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Abstract:
In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications
grew; namely, the customer. Ignore him at your peril. (...)
Excerpt related to
customer support tools:
In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications
grew; namely, the...
Published:
2002-06-22
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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
customer support tools:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
Tools under the business intelligence (BI) umbrella combine to convert data into information, and information into decisions
for action. Dashboards and scorecards are two such tools. Though often confused, they have functional difference, especially
in modern BI suites. (...)
Excerpt related to
customer support tools:
... term business intelligence (BI) thus represents all the tools and systems ...
illustrate BI in the areas of customer profiling, customer support, market
research ...
Published:
2005-06-28
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Abstract:
On December 6, SAP revealed it had entered into a partnership with Recognition Systems Group of the United Kingdom to add
marketing-planning and campaign-management features to its customer-relationship management suite. (...)
Excerpt related to
customer support tools:
On December 6, SAP revealed it had entered into a partnership with Recognition Systems Group of the United Kingdom to add
marketing-planning and c...
Published:
1999-12-08
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Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to
provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon
of CRM. (...)
Excerpt related to
customer support tools:
CRM itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to provide
explanation and m...
Published:
2001-10-19
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Abstract:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises
must be aware of the potential issues associated (...)
Excerpt related to
customer support tools:
Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality;
vertical, industry...
Published:
2005-12-05
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Abstract:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available. (...)
Excerpt related to
customer support tools:
SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable
prices. Support an...
Published:
2007-04-27
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Abstract:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows
evolution without the upset of revolution. (...)
Excerpt related to
customer support tools:
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause
a host of pro...
Published:
2007-09-24
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Abstract:
Application vendors are focusing on their install base as their primary source of revenue while cutting costs to provide
profitability. Most vendors will tell you that they are both new account and customer oriented, and some have struck this
balance. But the vast majority have been worshipping at the (...)
Excerpt related to
customer support tools:
Application vendors are focusing on their install base as their primary source of revenue while cutting costs to provide profitability.
Most vend...
Published:
2003-05-09
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Abstract:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy to be significant competitive variables. The result is a clearly defined ASP strategy that emphasizes
forging quality relationships with a few ASPs. (...)
Excerpt related to
customer support tools:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy ...
Published:
2000-10-18
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Abstract:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product
promises mid-size businesses a more affordable, scaled down version of Siebel’s top tier application suite. (...)
Excerpt related to
customer support tools:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product promises
mid-size busines...
Published:
2000-08-21
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Abstract:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines
the lapses and promises in providing service (...)
Excerpt related to
customer support tools:
For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility.
When faced ...
Published:
2004-11-02
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Abstract:
Because the technology has become easier to implement, use, and maintain, many of the challenges to achieving the benefits
that supply chain management software applications can provide have been removed. (...)
Excerpt related to
customer support tools:
Because the technology has become easier to implement, use, and maintain, many of the challenges to achieving the benefits
that supply chain manag...
Published:
2001-09-14
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Abstract:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Amdocs' systems, and deliver the conclusions and recommendations to the operator's decision-makers in the
form of graphs and practical reports. (...)
Excerpt related to
customer support tools:
Collaboration between Amdocs and SAS, if truly committed to by both, should make it possible to collect and analyze information
stored in these Am...
Published:
2005-08-05
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Abstract:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delivery and services and implementation methodology as its differentiating trait. (...)
Excerpt related to
customer support tools:
While IQMS resembles many of its peers from the lower-end of the enterprise applications market, IQMS can tout its comprehensive
one-source delive...
Published:
2005-04-05
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Abstract:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites like NetSuite standalone solutions like salesforce.com, are heeding the demand for software as a service,
but they are approaching the market with very differen (...)
Excerpt related to
customer support tools:
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated
business suites l...
Published:
2005-12-06
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Abstract:
BigMachines differentiates itself in the quote-to-order (Q2O) sphere due to its solutions’ lean end-to-end, inquiry-to-order
focus. Although there are other vendors offering Q2O as a service, BigMachines product is arguably more flexible, as high
tech manufacturers may be noting. (...)
Excerpt related to
customer support tools:
BigMachines differentiates itself in the quote-to-order (Q2O) sphere due to its solutions’ lean end-to-end, inquiry-to-order
focus. Although there...
Published:
2008-08-22
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Abstract:
SoftBrands Hospitality business supports the enterprise information management needs of hotels and resorts. SoftBrands' range
of hospitality software products includes the property management systems Medallion and PORTfolio, and RIO, a leisure management
system. (...)
Excerpt related to
customer support tools:
SoftBrands Hospitality business supports the enterprise information management needs of hotels and resorts. SoftBrands'
range of hospitality softw...
Published:
2006-03-02
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Abstract:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and penetration. Typical functional components of marketing automation include customer data cleansing and
analysis tools, and campaign management systems. (...)
Excerpt related to
customer support tools:
The new metrics of customer profitability, lifetime value, and wallet share are needed to supplement the traditional metrics
of market share and p...
Published:
2005-08-16
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Abstract:
Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept
that directly challenges the model that has led to their success so far. (...)
Excerpt related to
customer support tools:
Some will say that the Big Few are in for quite a gamble, given that these market leaders are to introduce a product or concept
that directly chal...
Published:
2005-04-23