more than a few years old. The company is opening its European headquarters in Dublin, Ireland. Company cofounder Clint Oram will be the gene...
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Workbooks Takes On CRM Giants With Plain-English AI
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