06.16.05
Siebel updates hosted CRM, again
Siebel Systems, the customer relationship management software giant,
has introduced the latest update to its online hosted software,
adding new tools for workplace collaboration and product marketing.
Wednesday's launch of the hosted software, dubbed Siebel CRM OnDemand
Release 8, marks the fifth revision of the online tools that the
company has released in the past 12 months.
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Study Cites CRM Shortfalls, Solutions
The study, titled "Patient Compliance, Disease Management and
Consumer Outreach" and compiled by pharma research firm Cutting
Edge Information, noted that CRM programs have suffered from the
misallocation of resources, poor visualization of objectives and
a lack of company support.
Lack of planning and poor conceptualization are primarily to blame
when a pharmaceutical CRM campaign fails to accomplish its stated
goals, according to a new report.
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Trendspotting: Getting The Most From CRM
Define your goals for implementing a CRM system, then choose an
integration partner as carefully as you selected a CRM package,
follow best-practices tips, and keep a clear eye on meeting measurable
goals, Rebecca Wettemann says.
Remember the good old days of CRM? Multimillion dollar budgets were
the norm, managing a project guaranteed you at least a couple of
years of full employment, and you could send everyone off for a
few weeks of training in the hopes that they would "get it."
Unfortunately, that was a recipe for disaster -- but that doesn't
mean CRM technology doesn't deliver ROI. Over the past 12 months,
Nucleus Research has found more and more companies that are taking
the plunge have learned from the mistakes of their predecessors
and are getting positive returns from customer-relationship-management
projects. Instead of treating CRM like a test-tube experiment or
a magic elixir, they know that CRM is like farming -" it takes
a lot more than a few seeds and a shiny tractor to harvest results.
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New Converged Services Can Aid CRM
Convergence is one of the major themes at this week's Supercomm
conference, and should have some positive CRM implications, according
to Brian Riggs, analyst for Current Analysis. In a survey conducted
by Motorola Networks at Supercomm, 49 percent of respondents put
the problem of convergence at the top of their list, and 38 percent
cite the ability to integrate next-gen services as the leading obstacle
to effectively addressing this concern.
Many of the technologies unveiled or discussed (unveiled earlier,
but moving closer to actual deployment) at the show involved the
combination of voice, data, and video on wired and wireless devices.
However, the promises of convergence are still just that--promises--rather
than being in actual common usage today, according to Riggs.
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