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Contributor

Laying the Foundation for Long-Term CRM Value
By Anthone Withers, Avanade

Following best practices and partnering with deployment experts who can provide valuable insight and guidance are sure steps on the road to CRM success.
ALSO SEE:
Making the Pivot: The New Playing Field of Customer Experience Management
Putting the Customer Back Into Customer Relationship Management

Retailers Get Remote Control for Changing Channels
The supply chain was one of the first information system sectors to benefit from purpose-built enterprise software. Now all those monolithic, inflexible and expensive-to-maintain systems are preventing organizations from growing.

ALSO SEE:
Retailers Get Remote Control for Changing Channels


KEY WHITE PAPERS

ANALYST OUTLOOK

Improve Agility in Contact Centers With Service-Oriented Architecture
Sheryl Kingstone, Yankee Group


FEATURED SOLUTION
Driving the Next Generation of Customer Care   Nuance transforms the way organizations care for their customers and employees through the strategic application of speechbased solutions.

CONSULTANT'S CORNER

Understanding Customer Intentions: Delivering a Satisfying Customer Experience
With the proper approach, executives can create a clearer picture of how well the experience they’re providing their customers aligns with what customers actually had in mind.


SPECIAL INTERVIEW

INTERVIEW: Paul Pellman
Paul Pellman, Hoover's, Inc.


CASE STUDY

CASE STUDY: O.C. Tanner
O.C. Tanner was looking for a smart, flexible CRM solution that would support the way they want to serve their customers and run their business. They needed to give field sales and customer services personnel the tools to better understand their customers and be more productive.


SOLUTION PROFILE
Elevate Customers to the Core of Your Business   Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short.

VIEW POINT

Transformational CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.
Surviving and Thriving in the Customer-Driven Age


HOT TOPICS

Customer Experience Issues involving the acquisition and retention of customers and the value of each customer.
Customer and eBusiness Intelligence The collection of processes that govern the creation, dissemination, and utilization of knowledge and data. The ability to view your customers from all "sides."
Innovative Tools and Processes Up-and-coming technologies that will enable the effectiveness and operations of the CRM industry; items include sensors, RFID, and wireless applications.


BLAST FROM THE PAST

California State University, Northridge, Project Management
The Systems and Technology group at California State University, Northridge did not have an easy way to share project data across multiple teams. It took too much time to gather the status of projects and manage issues between the projects. The team was searching for a way to do this without buying, learning and maintaining complex software, especially as budgets had been cut, but the work still had to be done.
The CRM ProjectVolume 5, 10/6/2004

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SAS is the leader in BI and analytical software and services, including integrated customer intelligence solutions built on a comprehensive enterprise intelligence platform.


Hoover’s is your premier source of business information. Providing comprehensive, up-to-date information about industries, companies and the people who lead them.

Infor CRM Epiphany allows companies to take better advantage of inbound marketing opportunities, conduct smarter outbound marketing campaigns and increase the effectiveness of sales and service operations, while improving the entire process of managing customer relationships at the lowest total cost of ownership.

SAP is the world's leading provider of business software - from distinct solutions addressing the needs of small businesses to enterprise-scale suite applications for global organizations.

Sterling Commerce, a subsidiary of AT&T Inc., helps 80 percent of the FORTUNE® 500 thrive in a global economy by solving complex business process challenges.

Marketo provides sophisticated yet easy marketing software that helps B to B marketing professionals drive revenue and improve accountability.

RightNow provides a strategic solution to drive superior customer experiences while dramatically reducing costs.
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