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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 case studies on customer relationship management


2011 Customer Relationship Management Buyer's Guide: Innovations in CRM
Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software

case studies on customer relationship management  includes valuable CRM resources, case studies, and a directory of CRM vendors.

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Customer Relationship Management (CRM)

Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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Documents related to » case studies on customer relationship management

A New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind?


The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where value had historically been located in products and services, it is now located in the value produced by the customer.

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Global Business Community Management


With more manufacturing being outsourced, and suppliers located farther afield than ever, logistics is much more complex than it used to be. To simplify the complexity, companies are looking for a way to manage their global business communities that integrates transactions across trading partners and logistics providers. Many have found that a third-party managed services providers is the best solution. Find out why.

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10 Principles for Knowledge Management Success


Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of methodologies, but a practice or discipline that involves people, processes, and technology. If implemented correctly, a KM initiative can improve the productivity and efficiency of an entire organization. With these ten basic principles, your organization can learn how.

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E-mail Response Management


E-mail inquiries for the customer service sector are expected to explode from 2.9 billion messages in 2005, to 7.2 billion by 2010. This means that a company’s online relationship with customers will be increasingly critical to customer satisfaction and retention. That’s why managers need new tools to manage their corporate e-mail assets and better service the e-mail customer.

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BI: On Demand, On Premise, Open Source, or Outsourced?


On-premise or on-demand, business intelligence (BI) solutions can help businesses become more intelligent about key processes. But what are the benefits to implementing cloud-based BI over traditional software? Are on-demand BI applications as popular in the enterprise as they are with midmarket companies? And what are some reasons people don’t outsource BI? Find out the answers to these questions and more. Download this guide now.

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Cincom Enterprise Management


Cincom Enterprise Management is a portfolio of Web-enabled business applications that address the business cycle of companies who build and service complex products. It encompasses activities included in business planning, business acquisition, order management, engineering, procurement, manufacturing and re-manufacturing operations, cost management, finance, and aftermarket support. CONTROL also supports global enterprises by offering distributed multi-site implementation options, multiple currencies, and multiple languages.  

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Business Process Management as a Blueprint for Mobile Workforce Management


As service organizations strive to achieve business objectives with limited resources, there is a growing need for greater visibility into business process effectiveness. This is made more difficult by ever-changing business processes and exceptions management. This white paper explains how business process management (BPM) benefits mobile workforce management and outlines how a service-focused BPM solution enables faster BPM adoption.

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MODX Web Content Management: Vendor Profile


Open source vendor MODX provides a modern, highly flexible, Web standards–compliant Web content management (WCM) framework. TEC’s Director of Knowledge Services Josh Chalifour profiles MODX—its background, business practices, revenue streams, and community. MODX’s WCM systems, Evolution and Revolution, are being used for a significant quantity of sites around the world. Find out more in this report.

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Building a Customer-centric Enterprise Knowledge Base for Improved Customer Support


Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these

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Data Management and Analysis


From a business perspective, the role of data management and analysis is crucial. It is not only a resource for gathering new stores of static information; it is also a resource for acquiring knowledge and supporting the decisions companies need to make in all aspects of economic ventures, including mergers and acquisitions (M&As).

For organizational growth, all requirements and opportunities must be accurately communicated throughout the value chain. All users—from end users to data professionals—must have the most accurate data tools and systems in place to efficiently carry out their daily tasks. Data generation development, data quality, document and content management, and data security management are all examples of data-related functions that provide information in a logical and precise manner.

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