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Customer Relationship Management (CRM) - 2011

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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ABAS Business Software—One Mid-market ERP Vendor to Watch For
PJ Jakovljevic 12/7/2011 3:33:00 PM
ABAS Business Software has built a name for itself as a mid-market enterprise resource planning (ERP) vendor to contend with. In his latest article, TEC principal analyst P.J. Jakovljevic reviews the company’s major ERP offering, describes how the mid-market ERP vendor the differentiated itself from the pack, and talks with Alan Salton to get the president’s perspective on the company’s products, challenges, and strategies.

Read ABAS Business Software—One Mid-market ERP Vendor to Watch For

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The Lesser-Known (Social) Facts about Microsoft Dynamics CRM
P.J. Jakovljevic 10/31/2011 10:03:00 AM
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s lesser-known facts, including new social collaboration and customer service capabilities, meet customers’ changing needs and sustain the product’s stronghold of the CRM market.

Read The Lesser-Known (Social) Facts about Microsoft Dynamics CRM

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Reconnecting with Cincom Systems
PJ Jakovljevic 9/7/2011 3:53:00 PM
Cincom executives lay out some facts, and Technology Evaluation Centers (TEC) Principal Analyst P.J. Jakovljevic discovers that Cincom Acquire isn't the old-school client-server sales product configurator he thought it was. Since about 2005, Cincom Acquire has been Web-enabled and functionally expanded to instill knowledge into sales processes (not only into engineering processes).

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AuraPortal: A BPM Vendor Worth Checking Out
PJ Jakovljevic 8/11/2011 11:45:00 AM
AuraPortal, a new business process management (BPM) vendor, offers a solution that creates business process execution models without the need for heavy IT programming. In this article, Principal Analyst P.J. Jakovljevic gives inside view of the vendor’s development strategies and the broad scope of BPM suite’s modules, and discusses how the system’s differentiating features addresses the diverse needs of its customers.

Read AuraPortal: A BPM Vendor Worth Checking Out

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PegaWorld 2011 Revisited
P.J. Jakovljevic 8/1/2011 3:27:00 PM
How did Pegasystems avert disaster and become one of the fastest growing technology companies? The business process management (BPM) vendor started delivering software that users could change relatively easily. TEC Principal Analyst P.J. Jakovljevic takes a close look at Pega BPM and how this customer-centric software with its unique approach to process execution and modeling has contributed to Pegasystems’ success.

Read PegaWorld 2011 Revisited

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Sage ERP and CRM Portfolio Update: Clarity at Last
P.J. Jakovljevic 5/12/2011 2:15:00 PM
Having developed an extraordinary customer experience (ECE) strategy—“Enrich, Connect, Grow”—Sage is firming up its enterprise resource planning (ERP) and customer relationship management (CRM) portfolios with a wealth of enhancements and by embracing the cloud. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), sheds some light on their market positioning and future direction.

Read Sage ERP and CRM Portfolio Update: Clarity at Last

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A Leader in Service Management Tackles Multidimensional Growth
P.J. Jakovljevic 4/6/2011 10:22:00 AM
Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management (SLM) platform. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), runs down the company's history of acquisitions and developments, and interviews Mark Vigoroso, Servigistics' senior vice president of global marketing and alliances.

Read A Leader in Service Management Tackles Multidimensional Growth

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When ERP and CRM Connect in the Cloud
P.J. Jakovljevic 1/27/2011 10:24:00 AM
In early 2011 Plex Systems announced that it has integrated its software-as-a-service (SaaS) enterprise resource planning (ERP) product with salesforce.com’s Sales Cloud 2. The result is a cloud-based composite application focused on the lead management process. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), interviews Patrick Fetterman, Plex’s vice president of marketing.

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Perfect Orders: Improving Customer Satisfaction and Financial Results
Olin Thompson 1/10/2011 9:41:00 AM
Manufacturers and distributors must keep two groups satisfied—customers and owners. They are connected—what improves the satisfaction of one group can impact the satisfaction of the other. Only through measuring the satisfaction of both groups can these sometime conflicting groups be balanced. Owners watch earnings and return on investment. One way to measure customer satisfaction is with the perfect order index.

Read Perfect Orders: Improving Customer Satisfaction and Financial Results

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The Seven Deadly Sins of Software Marketing
Joseph J. Strub 3/17/2011 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.

Read The Seven Deadly Sins of Software Marketing

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