| |
 |
 |
Microsoft Debuts Multitenant CRM Offering to Partners
Microsoft Corp. has announced that it is previewing the next major release of Microsoft Dynamics CRM — code-named “Titan” — with a broad range of partners through the company’s Technology Adoption Program (TAP). The new version introduces an advanced multitenant architecture, and uses a single code base to support on-premise deployments as well as software-as-a-service (SaaS) deployments through hosting partners and through the upcoming Microsoft Dynamics Live CRM service. It also uses a single code base to support on-premise deployments as well as software-as-a-service (SaaS) deployments through hosting partners and the upcoming Microsoft Dynamics Live CRM service.
Telstra and Five Enter Strategic Relationship
Telstra Inc., the U.S. subsidiary of Australian-based Telstra Corporation Limited, and Five9, Inc., a global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, has announced an agreement for Telstra Inc. to license, distribute, resell and support the Five9 Virtual Call Center worldwide. The Five9 Virtual Call Center products enable companies of any size to build a comprehensive, feature-rich call center – anywhere in the world – by leveraging a hosted model that offers cost-savings and eliminates the need to purchase premise-based equipment. This capability is especially beneficial to Telstra’s global multinational customers as they will now be able to quickly build and change the size of their contact centers, depending on business needs.
Siemens OpenScape Available on Salesforce.com’s AppExchange
Salesforce.com and Siemens Communications have announced the availability of Siemens OpenScape in the financial services category of salesforce.com's AppExchange, an on-demand application directory. The integrated solution provides presence-enhanced calling, video and Web conferencing, and collaboration solutions for salesforce.com customers. With OpenScape and Salesforce, customers can benefit from improved cross and up-selling, increased client satisfaction and significantly improved collaboration. Siemens has worked with salesforce.com to create a customized version of its OpenScape solution for the financial services market that is designed specifically to address the communication needs of today’s financial advisor.
First American Real Estate Tax Service Implements NICE Products
NICE Systems, a global provider of advanced solutions that enable organizations to extract insight from interactions to drive performance, announced that First American Real Estate Tax Service, a provider of real property tax services, has chosen NICE Perform as part of its program to improve customer service, customer loyalty and revenues. NICE Perform will be integrated into First American’s Cisco Voice over Internet Protocol (VoIP) telephony environment. The solution will help First American improve service and customer retention by developing a deeper understanding of its customers through the use of advanced analytics.
Altico Advisors and Neocase Partner to Deliver CRM Solution
Neocase Software, a provider of customer service software solutions, and Altico Advisors have announced that they have partnered to deliver advanced customer service software to enhance Microsoft Dynamics CRM 3.0. Altico is a Certified Microsoft Partner specializing in integrated financial, business, and customer management solutions for New England companies in the manufacturing, distribution and service sectors. Neocase partners benefit from a flexible delivery model enabling them to market Neocase as a stand-alone licensed application, via an on-demand service model, or as a bundled offering with Microsoft Dynamics CRM 3.0.
Savaria Concord Implements Soffront CRM
Soffront Software Inc. has announced that Savaria Concord Lifts Inc., has implemented Soffront CRM as an on-demand application to automate sales and lead distribution to partners. Savaria Concord Lifts provides home elevators, wheelchair lifts and stair chairs that facilitate mobility of people with special needs. Using Soffront CRM, leads are automatically compiled from several websites into a common database. The software then distributes the leads to more than 1,400 dealers based on certain requirements. By accessing the partner portal, dealers can quickly and easily check on the status of orders or upload files.
|
| |
 |
|
Visit the CRM Solution Center
CRMindustry.com and KnowledgeStorm have joined forces to offer you access to the CRM Solution Center, a fast, intuitive way to locate, research and qualify potential CRM and IT solutions.
The CRM Solution Center provides you unlimited access to white papers, case studies, detailed product information and more. Registration is quick and easy -- in 30 seconds or less, you will be on your way to accessing this valuable resource Click here to start searching!
|
|
 |
|
 |
| Contact Center Performance Management to Take Off in 2007
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, has published its inaugural Contact Center Performance Management Market Report. The guide explores the contact center performance management (CCPM) market. Performance management applications have captured the attention of contact center, IT and finance managers because of their value and rapid ROI.
To date, CCPM market adoption is low because the purpose, value proposition and benefits of the technologies remain unclear. This is expected to change in 2007, as market leaders increase investments in marketing.
DMG estimates that the number of contact center performance management implementations has increased by 434% since December 2004, with a compounded annual growth rate of 131%. The current penetration rate for performance management applications in contact centers is 1.03% in North America and even lower abroad, with the exception of the UK. Contact center performance management will play an increasingly essential role in contact centers as they continue to migrate to analytically-oriented operating groups.
More...
More Consumers Willing to Trade Privacy for Personalization
According to Choicestream’s 2006 personalization survey, more consumers are willing to provide information about themselves to providers they trust in exchange for a personalized online experience. The number of consumers willing to provide demographic information in exchange for a personalized online experience has grown dramatically over the past year, increasing 24 percent to a total of 57 percent of all respondents. The survey also finds a significant increase in the number of consumers willing to allow Web sites to track their clicks and purchases, increasing 34 percent from the previous year. However, the results show no significant decline in the number of consumers concerned about the security of their personal data online, with 62 percent expressing concern in 2006 vs. 63 percent in 2005.
