Dovetail Software Blog: The Social Networking Convergence With CRM
“And now we’re seeing the convergence between CRM and Social Networking being discussed in terms of support. The imperatives to stop customer churn and provide Customer Service and Support (CS&S) are driven by customers themselves as they reveal their own networks of trust.”
CRM Directory: Pharmaceutical Companies Can Benefit From Moving in the Direction of Adopting an Enterprise-Wide CRM
“CRM is a business strategy by which a company seeks to maximize the 
value of its products by managing the customer relationship, with specific aims to boost customer retention and increase market share, while reducing the costs of sales, marketing and customer fulfillment. CRM is made necessary because of advances in Web-enabled technologies, which have changed the dynamics of sales and marketing.”
The Strategyst: Capturing Feedback and Tracking Influencers in a CRM System
“I really had to think about this one for a few minutes, but then it dawned on me that if you view Customer Relationship Management (CRM) as transactional, there will be no way to effectively model response mechanisms for every situation. CRM has to be thought of as a collaborative effort — both inside and outside the firewall. As such, CRM processes and systems need to be able [to] handle unstructured data as well as implicit and anonymous customer information.”
Loosely Coupled Thinking: How do you define ‘Composite Application’?
“While we’re all puzzling over how to define SOA let’s throw another term into the mix. The term Composite Applications is getting a lot of attention these days. The problem, like SOA, is that there seems to be many different opinions on what Composite Applications are.”
Ramesh Loganathan’s Weblog: SOA and cybernetics
“On a different note, talking about success of SOA adoption (which Miko touches upon in his comments), I strongly believe the success depends more on a buy-in fromall groups within an IT organization in an enterprise. SOA is normally seen as a top-down thing- CIO decides and everyone implement. This is easier said than done.”
Business Two Zero: IDC on the growth of SaaS
“IDC found that, whereas the SaaS market was a $5.5bn market in 2005, they predict it will grow to $11bn by 2000. That’s a compound growth rate of 20% per annum, set against the overall software market, which is only growing at around 6% per annum. This leaves IDC in no doubt that there is, in Redgate’s words, ‘a fundamental shift’ towards SaaS as a delivery mechanism.”
