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Enterprise software news, solutions, and analysis for IT professionals

  • ITwhirledRSS

    Promises, promises, but not for CRM

    Posted May 23, 2003 - 9:33 am

    Vendors with overblown promises and CRM's complexity are to blame for failed projects, according to the head of the customer knowledge management team at National Australia Bank Ltd., Charles Lawoko.

  • ITwhirledRSS

    Business services and software ads are sketchy: Getting behind the hype

    Posted April 3, 2003 - 2:48 pm

    As a small business owner, you want to automate as much of your business processes and customer relationship work as you can. There are plenty of big companies out there willing to take on that task for you. So why are their advertising campaigns so abstract as to be incomprehensible? This article will help you interpret the sometimes bewildering offerings of the big players. (Scroll to bottom of page for article.)

  • ITwhirledRSS

    Microsoft CRM debuts to mixed reviews

    Posted April 2, 2003 - 9:59 pm

    Analysts weigh in on Microsoft's CRM offerings for companies with fewer than 500 employees. Some find it lacking in key functionality and are not recommending it to mid-size customers because of missing critical CRM features.

  • CRM success stories and case studies

    Posted April 2, 2003 - 5:49 pm

    See who's making customer relationship management work - from the Chicago White Sox to the City of Des Moines. CRMAdvocate is the world's largest collection of CRM success stories and case studies. Search hundreds of documented CRM success stories based on your organization's profile - application requirements, vertical industry and geography to learn about prior CRM successes. You can also search by keyword including the names of specific CRM vendors.

  • ITwhirledRSS

    Customer technologies aren't just for big business anymore

    Posted April 1, 2003 - 7:29 pm

    Many small businesses may assume that CRM technologies are priced far beyond their means. But according to this article, that may be changing. Find out if your small business can benefit from what CRM has to offer.

  • CRM in your pocket

    Posted April 1, 2003 - 4:17 pm

    Mobile CRM sounds like a great idea with lots of possible applications, but no vendor has cornered the mobile CRM market yet, and analysts say we won't see anything anytime soon.

  • How to get CRM when it's not in the budget

    Posted April 1, 2003 - 4:04 pm

    Budgets for CRM are not what they used to be, so a little creativity is called for if you're in need of such an application. Some suggestions here are common sense, others are not. For example, some vendors might greatly reduce the price in lieu of a reference or participation in a case study.

  • ITwhirledRSS

    Customer technologies aren't just for big business anymore

    Posted April 1, 2003 - 3:28 pm

    Many small businesses may assume that CRM technologies are priced far beyond their means. But according to this article, that may be changing. Find out if your small business can benefit from what CRM has to offer.

  • ITwhirledRSS

    CRM mistakes small businesses make

    Posted April 1, 2003 - 3:20 pm

    Some SMBs are starting to move away from off-the-shelf customer relationship management (CRM) products and towards more complex applications. However, analysts say SMBs are not used to the negotiation involved with such a purchase. For example, analysts recommend seeking a low service estimate to drive down the cost of running a new system over the long term. See the complete list of mistakes to avoid when purchasing a CRM tool.

  • ITwhirledRSS

    Hosted MS CRM: No Big Threat

    Posted March 28, 2003 - 5:18 pm

    Microsoft is taking steps to become a full-service CRM vendors by partnering with Surebridge, a midtier application services provider (ASP). The deal requires users to buy their own CRM licenses from Microsoft, and then host them on Surebridge resources for a $99 per user per month commitment. Analysts doubt that this online version of Microsoft's CRM module will impact other ASP's business.

  • ITwhirledRSS

    The road to success is paved with determination - and a bit of tweaking

    Posted March 26, 2003 - 1:41 pm

    Jess Hartman, CIO and vice president of New Horizons, explains how the training company uses training, and creative integration, to make its CRM initiative a success.

