Survey Shows CEOs Are Making Collaboration a Top Priority

July 23, 2008 by Jimson Lee

This article and research report is really a shameless plug for BusinessWeek and SAP, but I though it was worth pointing out.

Ever since EDP was renamed to DP, then MIS, IS, and now IT, we know that the business plan must be in line with the technology road map. There is a lot of […]

Written by Jimson Lee · Filed Under CRM Planning & Implemenation, Enterprise Resource Planning, Marketing & Sales, Press Releases, Research & Case Studies | Leave a Comment

AMR Research Report Ranks Top 10 CRM Vendors

July 8, 2008 by Jimson Lee

The Top 3 on this list should come to no surprise.

What is surprising is Microsoft in 8th place and you can bet they’ll use their market leverage to hopefully climb to the top 3.

What’s also interesting the growth rate from 2006-2007, notably the CRM giants on this list.

As expected, Salesforce.com is doing fantastic with their […]

Written by Jimson Lee · Filed Under CRM Planning & Implemenation, CRM Systems, Enterprise On-Demand, Enterprise Resource Planning, Research & Case Studies | Leave a Comment

SDLC Process or ITIL? Wrong question

June 6, 2008 by CRM Help Desk

By David Nichols, www.itsmsolutions.com
The full article can be found here.
Ever-increasing business and technological complexity are driving successful IT organizations to search for methodologies to ensure that new or changed IT services meet the requirements of the business customers, and create value for the business by being designed, delivered and operated in an efficient and effective […]

Written by CRM Help Desk · Filed Under IT Infrastructure Library, Research & Case Studies | Leave a Comment

Free or Cheap Help Desk Support Software

May 28, 2008 by Jimson Lee

I’ve been focusing a bit too much on CRM and now it’s time to shift gears a bit.
I’m going to focus on the small to medium business as a one or two person IT shop can simply use Outlook and public folders to track help desk tickets and incidents.
Here are a few good (and free!) […]

Written by Jimson Lee · Filed Under Customer Service, Help Desk Software, Research & Case Studies | 7 Comments

From Big G to Little Z: Google Apps vs Zoho Office Suite

May 26, 2008 by Jimson Lee

On Friday, I discussed Zoho CRM Enterprise vs. Salesforce and Google Apps.
Now I want to take a closer look at their office and collaboration suite.
Google Apps vs Zoho Office Suite
I won’t attempt to rehash the wheel, as Lifehacker.com did a great side by side analysis of these two David and Goliaths.
Google Apps standard is free, […]

Written by Jimson Lee · Filed Under CRM Planning & Implemenation, CRM Systems, Enterprise On-Demand, Enterprise Resource Planning, Research & Case Studies | 1 Comment

Kodak: Siebel CRM for Uniformity & Forecasting - Sales Force Case Study

January 14, 2008 by CRM Help Desk

Siebel CRM On Demand brought Kodak’s GCG three key benefits:
1. Brought uniformity of reporting and pipeline forecasting to US Sales staff
2. Delivered real-time analytics for Sales staff and management
3. Provided a uniform set of processes for integration of all US/C acquisitions.
To build Kodak’s market position in the professional graphics segment, it bought […]

Written by CRM Help Desk · Filed Under CRM Planning & Implemenation, CRM Systems, Marketing & Sales, Research & Case Studies | Leave a Comment