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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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Knowledge Management: The Core of Service Resolution Management
P.J. Jakovljevic 12/12/2007 12:00:00 AM
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 distribute the information their customers want to know.
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Integrating Customer Relationship Management and Service Resolution Management
P.J. Jakovljevic 12/7/2007 12:00:00 AM
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.
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Data Governance: Controlling Your Organization’s Mission-critical Information
Lyndsay Wise 12/4/2007 12:00:00 AM
Controlling your company’s key information through data governance is more than just good practice—it can make the difference between success and failure at meeting compliance requirements and at arming your organization with a competitive edge.
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The Complexities of Quote-to-order and Possible Solutions
P.J. Jakovljevic 11/12/2007 12:00:00 AM
It is becoming necessary to go beyond the direct sales force to sell complex products. With the advent of personal computers and the Internet, new possibilities for reaching manufacturing clients have opened up, and new sales opportunities have become available.
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Social Networks: How They're Turning CRM Upside Down
Wayne Thompson 10/24/2007 12:00:00 AM
Social networking has collided with customer relationship management, and it's turning the relationship between businesses and their customers upside down. Today, businesses are using social networking sites like Facebook and MySpace or, as is the case with Procter & Gamble, developing their own social networks, to …
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The Seven Deadly Sins of Software Marketing
Joseph J. Strub 10/1/2007 12:00:00 AM
Huge amounts of money are spent on marketing collateral—you need to ensure that you get your money's worth. This article discusses seven common mistakes made when developing software marketing collateral. Read on to see if you need to repent.
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Customer Relationship Management: Evolution, Not Revolution
Jane Affleck 9/24/2007 12:00:00 AM
Customer relationship management (CRM) can be a tool for positive change in businesses' operations. Or CRM can—unintentionally—cause a host of problems, from lost employee time to lost customer data. But with the right information, implementing CRM allows evolution without the upset of revolution.
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Applying the Power of Social Networks to Customer Relationship Management
Wayne Thompson 9/19/2007 12:00:00 AM
Customer relationship management (CRM) is rapidly morphing from a customer management model to one of customer engagement. Social networks, podcasts, blogs, and wikis are enabling customers to become advocates, and not simply the targets they were in the traditional CRM process. The same techniques are also being used within the CRM industry itself to create a content-rich, social media environment for CRM professionals. Find out what these sweeping changes mean to businesses and CRM professionals alike, as TEC's director of research Wayne Thompson sits down with Paul Greenberg and Bruce Culbert of BPT Partners, a leading CRM consulting firm.
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The CMO–CIO Organizational Alignment Mandate
Glen Petersen 7/4/2007 12:00:00 AM
Chief information officer reporting relationships continue to be distanced from the strategy function. The marketing function is experiencing this same distancing from strategy. However, the two functions should be on the leading edge of strategy, rather than the receiving end.
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Recent Developments in One Price Management Provider's Business
P.J. Jakovljevic 6/13/2007 12:00:00 AM
A quality product offering doesn't guarantee success for any up-and-coming vendor, especially in a market requiring more awareness and depending on organizational change. While Zilliant appears to be the early market leader, its long-term success depends on several factors.
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