  • Buystream upgrading online buying analysis product

    Posted May 11, 2001 - 10:57 am

    BUYSTREAM WILL ANNOUNCE Monday the release of Merchant 3.0, an upgrade to its reporting and analytic product for online retailers that adds greater scalability, easier access to information, and easier links to CRM (customer relationship management) systems.

  • Getting personal on multiple CRM channels

    Posted May 10, 2001 - 11:04 am

    MANY ENTERPRISES have longed to use multiple channels to offer more personalized customer service. In particular, companies would love to offer the level of individualized service currently available to customers through simple Web applications such as e-mail marketing and customized content.

  • Avaya sets its sights on firms with converged networks

    Posted May 9, 2001 - 4:25 pm

    Six months after being spun off from Lucent, Avaya has made several moves to shore up product lines where it lacked technologies.

  • Web services to enhance CRM

    Posted May 7, 2001 - 1:02 pm

    AS COMPANIES continue to enhance their CRM (customer relationship management) strategies with more automation and collaboration, many are finding that emerging Web-services technology holds the key.

  • Using multiple CRM channels

    Posted May 7, 2001 - 10:19 am

    Many enterprises have longed to use multiple channels to offer more personalized customer service. Now CRM (customer relationship management) companies are looking to spread personalization technology capability across the enterprise.

  • Tax refunds -- Is the money slipping through your hands?

    Posted May 4, 2001 - 3:30 pm

    Tax day has come and gone, income tax returns have been filed and are being processed by the IRS and millions of Americans are planning how to spend their refunds. Estimates say that the average federal tax refund this year will be approximately $750.

  • Is IT-enabled strategy the next wave?

    Posted May 1, 2001 - 2:53 pm

    What's the new nostrum for using IT to slay your competitors? The most recent IT strategy is a synthetic strategy that draws on multiple technologies and management approaches, not just one.

  • CRM to go

    Posted April 30, 2001 - 8:52 am

    Touted as the Next Big Thing in customer relationship management for some time now, wireless technologies finally seem poised to live up to expectations, as companies for which it makes sense slowly but surely warm up to the idea of wireless CRM.

  • Newcomer Grande takes on broadband behemoths

    Posted April 27, 2001 - 3:12 pm

    Texas startup uses CVM tools to help win customers the old-fashioned way -- door-to-door

  • NW200: When vendors promise the world

    Posted April 27, 2001 - 9:07 am

    The message from the Japanese office was a shocker. The global license for customer relationship management software painstakingly negotiated by a Charles Schwab IT executive had been declared invalid there.

  • Users Mix and Match When It Comes to CRM

    Posted April 25, 2001 - 12:24 pm

    The complexity of implementing software from different CRM vendors means big companies are hard-pressed to find one package to serve their needs

  • Wheelhouse chairman Frank Ingari talks up the managed-services provider approach to CRM

    Posted April 18, 2001 - 4:26 pm

    BEST KNOWN AS a senior executive with Lotus during its heyday and later as the CEO of Shiva, Frank Ingari is back at the helm of a new company. As founder and chairman, Ingari is the driving force behind Wheelhouse, a managed-services provider for CRM (customer relationship management) applications. Unlike other companies in this space, Wheelhouse is not wedded to any particular application. Instead, Wheelhouse uses its expertise to host and run a variety of e-business applications. In an interview with InfoWorld Editor-in-Chief Michael Vizard, Ingari talks about why he thinks the managed-services provider model makes the most sense today for deploying CRM applications.

  • IRS call center upgrade aims to boost tax-time services

    Posted April 18, 2001 - 8:57 am

    Among its initiatives, the IRS recently completed a $2 million upgrade of its call center applications, just in time for this year's tax season spike.

  • The ultimate road warrior productivity tool

    Posted April 17, 2001 - 3:40 pm

    ROAD WARRIORS of all stripes lean on e-mail, cell phones, and PDAs not just to keep up with the office but to maintain relationships with their clients. But taking care of customers requires having more information on hand than names and numbers, so many companies have started implementing CRM (customer relationship management) solutions.

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