Posted on July 2nd, 2007 by admin
Crmmarketplace.com
June 19, 2007
::: Accenture lauds US, Singapore, and Canada governments :::
A global research report published by Accenture places the governments of Singapore, Canada and the US at the top for delivering on the promise of customer service. The report which is titled Leadership in Customer Service: Delivering on the Promise is the eight in its series. The objective of the report is to understand the nature of customer-service related challenges faced by governments. This year 22 governments were assessed. Citizen feedback was taken to get an idea of the quality of the government service delivery, the user-friendliness of customer-service channels, the breadth and depth of online services accessed by citizens, and overall citizen satisfaction ratings.
“Singapore and Canada continue to lead the world in terms of customer service maturity, as they have in previous country rankings,†said David T. Roberts, executive director of Customer Relationship Management in Accenture’s Government operating group.
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Posted on May 24th, 2007 by admin
crmtoday.com
May 24, 2007
::: Largest Florida Dealer Group Deploys Xtime Software :::
Xtime Inc, which is into providing CRM solutions for the services sector, will be providing its flagship software product ServiceCRM to the Ferman Automotive Group. Features offered by the Xtime product include consumer web scheduling, service BDC automation, advanced shop control and sophisticated service marketing. Ferman Automotive Group hopes to increase the number of service appointments it manages in a day and thus increase profitability.
“Xtime’s software makes it easier for the customer to do business with us, over the telephone and through the Web,” said Keith Britts, fixed operations director for Ferman.
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Posted on May 24th, 2007 by admin
eweek.com
May 24, 2007
::: CRM Goes to Church With Biz IT Pro, PYA Wise :::
CRM vendors have discovered a hitherto untapped market, courtesy Biz IT Pro and PYA Wise. It is becoming difficult for churches to manage congregations, volunteers, and events. Churches are looking up to technology to help them in managing their finances and organizational issues.
“Aligning with PYA will enable us to use our mastery of Microsoft CRM to create products that will make an impact on churches and religious organizations across the country,” states Steve Noe, President of Biz IT Pro. “The applications we have developed have the potential to revolutionize the way churches are organized,” adds Bill Walker, Co-Managing Director of PYA.
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Posted on May 24th, 2007 by admin
Marketingweek.co.uk.
May 24, 2007
::: Shai Eilon to head Lastminute.com :::
Lastminute.com has appointed Shai Eilon as its new group head of customer relationship management (CRM). Shai has come in place of Lopo Champalimaud who has been made managing director of the European lifestyle division. Eilon’s responsibilities will include managing the company’s CRM program and he will report to CMO Simon Thomson.
Eilon says: “Effective CRM is central to creating a loyal base of customers in any sector. However, it’s even more important in the increasingly competitive world of online travel.”
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Posted on May 6th, 2007 by admin
TMCnet.com
May 04, 2007
::: CRM from Blackbaud, FINS Offers CRM, Deluxe Commercial CRM, and other CRM news :::
Non-profit organizations can now boost their CRM efforts courtesy new products from Blackbaud, Inc. Company CEO Marc Chardon stated that Blackbaud Direct Marketing and Blackbaud Enterprise CRM are now available to the nonprofit sector. “For the past two years,” Chardon said, “Blackbaud’s development team has been designing and building a technology platform that will not only support this new breed of enterprise-level products but will also enhance the performance of existing products.”
Marketing Solutions Inc., a CRM vendor, has been acquired by Fidelity National Information Services. Web-based technology offered by MSI is used by community financial institutions for cross selling and developing customer relationships.
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Posted on May 6th, 2007 by admin
eweek.com
May 03, 2007
::: Cisco VOIP and Salesforce.com: An SMB’s Dream Team? :::
Cisco Systems and Salesforce.com have come together to offer on-demand CRM with VoIP integrated into it. The Unified Call Connector for Salesforce.com will be a part of the Cisco Smart Business Communications architecture.
“The on-demand version of [Salesforce.com's] CRM application is integrated with Cisco IP phones, so that screen pops, click-to-dial, call tracking and information capture all gives the person on the phone that 360-degree view of the customer on the other end,” said Brian McDonald, senior manager of worldwide commercial marketing for Cisco, in San Jose, Calif.
The objective of this collaborative effort is to enable SMBs to increase productivity and improve customer service through the available call control functions.
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Posted on May 6th, 2007 by admin
TMCnet.com
May 04, 2007
::: Deluxe F.S. & Commerce Bank Expands CRM for Customers :::
The Deluxe Financial Services and Commerce Bank which has branches across Missouri, Illinois, Kansas and Oklahoma, will deploy anti-fraud and CRM tools. Community banking institutions are looking at CRM but mainly at the technology aspect; banks still need to develop their understanding of CRM in terms of improving the customer experience.
A bank that makes use of CRM technology to measure the average number of customer contacts and average calls per agent hour will surely benefit from such internal measurements in terms of improved efficiency but does not really gain much in terms of information regarding customer experiences and perceptions.
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Posted on May 6th, 2007 by admin
TMCnet.com
April 30, 2007
::: Chinese CRM, IT Spending to Top $20 Billion for the Year :::
China is set to invest more than a whopping $21 billion in its IT infrastructure this year. Companies with 100 to 999 employees, which fall under the category of medium business, will do the bulk of the spending on developing IT services such as CRM, computing, and the internet.
“A sizeable number of medium businesses in China have crossed the first two waves of IT adoption, and are now in the third wave, which focuses on the extension of the enterprise,” says Balaji Sreedhar, Singapore-based Research Analyst at AMI-Partners.
Survey conducted by AMI found that around 25% of mid-sized businesses in china had adopted ERP and around 20% were using CRM in some form.
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Posted on May 6th, 2007 by admin
Echannelline.com
April 02, 2007
::: U.S. small businesses adopting CRM but not buzz words :::
The recently released AMI-Partners’ “2006-2007 U.S. Small and Medium Business Applications & Solutions Market Overview” has suggested that though ERP and CRM are increasingly becoming mainstream with mid-sized businesses, small businesses are adopting a wait-and-watch attitude.
Some findings of the report are however contested by Visitar, which is a business solution provider for the SMB segment. The company feels that small businesses to wish to benefit from CRM but are unable to fathom the jargon tosses at them; they would much rather be spoken to in terms of customer retention and customer satisfaction. Also, according to Visitar, SaaS vendors that gained a foothold in the software industry mainly by servicing small businesses are now focusing more on larger orders and in doing so are abandoning the small businesses.
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Posted on May 6th, 2007 by admin
TMCnet.com
April 20, 2007
::: MPOS Adds What CRM Lacks, Report Finds :::
According to an analysis by Frost and Sullivan – “World Marketing Process Optimization Solutions Markets†– marketing process optimization solutions (MPOS) are being used increasingly to complement CRM. The introduction of MPOS enables smoother execution of marketing functions at a reduced cost, budgeting of key resources, and workflow management. MPOS products lead to better monitoring of individual and team workflows thereby leading to shortening of the project cycles.
“Coordination across different media channels has become more complex. The addition of new channels and calendaring channel usage across different campaigns or products proves to be a Herculean task as customers have become less receptive to direct mailings and e-mails,” says Roberts.
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