Peregrine's $1.1 billion acquisition of Remedy suggests that the future of Peregrine's products may lie in customer support-driven solutions. But the fate of Remedy's CRM suite remains unclear.
CRM Featured News,
Posted 02 Oct 2001
The ACT! contact manager not only keeps track of names and contact information, but also tracks more esoteric details, connects them, moves them around and provides many other functions to make keeping in touch easier.
CRM Featured News,
Posted 01 Oct 2001
A Q&A with Yankee Group's Brian Jones.
CRM Featured News,
Posted 28 Sep 2001
Incentives used by private industries to promote knowledge sharing among their workers are inadequate to encourage the same level of sharing among workers in the public sector. Tighter budgets preclude most direct monetary incentives, and the level of delays and red tape dealt with by the average government worker can make knowledge sharing seem more of a bother than a boon. However, there are things that KM advocates in the public sector can do to encourage enthusiastic knowledge sharing among their workers.
CRM Featured News,
Posted 27 Sep 2001
As customer interaction centers struggle to implement technology, speech recognition technology is emerging as a viable tool--but not a complete solution.
CRM Featured News,
Posted 26 Sep 2001
AMR analyst Lindsey Higgs explains how Enterprise Commerce Management could ease the pain of front- to back-office integration
CRM Featured News,
Posted 25 Sep 2001
Remote-connected employees depend heavily on their cellular phones to let them conduct business on the road. But growing public concern about the safety issues involved may prevent workers from staying connected while driving.
CRM Featured News,
Posted 25 Sep 2001
By providing context-specific, just-in-time learning, managers can overcome reluctance to adopt new CRM tools, reduce training time and improve employee performance. The key lies in when and how to introduce e-learning into the project.
CRM Featured News,
Posted 25 Sep 2001
Latin America may soon become a hotbed of activity for CRM software vendors. Here's why.
CRM Featured News,
Posted 25 Sep 2001
This final installment in the six-part CRM Strategy series deals with execution of a CRM strategy.
CRM Featured News,
Posted 21 Sep 2001
Natural language based search tools represent an important advance in data search technology. But are they advanced enough to truly benefit corporate users?
CRM Featured News,
Posted 20 Sep 2001
Privacy advocates struggle to protect consumers and data collection regulations tighten worldwide. In response, companies must find new ways to collect and utilize consumer data to provide personalized CRM while remaining sensitive to these issues.
CRM Featured News,
Posted 20 Sep 2001
Blumberg uses his experience with the evolution of portable computer technology to predict the future of field terminals. He argues that mobile workers will soon regularly use technology once described only in science fiction stories, and speculates on what the next step beyond that will be.
CRM Featured News,
Posted 17 Sep 2001
Zamba Solutions originally created its knowledge management program to facilitate information transfer between the members of its rapidly expanding employee base. But when the economy softened, the program, based around a platform from Intraspect Inc., shifted focus to retaining knowledge as employees left.
CRM Featured News,
Posted 17 Sep 2001
The potential for online self-help is largely unrealized in the B2B arena, but with spiraling support costs, that's likely to change. B2B online help is not interchangeable with B2C, however. Partnerships and technical requirements create different needs that must be addressed in B2B self-help environments.
CRM Featured News,
Posted 13 Sep 2001
Personalization, enabled by technology, is about trying to recover the highly individualized levels of customer service apparent in the era of the village economy, while retaining the cost advantages delivered by the industrial revolution and the mass-market economy. And since today's customers prize service and their own time above all else (yet they also expect highly competitive pricing) technology-enabled personalization can make this possible.
CRM Featured News,
Posted 12 Sep 2001
Joseph Batista, director of enterprise and Internet initiatives at Compaq Computer Corp., is leading a unique sales approach, which dispenses knowledge to help businesses grow.
CRM Featured News,
Posted 06 Sep 2001
Despite the risk, the cost, and the time required to implement CRM, companies continue to take the plunge. What motivates them, and what do they hope to get out of it? A new survey provides some insight.
CRM Featured News,
Posted 05 Sep 2001
Just two years ago PeopleSoft was dismissed as "struggling" or "lost." But it has charged back with PeopleSoft 8 CRM, a Web-architected enterprise solution featuring a new CRM component. And the competition is getting more than a little nervous. How nervous? Let's just say that the war rooms across Silicon Valley are open 24/7.
CRM Featured News,
Posted 31 Aug 2001
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