CRM

voicesofcrm.blogs.techtarget.com
June 20th, 2008

::: Jeanne Bliss on chief customer officers :::

An interesting podcast by Jeanne Bliss in which she discusses the important role of the Chief Customer Officer.

A chief customer officer needs to be like Tom Sawyer, says Jeanne Bliss, author of “Chief Customer Officer, Getting past Lip Service to Passionate Action.” The role of chief customer officer, customer experience officer, or simply a group of people responsible for the voice of the customer with in an organization, has been around for many years and is gaining traction. However, creating the position and finding the right person to fill it comes with some challenges.

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CRM

searchitchannel.techtarget.com
June 19, 2008

::: What will Oracle’s price hikes mean for Oracle customers? :::

Oracle’s decision to raise its list prices by 15% to 20% is cause for concern for both existing and prospective customers. But there are opportunities to offset those hikes, according to industry analysts. Oracle’s new price list, updated June 16, includes increased pricing for its new 11g database Enterprise Edition (from $40,000 to $47,500 per CPU) and for BEA Weblogic, now named Oracle’s lead app server (from $17,000 to $25,000 per CPU).

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CRM

computingsa.co.za
Jun 18, 2008

::: CRM spending is up, but are you maximizing the value of your investment? :::

Spending on customer relationship management software is high and growing, according to analysts. But with increasingly tough economic conditions in many developed economies, Celona Technologies’ Tony Sceales looks at how companies can ensure that they maximize on this investment. Research by Merchants Consulting indicates that 18% of UK customers have withdrawn their custom from a business based solely on a bad experience with a call center, and 69% more would consider doing so. More than half the European consumers surveyed recently by Oracle said they felt let down by ineffective use of CRM technology.


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CRM

adweek.com
June 17, 2008

::: Strategis Adds CRM Software Firm Satuit :::

Satuit Technologies, a provider of CRM software that helps companies automate their sales forces and reduce costs, has hired Strategis, an independent shop in Stoughton, Mass., as its first lead agency. The agency will work with the Norwell, Mass.-based client to develop a brand image that will “reflect not only who the company is today, but also what the company aspires to be in the future,” said Strategis founder and president George Irish. The scope of the work includes presentations, corporate identity materials, trade show booths, marketing support materials, white papers and case studies as well as a print advertising and direct response campaigns.

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CRM

baselinemag.com
June 06, 2008

::: The missing piece of the CRM puzzle :::

Most businesses understand the importance of strengthening customer relationships and building loyalty. Many companies implement advanced customer relationship management (CRM) systems, and some offer “good customer” discounts or perks such as frequent flier miles and cash back on credit card purchases. All of these things do strengthen customer relationships and loyalty, but a recent experience has made me realize that even sophisticated technologies and alluring award programs aren’t enough. The missing piece in the CRM puzzle is respect. We all want the companies we do business with to treat us with consideration, to listen to our problems and to do the best they can to solve them. We want them to value our business.

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CRM

economitimes.indiatimes.com
November 30, 2007

::: Touch points :::

Customer-facing ,firms, for whom service is the key, have realised over the years the need for effective customer care that would help them retain clients. However, a recent US survey has revealed that expectation levels of clients from their customer contact points is pretty low implying that the quality of service is below par. Moreover, with multiple interaction channels — email , chat, voice over IP, SMS — the volume and complexity of customer transactions have only multiplied. This is a problem tailor-made for Dan Vetras, president and CEO of Talisma, to step in and solve.

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CRM

searchcrm.techtarget.com
November 29, 2007

::: CRM job market improving :::

Things are looking bright for CRM professionals over the next year, according to a number of recent reports, job boards and industry developments.

Companies looking for people with CRM skills may be in a bind, however. Speaking at the Gartner CRM Summit in September, Scott Nelson, managing vice president with the Stamford, Conn.-based research firm, predicted that through 2008, 25% of CRM projects will be cancelled or postponed because of the skills shortage in consultants and systems integrators. Analytics skills particularly will see a significant skills shortage, and many marketers are unprepared to capitalize on Web 2.0, he added.

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CRM

destinationcrm.com
November 29, 2007

One of the central arguments for the value of software-as-a-service (SaaS) may be losing at least some of its potency. In a research note published earlier this month, research firm Gartner outlined several trends that will, among other things, reduce software license fees over the next decade. The average applications vendor will find technology buyers looking to reduce software costs in the same way they have with hardware and services costs.

Software vendors must therefore establish more realistic margins to guarantee long-term survival in what will become an increasingly competitive market, according to the document. “Up until now the unique nature of the software market has meant that buyers had very little negotiating power after the initial purchase of a software license,” said William Snyder, research vice president at Gartner, and report author, in a statement.

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CRM

callcenterinfo.techtarget.com
November 29, 2007

::: Oncontact CRM 6.1 Web Released :::

Oncontact Software has released Oncontact CRM 6.1 Web, a customer relationship management (CRM) product that allows users to access data via the Web, network and synchronization.

The product gives customers “a consistent user experience feature set no matter how they wish to access their CRM system,” Oncontact officials say.

“CRM users are constantly evolving with more people traveling and working remotely,” said Jon Zimmerman, president, Oncontact Software. “Users can view their Oncontact CRM system through a Web browser, a traditional Windows network or on the road in a disconnected environment by easily syncing their database anytime, anywhere.”

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CRM

emediawire.com
November 27, 2007

::: Scribe Powers Integration Between WennSoft and Microsoft Dynamics CRM :::

Scribe Software, a provider of configurable data integration and migration software technology for leading enterprise business applications, announced that WennSoft has developed an integrated solution between its Service Management Series and Microsoft Dynamics CRM. WennSoft, a Microsoft Gold Certified Partner, is leveraging the Scribe Insight tool, extending their solutions’ value by integrating critical customer information across the Dynamics product line.

“WennSoft solutions empower organizations engaged in field service to execute more efficiently and profitably,” explains Julie West, WennSoft president/COO. “We were looking to expand our offering by bringing together sales, service and finance operations, providing a seamless experience throughout the customer lifecycle. With Scribe Insight, we were able to bring a solution to market quickly, using the tool of choice for the Microsoft Dynamics partner channel and customer base.”

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