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CRM: Solutions to its Classic Flaws -I

There’s a reason CRM is the fastest-growing category of enterprise applications, with worldwide revenues projected to grow more than 50% annually to reach £77 billion in 2007 (META Group). By automating and integrating a host of customer-related processes, vendors of high-end CRM suites promise enterprises the ability to increase revenues, streamline processes, and reduce costs. But while CRM vendors wax on about the virtues of their solutions, they neglect to discuss seven less appealing characteristics of these packages: 1. Excessive license and implementation costs, 2. Endless implementation timelines,
3. Technologically complex deployment, 4. Organizational upheaval, 5. Poor adoption rates, 6. Weak links in the solution set, 7. Elusive ROI.
Any one of these factors would be enough to trigger second thoughts about investing in an expensive CRM suite. Taken together, they cry out for an alternative. Online sales management is a particularly strong alternative, offering many of the benefits of CRM in a small fraction of the time and expense-and none of the chaos.

5 Hosted CRM or On-Demand CRM Solutions to Consider

Web-based CRM (also referred to as hosted CRM, on-demand or online CRM, or browser-based CRM) offers the advantage of using and developing applications online.
By using online applications, where all you need is a browser, businesses can focus on on more critical tasks that will make an impact to your business (profit wise!) instead of […]

Customer Service: Smile, Eye Contact, Use Last Name

I was reading the Seattle Times last weekend and came across this article on customer service.
In the years of my customer service experience, the motto Smile, Eye Contact, and Use Last Name has always been the key to obtaining great customer service.
For example, the hand shake was not promoted probably because of cultural issues, […]

ITIL’s IT Service Lifecycle - The Five New Silos of IT

By Rick Lemieux, www.itsmsolutions.com
The full article can be found here.
In my last article I spoke about IT’s evolution from its technological heritage into a Managed Services Provider utilizing the five domains of ITIL V3 as its ticket into the enterprise business leadership circle. Much has been written about breaking down the technological silos that have […]

LongJump Debuts On-Demand Database-as-a-Service

Sunnyvale, California - January 9, 2008 - On-demand business applications firm LongJump, a service of Relationals Inc., has developed new application programming interfaces, designed to enable its platform to deliver a ”Database-as-a-Service” (DaaS) offering.
Pankaj Malviya, Founder and CEO of LongJump noted, ”Businesses want unified web applications that help them manage their critical business information and […]

CRM Not Helping: Customer Service Getting Worse

The article is from CRM Not Helping: Customer Service Getting Worse, Accenture Finds By TMCnet Contributing Editor’s David Sims.
Here’s what all those billions of dollars spent on CRM have bought you: A recently-released study by Accenture find that — brace yourself — companies “are not keeping pace with consumers‘ rising expectations for service, especially in […]

Data Breaches Set Record in 2007, Identity Theft to Increase in 2008

According to the latest data from the Identity Theft Resource Center (ITRC), the number of publicly reported data breaches in the U.S. rose by more than 40 percent in 2007.
The ITRC cited 443 publicly reported breaches in 2007 as of December 24. That compares to 315 publicized breaches in 2006. In all, 127 million data […]

SugarCRM Raises $14.5M

Last month’s big headlines was NetSuite’s IPO, but last week had a smaller news item that went unnoticed and may seem insignificant, but may be a big player one day: SugarCRM.
SugarCRM took hold of $14.5 million last Wednesday in an investment round designated “Series D”.
Who is SugarCRM? They specialize in “commercial open source customer […]

Microsoft’s ‘Titan’ CRM 4.0 vs. Salesforce.com

And let’s not leave out Oracle’s Siebel On-Demand.
Microsoft released the software to manufacturing last month, and resellers are working with customers as a subscription service, or software-as-a-service (SaaS). Alternatively, Microsoft will also offer CRM 4.0 on demand from its own data centers within the next several months, as well as their conventional on-premises or […]

LiveTime adds Informix Dynamic Server 11 support to its ITIL Service Management

LiveTime releases update to LiveTime Service Manager and Help Desk supporting Informix Dynamic Server 9 to 11.
Newport Beach, CA - January 7, 2008 - LiveTime Software, a leading provider of ITIL certified Web 2.0 Service Management, Help Desk and Customer Support Software, today announced support for IBM’s Informix Dynamic Server (IDS) 11.
LiveTime was able to […]

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