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  • Why Salesforce.com Chatter Matters

    Posted April 12, 2010 - 3:56 pm

    Everybody knows that social networking sites are great for consumers and trend-followers. What's all this noise about Salesforce.com's Chatter for business?
  • Does your ERP system run your business?

    Posted April 12, 2010 - 9:06 am

    ERP software runs your business, right? Not so fast! ERP systems are very comprehensive and help you perform your business activities, but it's not your software that runs your business, and it's important to understand who does.
  • Salesforce.com unveils 'Chatter-enabled' apps

    Posted April 8, 2010 - 8:44 am

    Salesforce.com's Facebook-like application Chatter has been integrated with a range of products from partners, setting the stage for a new standard in the business software user experience, the vendor said Thursday.
  • Sybase updates mobile app for iPad, Android

    Posted April 6, 2010 - 1:10 pm

    Sybase extends mobile management product to iPad, Android
  • CRM for Road Warriors: Phone or Laptop?

    Posted April 5, 2010 - 4:47 pm

    CRM was born in the call center and grew up in the headquarters office. Now it's a teenager and wants to travel. What do you need to consider for your road warriors, and what's reasonable to give them for software and devices?
  • The Double-Edged Sword in Business Software

    Posted April 2, 2010 - 8:00 am

    The software world is a fabrication by the software designers and engineers, and they can tell the system to do pretty much whatever they (or you) want to. But this flexibility will cost you. Instead of just being able to write "ball bounce," the programmer has to write the entire universe in which that ball is to bounce, and that is not easy, nor is it easy to change.
  • Lawson puts its ERP on Amazon's cloud

    Posted March 31, 2010 - 8:37 pm

    Lawson Software announced a partnership on Wednesday that will make its ERP (enterprise resource planning) and other applications available on Amazon Web Services' cloud-computing infrastructure service.
  • Oracle adds pharmaceutical focus to CRM on Demand

    Posted March 31, 2010 - 4:55 pm

    Oracle announced the 17th version of its on-demand CRM (customer relationship management) application Wednesday and made a fresh push into pharmaceutical sales with a Life Sciences edition of the software.
  • Optimize CRM for E-Mail Blasts

    Posted March 31, 2010 - 3:35 pm

    In many markets, e-mail has become a more important customer interaction tool than the phone. And for many companies, most of the e-mail sent out is not person-to-person: it's sent in bulk blasts. E-mail blasting tools and services are evolving at a very rapid pace, with the product definitions blurring (particularly when it comes to the marketing automation category). So let's try to get things straight.
  • Inside the CIO's 'Big Four' Application Priorities

    Posted March 30, 2010 - 11:35 am

    ERP, CRM, BI and supply chain are among the most core applications to enterprises. Where are CIOs paying the most attention? CIO magazine's new "Technology Priorities" survey shows where companies are in their application evolutions.
  • What To Do with Your CRM Systems After a Merger?

    Posted March 23, 2010 - 7:50 pm

    Extensive academic research shows that the majority of mergers fail to increase shareholder value, often because the integration of acquired business units takes longer than anyone planned. So the ability to effectively integrate the information systems of merged business units is a key success factor for any acquirer. Even though there are a lot of corporate integration consultants, the execution of their strategic plans seems to go awry...particularly when it comes to CRM systems.
  • ERP Application Consolidation: When It's Time to Cut

    Posted March 22, 2010 - 8:54 pm

    Remember Aron Ralston? He was the mountain climber who, back in 2003, was forced to cut off his own arm, which was trapped under a boulder, to save his life. Ralston had recklessly hiked alone and neglected to tell anyone where he was headed. His grave six-day ordeal was extraordinary and captivating.
  • Forrester: Uncertain future for SAP's NetWeaver

    Posted March 22, 2010 - 3:10 pm

    SAP customers shouldn't rely on the vendor's NetWeaver technology stack for all of their middleware needs in the future, according to Forrester Research.
  • IBM, insurer develop 'eHarmony for the call center'

