Years after Lou Gerstner left IBM after successfully resurrecting the company, IBM appears, once again, on the growth acquisition path. But its recent acquisitions suggests that the company may be shifting to enterprise applications. Is IBM entering the hotly competitive CRM software space?
There's no question Web logs, or blogs, have burst onto the scene as a powerful way for organizations to market themselves, disseminate information and monitor their customer reaction. However, given the organic nature of blogs, some question just how much, or whether, the marketing department should be involved
Google is much more than a search engine these days. It’s in the mobile phone business (I recently broke down and got myself a Droid Incredible). It’s in the TV business. It has its own browser and its own collaboration platform. Now, its going into CRM.
Gartner and 1to1Media got together again to bestow their annual CRM award winners at the Customer 360 Conference here in LA. Some of the winners gathered on stage for a panel discussion with Don Peppers, and shared some interesting tidbits and specific steps they took that helped make their projects a success.
If you have not heard of Sen. Charles Schumer (D-NY), better start reading up on him. He is proposing legislation to limit call center jobs that are outsourced overseas.
Back when I first started covering the CRM market the constant discussion of CRM failures had mostly passed. Sure, it was still an issue. Everyone remembered the AT&T Wireless-Siebel disaster and didn’t want to be the next poster child. But every once in a while, something surfaces to remind us to remain vigilant. Ask British Sky Broadcasting Corp (BSkyB). Or maybe instead you should ask EDS and HP.
Generating revenue remains top of mind for businesses with over 65% ranking this as their number one prority. Only 49% of respondents see customer retention as more important. The disparity suggests a focus on tactical approach to doing business.
For many businesses, the challenge is not optimizing infrastructure, or developing the most advance, most feature-riched product. It is achieving the most compelling customer experience ever. Apple has shown that if you deliver an exceptional experience, they [customers and revenue] will come.
Oracle's launch of the Exadata and creating a new opportunity in an old market is paving the way for old enemies to gang up on it. SAP is claiming to be in talks with HP, IBM, Cisco and EMC to deliver what amounts to be an Exadata-clone for lack of a better word.
SAP agreed to buy Sybase for US$5.8 billion further accelerating the software arms race that appears to have no end in sight. IBM says software is the new target. What is Microsoft doing?
Knowledge Central Multiple
Knowledge Central
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There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
