The chastening effect of the recession has many financial services firms taking a cautious view of future CRM investments. One reason is that these firms are husbanding their resources. Another is a growing awareness that investments in CRM by the financial sector have not been all that successful.
Colorado Springs is an interesting place. Despite the name, there are no "springs" -- it's an arid place in a valley surrounded by the southern Rocky Mountains and Pikes Peak National Park. The springs were an invention of the railroads seeking to establish a destination for vacationers. Good ide...
In the continuing discussion of cloud computing, Salesforce.com occupies a unique place. While most cloud vendors have kept to one component of cloud computing, Salesforce has inserted itself into all areas, and the company is using its flagship CRM applications as its first case example. Most peop...
The economic stimulus assistance injected into major industrial countries to counter the effects of a global recession shone a spotlight on the need to rebuild their infrastructures. The need to manage such public works investments efficiently has generated a huge potential market for project manage...
Making sure that every customer gets the personal touch may be fairly easy for the owner of a neighborhood bakery, but in a mass market of millions, making each customer feel like an individual is a formidable challenge. In the information age, tools like customer relationship management software ma...
There is a lot of unspoken information in last week's announcements by Sage and Salesforce.com about their respective contact managers. Each is creating a disruptive innovation that affects the other, and the symmetry of these dual and dueling announcements is frankly beautiful in a funny way. To r...
One business sector weathering the current economic downturn is that of business intelligence. In fact, Hans Hultgren, director of the Data Warehousing and Business Intelligence program at Daniels College of Business, told CRM Buyer that business intelligence is growing and will continue to do so. "...
Late on a summer morning recently I got a call from my wife saying "On Point," a public radio program, was doing a show on about cloud computing. "Isn't that what you write about?" she said. "You should listen or call in." Well, I tried, and all the lines were jammed, but I was able to make a comm...
Nothing like a recession to spur business growth. In the BPM space, the current downturn has presented a major marketing opportunity for software and IT service firms. Sparked by customers seeking to cut costs and by innovations in e-commerce, the BPM market could easily double over the next several...
Microsoft CEO Steve Ballmer told analysts last week that ultra-thin PCs will be the answer to the growing popularity of netbooks. I doubt that, but I can certainly understand Ballmer's interest in backing the ultra-thins, and this obviously has implications for larger issues like cloud computing. B...
My ride from San Francisco Airport to Redwood Shores, Calif., tells the story of my entire trip to the West Coast last week. Southbound on Route 101, traffic was lighter than I was accustomed to in my more than 10 years of visiting the area. Northbound, there was a five-mile backup, which caused m...
When e-commerce was born some 13 years ago, systems were typically proprietary, requiring a large team of internal developers to constantly upgrade features while diligently working to integrate them into key legacy back-office systems. At times, these were near-impossible tasks that consumed vast a...
A lot happened at Insights, the Sage partner meeting held in Nashville earlier this month, though not necessarily at the press release level. I was there and got a sense of change happening. It was the first anniversary of new CEO Sue Swenson coming on board and our first opportunity to see the im...
It may be as sexy as grandma's underpants, but data is the foundation upon which everything else is layered. Without the right support underneath, the fat will roll over your margins, creating an unsightly, unseemly, unprofitable business bulge. "While it sounds a little boring, managing data as the...
Tigerpaw Software is a family-owned software company that, 24 years after it was founded, is about to enter a new phase of growth. The company's enterprise CRM, inventory and project management platform has always had a loyal following, in no small part because of the care and attention Tigerpaw lav...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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