CRM News

money.cnn.com
October 31, 2007

::: Oracle’s Siebel CRM Chosen by PNC to Enhance Customer Service :::

PNC’s Retail and Corporate & Institutional businesses use Siebel CRM to provide a highly responsive, fully integrated client view across all sales channels. Siebel CRM applications support PNC’s nearly 1,100 branches across eight states and the District of Columbia, the Web site, and banking contact centers that provide sales and customer service.

PNC, working with Oracle and IBM, has integrated its multiple customer touch points for greater customer convenience and elevated service. PNC decided to upgrade its Siebel CRM applications concurrently with key portions of its underlying IBM infrastructure. The infrastructure upgrade included adding a zIIP engine and 600 mips to System z, DB2 7 to DB2 V8 upgrade, DB2 Connect Upgrade, AIX and pSeries upgrade, and HACMP upgrade.

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insiderretailing.com.au
November 01, 2007

::: Demand soars for CRM solutions :::

The software market for Customer Relationship Management (CRM) applications is likely to almost double in five years, according to a new report. Market analyst Datamonitor says the sector is rapidly growing as more businesses understand the importance of positive customer relationships and experiences.

In 2006, the global CRM software market was worth just under US$3.6 billion in licence revenue alone. In its new report, Datamonitor predicts this will reach US$6.6 billion by year end 2012, growing by a compound annual growth rate of 10.5%. The report, ‘Economic Outlook: Customer Relationship Management’, attributes growth to increasing deployment of CRM in new vertical segments as well as new flexibility in modes of deployment.

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tmcnet.com
November 2, 2007

::: Paradigm Shift of VRM vs. CRM According to Commence Corporation :::

CRM continues to break new ground as it evolves as a technology and a service. Vendor Relationship Management (VRM) is being touted as an extension of CRM.

ProjectVRM is headquartered at the Berkman Center for Internet and Society at Harvard University and headed by Doc Searls, a fellow with the Center. The group has identified certain principles and encouraged input and participation in the development of the VRM concept.

VRM, or vendor relationship management, is the reciprocal of CRM (Customer Relationship Management). VRM provides industrial, distribution, and a wide range of enterprises with the technology and tools for efficient vendor interactions that benefit both parties.

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callcenterinfo.tmcnet.com
November 01, 2007

::: Vertical Solutions on the Advantages of Mobile CRM :::

Now that the majority of mobile devices on the market have browser-based Web surfing capabilities – and the major U.S. wireless carriers are rolling out impressive wireless network initiatives to usher in the new age of “wireless Internet” – organizations all across the country are looking harness this new technology to empower their mobile workforces.

However, so far only a small percentage of companies are using mobile CRM –and many of those only on a limited basis — which means it is a market segment that is poised for explosive growth. Recent research from Scottsdale, Ariz.-based Compass Intelligence LLC suggests that businesses in the U.S. will spend roughly $9 billion on mobile applications by 2011, up from an estimated $3.8 billion this year.

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dmnews.com
November 02, 2007

::: Data Resources are Valuable in CRM :::

Experts Denise Hopkins, David King, Pete Mehr, and Arthur Middleton Hughes weigh in on improving customer data for improved marketing strategies. From modeling to data enhancement, it helps to consider your ideal target’s buying behavior.

CRM strategies are implemented with one thing in mind: results. To achieve strong results through CRM, ensure that every campaign and offer is the most relevant possible for the end customer. CRM strategies need be founded on the best data possible to deliver relevant offers.

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callcenterinfo.tmcnet.com
November 01, 2007

::: Microsoft CRM Replaces GoldMine at AccessVia :::

Microsoft Dynamics CRM 3.0 has replaced GoldMine software at AccessVia, a vendor of in-storage signage, labels and e-commerce applications. AccessVia is a Seattle-based company and it provides communication services to retailers.

The company had been using three separate internal IT systems for customer relations, time tracking and sales. Forecasting and planning were “suffering,” company officials say, since the company had outgrown its software.

Scott Hunter, systems administrator for AccessVia, said with Microsoft Dynamics CRM, “we were able to consolidate several internal processes and tools into a single offering that brought the whole company onto the same page.”

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