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Over the past few months, I have listened to several aspiring young companies complain that they could not introduce a new application because the wireless operator had no way to bill the customer for it.
According to Don Blumberg of D.F. Blumberg Associates, Inc., the European service market will grow from about $220 billion in 2000 to close to $400 billion in 2005. A significant change, says Blumberg, is the fact that quality, continuity and geographic coverage have become as important as price.
Is customer-based government an oxymoron? Siebel Systems doesn't think so.In May, Michael C. Maibach was appointed to the position of senior vice president of government affairs to begin educating and promoting Siebel products to the thousands of government agencies in the U.S. and around the world. Reporting directly to Thomas Siebel, Maibach plans to introduce the same multi-channel software solutions that the private sector enjoys into government agencies, enabling them to integrate their communications channels into a single customer view and report performance metrics in real time
Save time and money on travel and heighten service levels by meeting online with colleagues, customers and prospects.
Unveiling its latest product offerings at a major conference in Las Vegas earlier this summer, enterprise software supplier PeopleSoft seemed to have a convincing customer management story. The operational functionality it inherited from its acquisition of Vantive has been fleshed out, strengthening its hand in its long-running battle with the likes of Siebel, Oracle and SAP.
When it comes to utilizing technologies to better serve customers, do high-tech companies practice what they preach? Two companies--National Semiconductor and iTouch Communications--are harnessing high-tech tools via the Web to provide customers with more timely information, help salespeople close sales, consolidate and assist distributed customer support staff and train partners.
Nowhere in the CRM community is there more contradiction and confusion than in customer metrics. People either espouse customer metrics as the holy grail of CRM or they label them a waste of time. But the basics are simple--your ability to use customer-centered metrics to mange your business will depend largely on what business you are in and the relative importance of sustained customer relationships.
Cable & Wireless replaced its traditional, paper-intensive market research with a Web-based customer feedback solution. The program's success is a prime example of the synthesis between strategy and technology.
U.S. Government security officer James Craft offers tips on what your company should do (and not do) in planning out a wireless security strategy.
Even as the Indian software industry grapples to buck the tech slowdown trend, the nation is groaning under the weight of infrastructure bottlenecks that are bedeviling its plans to capitalize on India's enormous wealth of talent and resources.
New research from Jupiter reveals that businesses should begin outsourcing basic, tier-one CRM issues to offshore contact centers
Fewer than half of mid-sized and large European companies have purchased goods and services over the Internet, and the growth rate seems to be creeping at a snail's pace, judging by the results of a recent survey from research firm IDC.
If only you could capture, analyze and act on the details of the relationships that go on from day to day and year to year between your field people and the clients they serve you could mine a rich new resource- -field data- -which could become an invaluable corporate asset.
If you're the type that likes to take the road less traveled, read on to find out what capabilities you can get by diverging from the Palm OS majority.
While competition is mounting, especially from upstart Handspring, Palm is still the recognized leader in handheld computing products, controlling roughly 60 percent of the handheld market.
If you missed the August 15, 2001 Web chat, here is a full transcript of the event. Forrester Research analyst Chris Kelly and CRM magazine contributing editor Jason Compton examine solutions for gathering, sorting and marketing customer information by answering participant questions.
Choosing the right sales force for your CRM-savvy company means more than just finding people who know the software. The new sales person must be willing to farm existing customers as well as chase down new ones
One of the most persistent myths about KM is that it is technology based. Unfortunately, cutting-edge gadgets do not KM make.
E-merchants hoping to use CRM technologies to improve that vitally important customer touch point, the contact center, beware: In their current state, many contact center functions may serve only to drive online customers away. And who among us cannot sympathize with these disgruntled customers.
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