E-Commerce News: Vendors

Health Insurance CRM, Part 2: The BPO Catalyst
November 20, 2009

CRM has lagged in the health insurance industry, but a major transformation is imminent. "There's been a reluctance to make comprehensive investments in technology compared with other sectors," said Gartner analyst Joanne Galimi. "Generally, the firms in the sector have been very tactical, only investing in specific areas -- basically reacting to pain points."

Health Insurance CRM, Part 1: Shifting Into Catch-Up Mode
November 19, 2009

The health insurance industry, especially in the U.S., has a long way to go before it achieves a high level of performance in the use of customer relationship management tools. However, pressure is coming from market forces -- including new government healthcare reform policies -- that will compel improvements in health insurance CRM, whether insurance companies want it or not.

PaaS and the Democratization of Innovation
November 18, 2009

I was re-reading Eric von Hippel's excellent book Democratizing Innovation and found something in it that might help explain the popularity of cloud computing and Platform as a Service. I am on the way to Dreamforce and have little visibility into what Salesforce.com might announce in the next day or two, but no doubt there will be a lot about the cloud, so this might be a good opportunity to make my point.

CRM for Financial Services, Part 2: Keeping the 'R' in CRM
November 13, 2009

The market for CRM programs will expand in financial services, although the pace of spending will likely slow down in the near term. Still, the rate of CRM spending by financial firms is not the only element that could change in the future. Whether a financial firm already has implemented a program or is about to make an initial investment in CRM, the landscape will be changing.

High Court Hears 'Case of the Century'
November 10, 2009

The Supreme Court on Monday heard arguments in Bilski v. Kappos, a case that has been making its way through the legal system for more than 10 years -- and along the way has morphed into the software industry's worst nightmare. "It's been called 'the case of the century,' and to a large extent I have to agree," said John Squires, an attorney with Chadbourne & Parke.

Mobile CRM User, Know Thyself
November 10, 2009

With the proliferation of smartphones and similar handheld devices, it only makes sense that data -- especially customer data -- is following these devices into the field. The scenarios in which sales and field service people can use the data collected by CRM are many and, in a lot of cases, obvious. However, there are also many ways for CRM to go into the field.

CRM for Financial Services, Part 1: Unmet Potential
November 06, 2009

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.

Black Swans and Blue Birds
November 04, 2009

I just finished reading The Black Swan, a book that has been on my list since it came out in 2007, and I highly recommend it, though it is not easy reading. There is a great deal of set up before you get to the whole point of the book in the last 50 pages. The Black Swan is about uncertainty in the real world, and the subtitle explains it all: "The Impact of the Highly Improbable."

Social CRM: Size Matters
November 03, 2009

There's no longer any debate about whether social media's going to have a huge impact on CRM. Social media's a little different than the usual emerging business technology, mostly because it didn't begin as a business technology. It started with consumers -- and how they use it varies dramatically.

Meet-Up Month: RightNow, Sage and Microsoft
October 28, 2009

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 idea; it's a nice place.

Judge: Customers in Ameritrade Class Action Deserve Better Deal
October 27, 2009

A federal judge has refused to approve a class-action settlement over contact information stolen from online brokerage TD Ameritrade. U.S. District Judge Vaughn Walker in San Francisco says the deal offers little significant benefit to the more than 6 million current and former customers affected.

Oracle Fusion in Context
October 20, 2009

With the introduction of Fusion applications, Oracle has joined the cloud community. You might want to argue that the company has been involved in the cloud for many years as one of the key technology underpinnings of many of the biggest SaaS companies. That was one of Larry Ellison's big points at the Churchill Club.

The Salesforce Cloud
October 14, 2009

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.

PRM: Ready to Break Out
September 28, 2009

Some think of it as just an offshoot of CRM. Others view PRM, or partner relationship management, as interchangeable with sales force automation. The reality is PRM is coming of age in its own right, as manufacturers and technology companies struggle to manage their highly complex -- and constantly shifting -- channel partnerships.

Oracle Shares Cool Off on Disappointing Q1 Sales
September 17, 2009

Shares of Oracle slipped in premarket activity Thursday after the information technology company reported sales fell below analyst expectations in the latest quarter, showing that businesses are still reluctant to buy new software. The stock slid 68 cents, or 3 percent, to $21.45 ahead of the opening bell, edging back from their 52-week high of $22.95 hit last week.

The Shifting Call Center Paradigm
September 16, 2009

What is it about customer service that drove three major CRM companies to make announcements about their service products within days of each other last week? Oracle and Salesforce.com each announced new or completed development of functionality, and RightNow said it bought HiveLive, a social networking solution provider.