    Posted March 18, 2010 - 12:40 am

    IBM and insurance provider Assurant Solutions have come up with a project that, in the manner of dating services like eHarmony, uses analytics to match up call center callers with the most appropriate representative.
  • Why the New Normal Could Kill IT

    Posted March 15, 2010 - 9:03 pm

    The modern-day IT shop has become too big to fail. Let IT keel over, and watch everything you hold dear go to hell. Just try it.
  • Don't Let Your CRM System Feed the Lawsuit Beast

    Posted March 15, 2010 - 5:05 pm

    Part of my consulting work is as an expert witness, working with lawyers as a forensic CRM analyst. These cases usually involve mergers, reseller agreements, and breaches of contract. But they may also involve wrongful termination, customer privacy issues, trademarks, and compliance issues. For an analyst who knows what they are doing, your CRM system holds a wealth of discoverable clues that can be turning points for lawsuits.
  • Pegasystems buys CRM vendor Chordiant

    Posted March 15, 2010 - 2:23 pm

    Pegasystems said Monday it would buy Chordiant for roughly US$161.5 million, adding CRM (customer relationship management) and analytics capabilities to its BPM (business process management) stable of applications. The deal is expected to close in the second quarter.
  • SaaS ERP Has Buzz, But Who Are the Real Players?

    Posted March 11, 2010 - 5:01 pm

    An Aberdeen Group report lists the nine SaaS vendors that offer actual ERP software and services -- not just a bunch of cloudy marketing hype.
  • RightNow tries to change SaaS contract, pricing game

    Posted March 4, 2010 - 2:10 pm

    CRM vendor RightNow announced a new SaaS (software as a service) pricing and licensing model on Thursday that it says provides customers with fairer, clearer deals. The company also issued a "Cloud Challenge" to competitors, urging them to adopt similar principles.
  • When Your CRM System Passes 1 Million Records

    Posted March 3, 2010 - 10:36 pm

    There isn't a sales force in the world that says it has enough Leads. And you won't find many marketing VPs who want to do fewer campaigns. So there's a never-ending stream of new leads, prospect interactions, and conversations to be stored in the CRM system. At companies in consumer markets, open source software, and other categories it's not unusual to find a million leads or more. But that's just the beginning: if you're using the latest marketing automation system, every e-mail, web download, and prospect response is recorded in the CRM system. And if you have a large call center, every call and e-mail exchange should be recorded well.
  • Sybase brings SAP apps to mobile phones

    Posted March 2, 2010 - 8:11 pm

    Sybase and SAP on Tuesday released the long-awaited first fruits of the mobile partnership they announced about a year ago.
  • NetSuite courts old-school VARs with new offer

    Posted March 1, 2010 - 6:40 pm

    NetSuite is trying to energize its sales channel with a new offer that gives resellers 100 percent of a subscription deal's value in the first year and 10 percent thereafter.
  • ERP Support: How Far Will Oracle Go to Protect Golden Egg?

    Posted February 24, 2010 - 5:17 pm

    What does Oracle think about those companies that offer third-party maintenance and support services for Oracle's software--for up to half off Oracle's price? Look no further than the names of these two lawsuits:
  • Beyond CRM: SaaS slips into the mainstream

    Posted February 22, 2010 - 10:07 pm

    Customer relationship management applications are still the largest segment of the ballooning software-as-a-service market. But the landscape is changing. Pressured to provide faster and better service capabilities while also keeping a tight rein on capital costs, businesses of all sizes are turning to SaaS for everything from recruitment, hiring, workforce scheduling and payroll applications to procurement management and even central ERP systems.
  • CRM's Identity Crisis: Duplicate Contacts, Part 2

    Posted February 22, 2010 - 5:50 pm

    At the core of customer relationship management is "who am I talking with?" In a simple SFA or CRM system, it's obvious: you called them, or they called you. But in Enterprise CRM, it's tricky to identify exactly whom the interaction is with, and every new data source seems to make it harder. Last week, we dealt with the blurring of contact information from multiple contact lists. This week, we're dealing with avatar confusion from multiple entry points into your company's web and social networking sites.

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