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[2003-10-29] Free CRM Can Ad Up
It's the dot-com model updated for customer relationship management: Offer users a free-hosted CRM service, but force them to look at a slew of advertising.
[2003-10-22] How to Overcome the Call Center Conundrum
Master Time Management
Each day customer service representatives at BancTec Computer and Network Services field roughly 5,000 telephone calls that average 14 minutes and may go as long as an hour--and need to. So when company executives put on the pressure to cut costs and realize efficiencies, Jackson had to be creative.
[2003-10-13] Top Execs + CRM = Success
C-level executives at some companies do more than nod their head in approval of a proposed CRM initiative--they get involved to drive its success.
[2003-10-10] Stripping Down CRM to Pint-Size Simplicity
Over the past decade, companies have spent untold millions on the promise of CRM-that a single, shared view of the customer offers value to the organization, including field support. Yet acceptance of CRM systems by the frontline in the field-the sales representatives-can prove to be a considerable challenge. Low sales representative compliance compromises data quality; and a CRM system with incomplete data is of minimal use.
[2003-10-08] Siebel Takes (Another) Shot at ASP Model
After a good bit of speculation, IBM and Siebel have finally embraced the software-as-service model with the announcement of an on-demand, hosted CRM offering. "Siebel coming back into the ASP marketplace, after previously launching and then killing Sales.com, is clearly a defensive response to the success that other vendors, specifically salesForce.com are enjoying," says Jim Dickie, partner, CSO Insights. "I doubt that this will have a major impact on their enterprise-Fortune 500 account business, as the majority of those firms want to manage their CRM applications internally for a variety of reasons."
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