New to the survey this year are questions concerning respondents’ participation in online social networking. Not surprisingly, participation varies greatly by age, with 69 percent of 18-24 year-olds indicating participation and just 8 percent of 50+ year-olds. Overall, 30 percent of respondents indicated membership in a social network. Of that 30 percent, the vast majority—75 percent—indicated that personalization would improve their social networking experience by introducing them to members who share their tastes and interests.
The survey results also find that interest in personalization is spreading beyond the desktop to consumers’ television and mobile screens. Overall, 45 percent of survey respondents are dissatisfied with their current onscreen TV program guide because it takes too long to scroll through to find programming of interest. 47 percent expressed interest in receiving a personalized guide to solve this problem by helping them find shows and movies that match their tastes and interests. Interest in a personalized guide varies by age, with 62 percent of all 18-24 year-olds indicating interest, while just 37 percent of 50+ year-olds expressed interest.
Cable operators and TV content providers should also take note that respondents’ interest in a personalized guide extends to VOD and PPV listings as well, as nearly 40 percent indicated that they would watch more VOD/PPV if it were easier to find programming and movies that matched their tastes and interests.
Consumers responded in a similar fashion when asked about their mobile devices and the ease with which they can find interesting content to download. Almost 50 percent of survey respondents indicated that they would be more likely to download ringtones, music or other content to their mobile devices if they were presented with choices based on their tastes and preferences.
More...
Most Organizations Suffer From Poor Master Data
A large majority of organizations (83% in a recent survey) suffer from problems caused by poor master data, according to a report issued today by TDWI, a provider of research and training for data warehousing and business intelligence professionals worldwide.
The report, based on a survey of 741 IT and business professionals, finds that the top three master data management (MDM) problems are related to data warehousing and business intelligence: inaccurate reporting (81%), arguments over which data is appropriate (78%), and bad decisions based on incorrect definitions (54%). MDM problems also contributed to poor customer service (35%) and inefficient marketing (32%).
The report shows that MDM is still in its infancy but is growing fast. Thirty-three percent of survey participants reported that their enterprise was either designing, implementing, or had already deployed an MDM solution, while 46% stated that their organization was exploring MDM. Of those with an MDM solution in place, a majority (52%) have enterprise-scale MDM solutions. When asked about the possibility of realizing positive ROI with MDM, 48% of survey respondents stated that they believed this was achievable.
More...
|
 |
| Using Existing Customers to Help Sell to New Ones
Marketers have long used all sorts of demographic and geographic data to target potential customers — age, sex, education level, income, zip code. But there's another variable that companies may want to consider: Who is connected to whom? Research finds that consumers are far more apt to buy a company's product if they are "network neighbors" with existing customers.
Full Article...
Promoting Loyalty Through NPS
Fred Reichheld, a best-selling author and consultant whom The Economist has dubbed "the high priest of loyalty," recently sat down with ITSMA to discuss why customer loyalty is so central to business success, how a measurement tool called the Net Promoter Score (NPS) can help companies generate more loyal customers, and how marketing can help.
Full Article...
Metrics for Non-Transactional Web Sites
It’s been said that 80 percent of all Web sites don't sell anything. Yet, probably 80 percent of all Web analytics examples and case studies are based on transactional activities such as buying or subscribing to something. After all, it's much easier to demonstrate performance improvement or increases in return on investment when there hard dollar signs are attached. But how do you measure success or improvement on the vast majority of Web sites where there's no direct financial benefit?
Full Article...
Customer Service Means Action
Every single contact your organization has with its customers either cultivates or corrodes your relationship. That includes every letter you send, every ad you run, and every phone call you make. This includes every employee contact, from the CEO to technicians, sales force, support staff, and maintenance crews. In other words, your business is only as good as your worst employee. How well are you training your employees to cultivate your customers?
Full Article...
Planning for Growth with Scalable CRM
When implementing a CRM system, a company needs be aware of how it will change operations all the way from the CEO and CIO, through sales and service, down to the warehouse delivery driver. That type of end-to-end business intelligence is part of what allows for a flexible CRM system to be used properly in an enterprise of any size.
Full Article...
|
 |
|  Customer Service: A Practical Approach
by Elaine K. Harris
This informative guide provides users with a thorough understanding of the customer service industry; a working knowledge of current trends and the ability to interpret those trends; and the fundamental abilities and strategies that lead to the successful implementation of customer service. It goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achieves excellence in customer service.
For
more information, or to order your copy...
You can find
more industry sepcific books at our web site:
http://www.crmindustry.com/
|
 |
| Visit
the CRM Solution Center
CRMindustry.com and KnowledgeStorm have joined forces to offer you
access to the CRM Solution Center, a fast, intuitive way to locate,
research and qualify potential CRM and IT solutions.
The
CRM Solution Center provides you unlimited access to white papers,
case studies, detailed product information and more. Registration
is quick and easy -- in 30 seconds or less, you will be on your
way to accessing this valuable resource
Click
here to start searching!
http://knowledgestorm.crmindustry.com
|
 |
| Manage
Your e.Newsletter Subscription!
Log-on
to the member's only
page and you can to change newsletter formats, remove yourself
from the list, or update your member profile.
Editorial suggestions, feedback & comments:
Carolyn Healey, Editor - chealey@supportindustry.com
Advertising Information:
adinfo@supportindustry.com
Thank you for reading CRMINDUSTRY.COM's
weekly newsletter!
Copyright © 2007, crmindustry.com
|
 |
 |
CRMindustry.com
665 San Ysidro Road
Santa Barbara, CA 93108
ph. 805.565.3243
|
|
