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Customer Relationship Management (CRM) - 2003

Get insight into industry developments, market trends, vendors, products, business processes, and more, with articles written by our analysts and other industry experts.

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PSA -- Still An Evolving Market
P.J. Jakovljevic 12/27/2003 12:00:00 AM
What started out as a set of applications to better manage customers' projects, astutely allocate staff and monitor their utilization rates has become an important foundation for coordinating a full range of business activities amongst increasingly virtual teams both within and outside the four-walls.

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Generating Revenue from Service
Steve Downton 7/10/2003 12:00:00 AM
A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts of the organization, provides the opportunity to rethink existing operational mechanisms.

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A CRM System Needs A Data Strategy
David McNamara 7/3/2003 12:00:00 AM
A customer relationship management (CRM) system is inherently valuable for supporting customer acquisition and retention by gathering data from each contact with customers and prospects. Collecting data, however, cannot be isolated from a strategy for actually using that data. Here is an overview of how to evolve the focus of a data strategy to specifically suit both the acquisition and retention phases.

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Should Uniqueness Vouch For Marketing Automation Niche Players?
P.J. Jakovljevic 6/28/2003 12:00:00 AM
Unica's possibly unique set of broad and astute functional footprint and geographic coverage, easily-deployable product with proven quick payback may prove the fact that the marketing automation point providers with a differentiating value proposition and with immaculate execution may prevail the onslaught of larger packaged suite providers.

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Software Giants Make Courting A Small Guy Their "Business One" Priority Part Four: Challenges and User Recommendations
P.J. Jakovljevic 6/10/2003 12:00:00 AM
While fixed time and cost solutions delivered packaged from pristine laboratories do have their appeal, SMEs are becoming increasingly savvy to ask for more than just these implementations perceived as cookie-cutter approach.

Read Software Giants Make Courting A Small Guy Their "Business One" Priority Part Four: Challenges and User Recommendations

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Software Giants Make Courting A Small Guy Their "Business One" Priority Part Three: Market Impact Continued
P.J. Jakovljevic 6/9/2003 12:00:00 AM
Trying to sell dumbed-down versions of mySAP Business Suite, Oracle E-Business Suite, without a serious re-engineering of these products, has not worked for the lower-end of the market. To date, Oracle and SAP have responded by acquiring more suitable genuine products for the segment, while it is not unlikely to see PeopleSoft and J.D. Edwards follow suit in the future.

Read Software Giants Make Courting A Small Guy Their "Business One" Priority Part Three: Market Impact Continued

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Software Giants Make Courting A Small Guy Their "Business One" Priority Part Two: Market Impact
P.J. Jakovljevic 6/7/2003 12:00:00 AM
Mid-market and the SMB segment are the next frontiers and a promised land for all the enterprise vendors, small and large alike.Still, the willingness of smaller IT departments to go for more sophisticated technology beyond the all-too-common dispersed islands of information on Excel spreadsheets, Access-based reports and queries, or even managers’ pocket paper-pads and post-it notes, does not guarantee any vendor an easy ride.

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Software Giants Make Courting A Small Guy Their "Business One" Priority
P.J. Jakovljevic 6/6/2003 12:00:00 AM
As the battle for the mid-market intensifies, each Tier 1 vendor is exhibiting its bag of tricks for small-to-medium enterprises. While PeopleSoft is refining its fixed-price & time proposition to the upper-end of the mid-market, SAP is trying a twofold strategy of promulgating its mySAP All-in-One similar offering for the higher-end of the mid-market, while offering SAP Business One product to appeal to complexity-adverse smaller enterprises. Oracle seems to be dabbling with both approaches…

Read Software Giants Make Courting A Small Guy Their "Business One" Priority

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BPM Weaves Data And Processes Together For Real-time Revenues
David Cameron 5/30/2003 12:00:00 AM
Linking data to process is the realm of business process management (BPM). BPM's focus on process dramatically reduces the amount of data that needs to be moved, and thereby reduces both the initial cost and ongoing maintenance cost of application integration.

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Professional Services Are Catching-up With CRM
Kevin Ramesan 5/28/2003 12:00:00 AM
The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are seeking a more specialized and industry specific tool. From the larger organization to the smallest customers, CRM buyers are expecting their applications to follow their business model with limited need for customization. Interface Software, which is focused on the professional services market, is an example.

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