In 2010, finding the right technology partner to move contact centers into the cloud, and the right commercial model to buy those services, will be vital. This year, in particular, purchasing decisions will be under scrutiny by finance departments, regulators and investors.

To target, acquire, and retain customers, sales teams in five regions—the U.S., Europe, Africa, Australia, and Asia—were using systems ranging from Siebel CRM, spreadsheets, and Oracle Financials, to bespoke platforms and email. The fragmented approach meant there was no single view of global and multi-national accounts, and the lack of a consolidated sales forecast. There was no predictability, no historical information—but there were overlapping sales pipelines.

IBM recently unveiled the Lotus Center for Advanced Collaboration (LCAC) in Pune, India, which the company plans to develop into a regional hub for Lotus advanced collaboration strategy & solutions.

COL Limited announced new HR platform-based Business Process Outsourcing (BPO) Services to address the increasing demand fr

Amid the rapid growth of the CRM market, there are a number of technological advances CRM professionals must pay attention to as they plan their CRM architecture. In this article, Gartner outlines five such technologies: Cloud computing, social networks, analytics, unified communications and Web-oriented architectures

Many companies encounter SaaS CRM integration problems because the business side of the organization and the IT department are not in sync. In this article, Barney Beal talks about the importance of business input and IT in SaaS CRM integration projects.

Beagle Research founder and noted CRM guru Denis Pombriant talks about the technologies that have come out of the economic recession.

Worldwide CRM market revenue totalled $9.15 billion in 2008, a 12.5% increase from 2007 revenue of $8.13 billion, according to Gartner Inc.