http://www.itworld.com/crm-0 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