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Sélection d'un logiciel CRM : Mieux vaut prévenir que guérir Deuxième partie : Utilisation d'une base de connaissances pour réduire les risques, temps et coûts associés à la sélection d'un CRM
Lou Talarico et Kevin Ramesan
Le 19 Avril 2003

Utiliser une base de connaissances dans le processus de sélection permet de réduire le temps, les risques et les coûts associés à toute acquisition de progiciel en général et, dans le cas qui nous intéresse, à une application de gestion de la relation avec le client (GRC, en anglais CRM pour Customer Relationship management).

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Sélection d'un logiciel CRM : Mieux vaut prévenir que guérir. Première partie : Le défi de la sélection.
Lou Talarico et Kevin Ramesan
Depuis ces deux dernières années, il semble qu'il ne s'est pas passé une semaine sans que la presse ne relate l'échec d'un projet de gestion de la relation client (GRC, en anglais CRM pour Customer Relashionship…
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Provider of B2B Price Management and Optimization Speaks Out
P.J. Jakovljevic
In addition to growing at a breakneck pace for the last few years, Vendavo has recently rounded out its suite for price and margin management. The market should take notice, while the competition should indeed watch out.
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How to Measure Customer Satisfaction
Murali Chemuturi
Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction…
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Customer Relationship Management Showdown: Microsoft Dynamics CRM vs. Oncontact CRM vs. SageCRM
Larry Blitz
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer service and support. To eliminate any chance of bias and to ensure a level playing field, all…
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The Customer Relationship Management Vision: It Starts with Relationships
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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Bolstering the Call Center with Service Resolution Management Processes
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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Knowledge Management: The Core of Service Resolution Management
P.J. Jakovljevic
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then…
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