http://www.itworld.com/taxonomy/term/1474/all xx http://www.itworld.com/software/69605/salesforcecom-6-areas-watch-after-rollout By now, most organizations have used some sort of a SaaS application, so there's familiarity with the basics of hosted software. But CRM applications are by their nature much more likely to be integrated with other business-critical applications, either behind your firewall or in hosted data centers, so they present some new challenges. Furthermore, applications with really rich web-services APIs (such as Salesforce CRM) can surface operational, policy, and process issues in your IT organization. http://www.itworld.com/software/69605/salesforcecom-6-areas-watch-after-rollout#comments IT management/strategy Software Opinion CRM Salesforce.com Mon, 22 Jun 2009 14:48:38 -0400 ITworld staff 69605 at http://www.itworld.com http://www.itworld.com/small-business/67072/technology-planning-small-business-growth A reply to my post from last week “Is Your Small Business Goal to Grow or Not?” asks an interesting question: if growth is the goal of a small business owner, how do you include technology planning in your development? ArcherTC reported giving little thought beyond what tools to use today. And as software and hardware keep jumping forward, including the scary thought (at least to ArcherTC) of ever-increasing cloud computing options, how does one pick the right technology to support growth? http://www.itworld.com/small-business/67072/technology-planning-small-business-growth#comments Business Internet SaaS Small business Opinion CRM E-mail Microsoft Small Business Server Saas Tue, 28 Apr 2009 11:52:21 -0400 James Gaskin 67072 at http://www.itworld.com http://www.itworld.com/crm/58813/five-steps-customer-service-strategic-weapon Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage. http://www.itworld.com/crm/58813/five-steps-customer-service-strategic-weapon#comments CRM Opinion call center contact center CRM customer service Thu, 04 Dec 2008 17:25:11 -0500 Vincent Deschamps 58813 at http://www.itworld.com http://www.itworld.com/crm/57477/demand-crm-market-reach-38-billion-2013 On-demand CRM model will enjoy double-digit growth rates in the next five years, but investors and users will start getting disappointed with this growth if there is no payoff, says Datamonitor. http://www.itworld.com/crm/57477/demand-crm-market-reach-38-billion-2013#comments CRM News CRM Datamonitor on-demand CRM Fri, 07 Nov 2008 08:20:48 -0500 ExecutiveBrief 57477 at http://www.itworld.com http://www.itworld.com/crm/57429/provident-bank-realizes-dramatic-customer-service-improvements-using-echopass-advanced-cal Background. For a banking institution founded nearly 170 years ago, The Provident Bank of New Jersey is already modern in its approach to customer service. Its corporate slogan, “Hassle-free banking for busy people®,” summarizes its philosophy of removing obstacles and ensuring fast, accurate, and professional customer encounters. http://www.itworld.com/crm/57429/provident-bank-realizes-dramatic-customer-service-improvements-using-echopass-advanced-cal#comments CRM Case study banking call center CRM echopass finance Thu, 06 Nov 2008 13:56:05 -0500 bruce dresser 57429 at http://www.itworld.com http://www.itworld.com/crm/56878/when-free-not-free-erp-field-service-vs-best-class-software Many CIOs have bought the premise offered by ERP suite developers that the benefits of a tightly integrated package from a single vendor outweigh the lack of features and functionality found in the best-in-class software approach. http://www.itworld.com/crm/56878/when-free-not-free-erp-field-service-vs-best-class-software#comments CRM Opinion CRM ERP field service license fee service management SOA Tue, 28 Oct 2008 16:50:30 -0400 AlisonHMS 56878 at http://www.itworld.com http://www.itworld.com/business/56688/profitability-may-be-elusive-demand-crm Datamonitor says on-demand CRM companies may be growing in terms of subscription revenue, but profits aren't keeping pace. http://www.itworld.com/business/56688/profitability-may-be-elusive-demand-crm#comments Business Software News CRM Fri, 24 Oct 2008 14:05:07 -0400 ITworld staff 56688 at http://www.itworld.com http://www.itworld.com/virtualization/55186/leadership-customer-care-virtual-business-process Customer care is the buzz phrase of 2008. Depending on which vendor you speak with the phrase can have various unique meanings rooted in what the vendor is selling. Customer care is becoming a source of significant differentiation between firms. In the virtual world of e-Business, customer care must include the full life cycle of care: target, acquire, transact, service, retain and grow with each step being in alignment with business processes. A sound customer care program provides substantial benefits to the Internet-enabled business. http://www.itworld.com/virtualization/55186/leadership-customer-care-virtual-business-process#comments Business Virtualization Opinion Business CRM Customer Care virtualization Fri, 19 Sep 2008 14:38:58 -0400 Martha Young 55186 at http://www.itworld.com http://www.itworld.com/crm/55029/crmsocial-networking-extending-customer-contact Get those customers’ profiles and their networks to work for you as their online identities are usually in more than one social network. ExecutiveBrief http://www.itworld.com/crm/55029/crmsocial-networking-extending-customer-contact#comments CRM Feature CRM social networking Mon, 15 Sep 2008 11:08:33 -0400 ExecutiveBrief 55029 at http://www.itworld.com http://www.itworld.com/crm/54503/sales-marketing-automation-state-market-survey-q3-2008 In August 2008, www.Pinpointe.com and www.ResearchCorp.org conducted a survey of 443 sales and marketing decision makers to gain insights into the state of marketing automation and email marketing in the enterprise. Respondents included a mix of B2B and B2C companies. http://www.itworld.com/crm/54503/sales-marketing-automation-state-market-survey-q3-2008#comments CRM Research CRM email marketing research Sales Force Automation Tue, 26 Aug 2008 19:22:34 -0400 pinpointe 54503 at http://www.itworld.com