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Customer Relationship Management (CRM)  
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Minimizing the Total Cost of Technical Support for Enterprise Applications
by David Bourque
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a…
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The Customer Relationship Management Vision: It Starts with Relationships
by Michael Chuchmuch
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the mystery out of what makes an effective CRM vision. The…
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Customer Data Integration: A Primer
by Lyndsay Wise
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide…
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Enterprise Resource Planning for Services: Has Software as a Service Become Service-oriented Architecture for Small to Medium Businesses?
by Neil Stolovitsky
In the past, enterprise resource planning (ERP) initiatives were far too costly for smaller organizations to consider. However, a trend has recently emerged where software vendors are now offering software-as-a-service…
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Bolstering the Call Center with Service Resolution Management Processes
by P.J. Jakovljevic
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable…
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Using Demand to Modulate Consumer Packaged Goods Supply Networks
by Subramanyam Venkataraman
Traditionally, the consumer packaged goods supply has been driven to market mostly by upstream manufacturers. But progressive companies are realizing the enduring value of being driven by the market, and they are…
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One Vendor's Exploit of Marrying Infrastructure with Selling and Fulfillment Applications
by P.J. Jakovljevic
For many manufacturers, distributors and retailers with a mishmash of disparate back-office business applications, Sterling Commerce, a traditional integration and communication provider, has recently unveiled a package…
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Advancing the Art of Pricing with Science
by P.J. Jakovljevic
Companies in search of a better, more precise method to determine the best prices for their products and to meet their margins, should harness statistical science to analyze transactions, and associated optimization…
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Welcome to the CRM Showdown: Microsoft Dynamics CRM vs. NetSuite CRM+
by Larry Blitz
I’m Larry Blitz, editor of TEC’s Vendor Showdown series. Today’s Showdown compares two popular mid-market CRM solutions, Microsoft Dynamics CRM and NetSuite CRM+, head-to-head. I hope you find this showdown helpful and…
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What's Holding Back Online Appointment Booking?
by Donatello Bianco
False myth and common misconceptions are preventing hospitals and clinics from adopting online appointments.
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