As part of cost-cutting measures, more companies are offshoring their tech-support divisions. Customers of companies like Hewlett-Packard, Microsoft, AOL and Dell regularly route their calls to overseas help desks, often located in India. Although training is available for these offshore personnel, ...
No matter how impressively a CRM or ERP application performs within a company, if it flunks with customers, it can become a staggeringly expensive piece of shelfware. To avoid this outcome, companies increasingly are purchasing software or services that monitor end-user interactions with application...
As e-commerce companies hammer out ways to fulfill customer orders with greater speed and accuracy, more and more of them are offering same-day shipping. For a small e-tailer that processes only a few orders per day, taking this step is usually not difficult. But at a large company that receives sc...
In late 2002, Microsoft rolled out the first version of its CRM software. In the intervening year, the company reports, more than 1,000 companies have purchased the product and praised its ease of use and painless integration. Not all companies are so enthusiastic, however. Some report software glit...
In today's business environment, most retail companies have an Internet presence, typically an e-commerce Web site where customers can buy products online. Considering the ubiquity of e-commerce, however, few companies seem to understand how to walk the fine line between enticing online customers to...
A CIO or IT manager who is trying to decide which CRM path his or her company should take faces an extremely tough decision. In the first installment of this two-part article, analysts and CRM vendors weighed in on whether a company should purchase an in-house CRM system or outsource the project by ...
As businesses have focused more on efficiency and cost savings -- and less on big-budget purchases -- as cornerstones of IT strategy, they have begun considering on-demand CRM services far more seriously than ever before. Amid this shift, another trend is surfacing. While many companies seem all too...
Salesforce.com's sforce 2.0 platform "could do for application development and the software business in general what salesforce.com's CRM product has done for CRM. If that is so, it will be sforce rather than hosted CRM that is the true disruptive innovation," Denis Pombriant, vice president and res...
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