Dovetail Software Blogs: Customer Satisfaction Comes From Agent Ease of Use
“Enterprises nowadays are spending more to upgrade the systems that their agents use, recognizing that information at the agent’s fingertips results in credibility and confidence with the customer, and cleaner disposition and resolution of each case. The net nominal result to the enterprise is a measurable boost in the productivity of customer-facing workers.”
CRM Buyer: New SaaS Firms Take On Big Guys With Creativity
“In almost every industry, new entrants are constantly facing an uphill climb to take market share away 
from established players. Companies entering the Software-as-a-Service (SaaS) space can count on having additional challenges, according to a new report by Tier1 Research.
“Right now, there are more than 150 on-demand CRM Free Trial – Way Beyond CRM – Learn how Landslide can help you. providers, Tier1 discovered, a category that is viewed as a typical starting point for the SaaS space.”
The Recruiting Animal: What Is CRM?
“A Customer Relationship Management system is like an electronic Rolodex. But it contains more than contact information. It tracks your entire business history with each customer. It can also analyze data to spot customer trends
“CRM systems used to be expensive and complicated. But Forrester Research claims that in 2007, companies with fewer than 100 employees will account for more than a third of the CRM market.”
SearchArticles: CRM - Customer Relationship Management
“However, simply installing and integrating a CRM such as the GoldMine® software, or the ACT!® software is not enough by its own. A successful CRM strategy requires the correct response at all levels to reshape a company’s business activities to incorporate a fully customer-driven approach. In the design stage of implementing a CRM, it may be wise if a decision is made to retain greater and more extensive information on primary customers, and keep less information on clients with a low margin.”
TMCnet: CRM Solutions: The Eyebrow Tweezers or Flamethrower?
“Customer Relationship Management is the idea that if you kind of go out of your way a little bit to treat customers better, and understand more about them and the kinds of things they want to buy, and remember what you know about them and put it where your people can see it whenever they need to, the end result is you’ll improve your customer loyalty, customer quality and customer purchases. And we all know what po$itive effect$ that $hould have.
“So yes, every business needs a CRM solution. But not every business needs the same CRM solutions.”
HR-XML Blog: HR: At the Intersection of SOA, SAAS, and BPO
“So what are the prospects for HR and SOA? Think about it this way — SOA enables businesses to quickly assemble rich capabilties from sets of distributed components. The work of HR is diverse by its very nature and increasingly distributed (across the enterprise through self-service and beyond the enterprise through SAAS and BPO). So while ultimate impact of SOA on HR service delivery remains to be seen, as with other cycles of Internet technology adoption, HR is certain to provide some of the best, first use cases.”
James Taylor’s Decision Management: An SOA Information Model
“I was recently sent this paper on Information Model – SOA in a Business Perspective (the main site is www.TDAN.com) by some folks at IRM. This was an interesting model and I was pleased to see someone include business rules in an SOA meta model. I do agree with them that an entity-driven service approach will result in fewer, less process-specific services than most other approaches.”
