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  • 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.
  • CRM's Identity Crisis: Duplicate Contacts

    Posted February 22, 2010 - 2:11 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. The problem occurs at two levels: contact information blur from multiple databases, and avatar confusion from multiple entry points into your company's web and social networking sites. This week, we'll cover the top layer of the problem.
  • Salesforce.com launches private beta for Chatter

    Posted February 17, 2010 - 5:52 pm

    Salesforce.com on Wednesday announced a private beta program for Chatter, the enterprise collaboration platform first announced last year, positioning it as an alternative to Microsoft SharePoint and IBM Lotus Notes.
  • Oracle making new push into social services software

    Posted February 17, 2010 - 4:40 pm

    Oracle has its heart set on dominating the social services software market, in which its rival SAP has historically had a strong hand.
  • CRM Tips: Delete the Delete Privilege

    Posted February 10, 2010 - 9:49 pm

    CRM systems are designed to be user friendly, not imposing undue security in the interest of usability and fast adoption. CRM users are business people who aren't likely to put up with sound arguments about the need for data hygiene. After a few months of disappearing data and incomplete reports, they're more likely to listen...but not at the beginning.
  • SAP hits reset button with CEO change

    Posted February 8, 2010 - 10:03 pm

    The German company hopes to focus more on innovation and making customers happy again.
  • ERP Costs: 3 Signs Companies Are Wasting Less Money

    Posted February 5, 2010 - 10:48 pm

    It took a worldwide recession to start the trend, but there are signs that companies are getting ERP costs under control, according to a new report from Panorama Consulting. But there's still more work to be done.
  • Why Watching 'Lost' Is Like Managing ERP

    Posted February 3, 2010 - 4:36 pm

    You've got your bewildering subplots (confusing vendor roadmaps), spectacular crashes (ERP project failures), island archetypes (penny-pinching CFOs) and smoke monsters (scary upgrades). Need we say more?
  • CRM Tips: The Trouble With Activity Management

    Posted February 1, 2010 - 5:40 pm

    The whole point of a CRM system is to improve revenue productivity and the quality of customer interaction. That means measurement. So why shouldn't measurement look beyond output and examine the activities that contribute to revenue, closed cases, and happy customers?
  • SharePoint 2010: Five New and Improved Features

    Posted January 28, 2010 - 3:40 pm

    You may not need all the features SharePoint 2010 has to offer, but advances in areas such as social media, offline access and better CRM and ERP integration make it worth a look. Here's a rundown of what's new and/or improved.
  • CRM Deployment: Users Can't Set Timetable

    Posted January 19, 2010 - 4:10 pm

    With most enterprise applications, the executive champions and the user community are typically measured and have manageable expectations. Think accounting. With CRM, it isn't necessarily so.
  • CRM Team Staffing - Inside or Out?

    Posted January 11, 2010 - 4:40 pm

    In the good old days of CRM, the software ran on your servers and needed heavy customization to really work with the rest of your business. The staffing decisions were pretty straightforward: There might be implementation consultants, but the system needed an ongoing team of your own staff. In one of these classic on-premise implementations I came across just last year, the CRM "permanent staff" was 1 development/operational person for every 100 users.
  • Touchy-Feely CRM: How to Get More Customer-Driven Data

    Posted January 7, 2010 - 9:10 pm

    Almost all CRM systems are full of data that's been populated by your company's people. Sure, the notes and updates are about the customer relationship, but it's put in from your perspective and for your reasons, not the customer's. In many cases, the only information that has actually been put in the CRM system by the customer themselves is their name, e-mail address, and phone number.
  • ERP in 2009: Looking back, looking ahead

    Posted December 22, 2009 - 4:54 pm

    The global recession had a major impact on the ERP (enterprise resource planning) software market in 2009, leading to flagging license sales and delayed projects. 2010 will see good deals for buyers, plus high-profile new applications.
  • Data Loss Protection and Your CRM System

    Posted December 17, 2009 - 12:10 pm

    Information Leak Prevention (also known as Data Loss Protection) is a fairly well established area for security software, but most of the marketing noise is about protecting financial system data from unauthorized access or transmission. Why is this functionality so important for a CRM system?
  • Four Dirty Little Secrets of CRM Requirements Lists

    Posted December 7, 2009 - 3:40 pm

    For many enterprise systems, requirements lists from various companies look pretty consistent. Not so with CRM systems. What do you have to do differently to evaluate, prioritize, and satisfy CRM requirements? Consider these four tips.
  • CRM: When Should Customer Service Run the Show?

    Posted November 24, 2009 - 2:39 pm

    Most customers think about CRM as a sales and marketing system. But in many industries, the customer actually has more contact with customer service. When should CS be running the CRM show, and what changes when they do?
  • Benioff trumpets Force.com platform's success

    Posted November 19, 2009 - 7:40 pm

    Salesforce.com CEO Marc Benioff on Thursday attempted to cement an image of the vendor as a full-blown application development platform provider, not merely a purveyor of SaaS (software-as-a-service) applications.
  • CRM Tips: How to Find the Right Analytics Tool

    Posted November 18, 2009 - 4:40 pm

    CRM systems typically have a built-in reporting engine, and some are pretty amazing considering they're driven entirely by browser-based wizards. Most systems have some sort of dashboard system that give executives a little eye-candy.
  • Salesforce.com announces 'Chatter' social-networking app

    Posted November 18, 2009 - 3:10 pm

    Salesforce.com opened up its annual Dreamforce conference on Wednesday by previewing Salesforce Chatter, a social-networking application the vendor dubbed a "Facebook for the Enterprise."
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