03.31.05
CRM's ROI answer
Companies wondering what happened to the ROI on their CRM investment may be able to find it with a little more investment of time and money, according to one analyst.
The answer, said David Newman, vice president of technology services for Stamford, Conn.-based Meta Group, lies in customer data integration (CDI).
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Microsoft CRM: Buy Now or Wait?
Companies that already own Microsoft CRM 1.2 will be first in line when 2.0 hits the streets, says Forrester Research analyst Liz Herbert. That may be reason enough to go ahead with a purchase now. The new version will include long-awaited reporting improvements that allow users to slice-and-dice CRM data in Microsoft Excel.
Microsoft's announcement that the 2.0 release of its CRM package will be delayed another few months has created a dilemma for many small to mid-size businesses (SMBs).
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Siebel Introduces On-Demand CRM/Call-Center Combo
Siebel Systems Inc. says its release Tuesday of the latest version of its on-demand customer-relationship-management product, Siebel CRM OnDemand, features the option to include complete call-center capabilities as part of the bundle. The call-center technology comes from its acquisition of Ineto Services Inc. in January 2004.
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The offering appears to be a competitive response to CRM rival Salesforce.com Inc., which last fall introduced Supportforce, an on-demand call-center offering that relies on a short list of telecommunications partners to deliver contact-center capabilities in its core CRM platform.
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OpenTV Cuts CRM Costs with Salesforce.com
Salesforce.com, a technology and market provider of on-demand customer relationship management (CRM), announced that OpenTV Corp., an interactive television companies, has cut its CRM operating costs nearly in half and significantly improved reporting capabilities using Supportforce, salesforce.com's on-demand customer service application. OpenTV selected salesforce.com over other CRM vendors for the ease of its hosted solution and its customization capabilities.
OpenTV needed a CRM solution for its support staff that would not require heavy maintenance from IT, and would come equipped with a customer Web portal. The timely implementation allowed OpenTV's support engineers to promptly realize the benefits of the Salesforce solution. OpenTV is one of the 13,900 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of Jan. 31, 2005.
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NetSuite 10.0 Makes CRM Fantasies A Reality
NetSuite, Inc., has announced NetSuite 10.0, delivering new capabilities that have never before been available in a business application – whether delivered as an Internet service or an on-premise solution. NetSuite 10.0 builds on its unique order management functionality by offering NetSuite Upsell Manager, an intelligent agent that automatically mines a customer’s database of purchase transactions to suggest cross-sell/upsell opportunities. NetCommerce Analytics, also new in NetSuite 10.0, for the first time allow sales and support professionals to see a prospect’s or customer’s actual Web site activity, giving them rich, instantaneous insight into their wants and needs.
NetSuite 10.0 also includes myriad new additions to its industry-leading dashboards, making NetSuite the easiest-to-use application suite available. These major advances and hundreds of others that are included in NetSuite 10.0 will make it easier than ever for customers to know more about their prospects and as a result sell more.
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