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CRM Players' Accolades and Upgrades February 06, 2012 
TeleTech has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, and Yesmail has announced the release of its "Look Book" in celebration of its recent awards for mobile-scalable email design. Meanwhile, West Interactive and VBrick Systems have released major upgrades.
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3 Painfully Common Misuses of CRM February 02, 2012 
Every tool has a purpose. That's never more clear than when you see a neophyte do-it-yourselfer trying to use a tool for a purpose other than what it was designed for. For instance, anyone wielding a hammer while trying to fix a car's engine is probably not going to succeed.
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Open Source: Not Just for Tech Anymore January 10, 2012 
Amid the many predictions for 2012 regarding Linux and open source software, including my own forecast of Linux domination, there is a larger, wider embrace of open source software taking place not only in the technology and other industries, not only in North America, Europe, Australia, Asia and South America -- but all over the globe in new corners and facets of our society.
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The Role of CRM in Logistics Companies' IT Strategies, Part 3 December 19, 2011 
The logistics industry is facing challenges in adopting a sustainable and profitable CRM strategy, and there is inertia when it comes to replacing or augmenting disparate CRM solutions adopted by different business units, like retail, as well as various channels, like phone, Web, email, etc.
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The Role of CRM in Logistics Companies' IT Strategies, Part 2 December 12, 2011 
The mainframe application forms the core of the system where the bulk of the order processing takes place. The traditional mainframe UI in, say, SCOBOL (Screen COBOL) is being augmented/replaced through the front-ending applications built in VB, ASP, .Net, etc. The front-end screens fetch the customer account and order data from the mainframe database through custom connectors built in Java J2EE.
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Results Software Strengthens Bonds With SMB Apps November 18, 2011 
Results Software has rolled out the latest iteration of its longstanding CRM business suite product. In this version, it builds on its recent three-way integration with QuickBooks, Outlook and SmartVault. That integration with three applications widely used by small- and medium-sized companies is what President and Founder Naseem Saab says is the application's secret sauce.
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LeadLife Gives Marketing Automation Web 2.0 Chops November 07, 2011 
LeadLife Solutions has released a second-generation marketing automation product that combines a Web 2.0 user interface with a visual campaign builder designed to make marketing automation easier for companies. The new solution provides an easy-to-use alternative to complex marketing automation offerings, the company said.
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Predictive Analytics Digs Deeper Into CRM October 24, 2011 
Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predictive analytics solution.
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SMBs and the Cloud: Size Does Not Matter October 17, 2011 
As customers become more digital, social and mobile, SMBs have significant opportunity to improve customer satisfaction and loyalty through a differentiated customer experience, just like their enterprise competitors. However, those who are unwilling to invest in solutions that embrace the needs of today's marketplace will most certainly be left behind.
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CRM's Place in IT Spending Plans October 10, 2011 
Half of U.S. companies plan to invest more on IT resources in 2012 than in 2011. In fact, 10 percent of the companies recently surveyed were planning an increase of 10 percent or greater; only one out of 10 planned to decrease spending next year. "Our survey shows that companies view technology investments as a means to drive efficiencies and make existing employees more productive," said Nucleus Research VP Rebecca Wettemann.
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Workforce Management Gets Intelligence Boost September 26, 2011 
Customer interaction analytics specialist Nexidia has announced a new integration partnership with Teleopti, a provider of strategic workforce management solutions. The aim of the partnership is to enhance agent performance management by linking Nexidia's performance measuring applications with Teleopti's skills-based contact center agent forecasting and scheduling.
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Reading Between the Lines at Sage Summit July 14, 2011 
Something interesting is happening at Sage, but it looks like the company isn't ready to tell its whole story. That's a challenge if you happen to be hosting a combined partner and user group meeting, which Sage did this week in Washington, D.C. The company's annual get-together had its share of announcements and keynotes, and the new CEO, Pascal Houillon, did a good job of introducing himself to the assembled masses.
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Avaya Adds a New Multimedia Dimension to the Picture July 12, 2011 
Avaya is delivering multimedia capabilities to the front line with its announcement of two new contact center products designed to bring agent-assisted and automated customer service up to speed with the social networking world: Avaya Aura Contact Center 6.2 and the Avaya Experience Portal.
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Ready, Aim, Converge for Smarter Commerce June 13, 2011 
For more than a decade, B2B firms have used the Internet to publicize their product catalogs. As a result of the rise in consumer sales on the Web and the rapid maturation and adoption of Internet technologies like RIAs and Web 2.0, B2B firms are now rethinking their e-business strategies. At the same time, the demands of B2B buyers have also changed.
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Catching Up to the Shopper Revolution May 31, 2011 
It has been a wild ride for retailers these past few years. But when we look back, we won't be talking about the economy, the drive for lean inventory, or deep discounting. Rather, we will recognize the fundamental change that occurred was in the shopping process itself. Shoppers are often interacting with retailers in many channels at once.
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RightNow CEM Weaves Together Social, Business Interactions May 09, 2011 
To meet the growing demand for social CRM, RightNow positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, said John Kembel, vice president of social solutions. "That's a bit more customer-focused." RightNow CX, the customer experience suite, helps businesses use social media to maintain that customer focus.
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