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Enterprise Software Articles

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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Do You Know What Are the "Unintended Consequences" of Your CRM Project?
Jim Mercante 11/25/2004 12:00:00 AM
CRM, in its most straightforward definition, mandates that a company harmonize between a product/brand view of its business and the all-important customer view. Many companies, hard as it is to believe, do not have a clear idea of who are their most profitable customers.
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Knowing Your Prospect's Influencers
Olin Thompson 11/15/2004 12:00:00 AM
A prospect is listening to many different people at the same time. While you are doing your best to influence the decision, the prospect sees you as only a single input to decision-making. Prospects listen to many, with each type of influence having a different degree of trust and therefore of influence. Understanding where you stand and how to influence the influencers can help you win.
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CRM: Creating a Credible Business Case and Positioning It with the CEO Part Two: Linking CRM with Organizational Direction
Glen Petersen 11/9/2004 12:00:00 AM
An effective business case must link CRM with achieving organizational objectives; but this step is just the beginning. Credibility implies that the document clearly delineates assumptions regarding cause and effect plus the mechanism that will be used to assess results and declare success.
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CRM: What Is It and Why Do It? Part One: Historical Background
Glen Petersen 11/8/2004 12:00:00 AM
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but it does not begin to capture why an end user organization should invest significant resources to pursue such an initiative.
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CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture
Glen S. Petersen 10/22/2004 12:00:00 AM
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy that is correlated with success. An interactive version of this assessment is included with this article.
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CRM, Success, and Best Practices: A Wake Up Call Part One: Searching and Establishing the Business Parameters of CRM
Glen S. Petersen 10/21/2004 12:00:00 AM
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success and failure to emerge from the same initiative. Clearly defining the objective, implementing holistic best practices, and ensuring that senior management understands CRM as a business strategy can help maximize a CRM investment.
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SAP's Approach to the Retail Market
P.J. Jakovljevic 10/2/2004 12:00:00 AM
SAP and its ERP peers appear to understand that continuously improving the way enterprise information is presented and by marrying analytics, optimization, and retail operation systems on top of an ERP platform is starting to win over retailers.
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Maximizer Enterprise 8: A Strong Competitor on the SMB Front Line
Katarina Novatzki,Kevin Ramesan 9/23/2004 12:00:00 AM
TEC recently reviewed Maximizer Enterprise 8. Tailored to the latest Internet technology, the offering is aggressively priced. Rich functionality is offered in a three-module structure that continues to compete in the demanding "best fit," customer relationship management, small and medium enterprise marketplace.
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The Best ACT! Is Still to Come
Katarina Novatzki,Kevin Ramesan 8/31/2004 12:00:00 AM
After a long history as a contact management and relationship tracking tool, ACT! 2005, is expanding to offer more sales force automation features for small to midsize businesses. Now available in a workgroup version, it offers new templates, enhanced opportunity management, additional security, contact record permissions, group scheduling features, and new quote generation functionality. Technical improvements include an SQL database and a complete .NET platform positioning ACT! for total Internet accessibility. The balance of power will surely shift in the competitive landscape as ACT! 2005 covers SME CRM areas currently marked by competitors such as Goldmine and MS CRM.
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Interface Software Expands Its CRM Functionality
Kevin Ramesan 8/26/2004 12:00:00 AM
Interface Software, a provider of relationship intelligence to professional services firms, introduces InterAction 5 with three additional modules aimed at facilitating collaborative work in both legal- and project-based environments. InterAction 5 reinforces Interface Software's customer relationship management offering in response to its customer requirements and work processes. Interface Software targets particularly accountants, financial services, law firms, and management consultants.
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