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CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree.   |
CRM
March 2015 |
The 2015 CRM Service Leaders: Customer Case Management Customer case management remained "core to support operations" in 2014, according to John Ragsdale, president of technology and research for the Technology Services Industry Association |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Web Support The past year has been a busy one for vendors in the Web support market. |
CRM
August 2011
David Myron |
CRM Recovers with Low-Cost Options Being agile in today's competitive market enables organizations to better respond to customers' changing needs. |
CRM
March 2010
David Myron |
Perseverance Pays Off in Service When the economy falters, one of the first areas to feel the squeeze is the contact center. This puts the onus on the CRM service vendor to make its offerings compelling enough to survive a prospect's cost-benefit analysis. |
CRM
March 2015 |
The 2015 CRM Service Awards: Service Leaders We honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact. |
CRM
September 1, 2007
David Myron |
CRM Continues Its Climb Salesforce.com and others prove that small oceans can still make big, big waves. |
CRM
September 1, 2009 |
The 2009 CRM Market Awards - Introduction With the eighth annual CRM magazine Market Awards, we take note of the industry's mainstays as well as its newcomers, the expected along with the surprising. |
CRM
August 2011 |
The 2011 CRM Market Leaders Spending on CRM software is expected to see the largest increase of all the application software markets worldwide. Here's a look at the market leaders. |
CRM
August 2015
David Myron |
Analyzing the 2015 CRM Market Awards The growth of digital marketing, CRM's new tie-ins with mainstream technologies, and a strong showing by Microsoft headline our 14th annual market awards. |
CRM
August 2013 |
The 2013 CRM Market Leaders CRM vendors are making some pretty bold moves to incorporate newer technologies into their existing solutions. |
CRM
August 2012 |
The 2012 CRM Market Leaders CRM is the most important area of investment to improve business over the next five years. Find out which vendors are ramping up these offerings and best responding to industry needs in this year's Market Leader awards. |
CRM
August 2012
David Myron |
Where Are CRM Investments Going? The CRM industry is continuing its climb. Various factors are contributing to this growth, such as investments in social, mobile, and analytical applications. The biggest investments, however, are still in software as a service. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Enterprise Suite CRM Here are the top five rated companies in the enterprise suite CRM market. |
CRM
September 1, 2009
David Myron |
CRM Bucks the Downward Financial Trend The CRM industry grew 12.5 percent in 2008, to $9.15 billion. |
CRM
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
CRM
August 2010 |
The 2010 CRM Market Awards - Introduction Vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies are honored. |
CRM
August 2, 2010 |
CRM Magazine Announces Winners of 2010 CRM Market Awards With its ninth annual CRM Market Awards, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies. |
CRM
October 1, 2005
David Myron |
Back to Double-Digit Growth There will likely come a time when not one, but all CRM application vendors in the large enterprise category offer a hosted solution. |
CRM
August 2010 |
Market Leaders: Midmarket Suite CRM A hefty score in company direction helped Salesforce.com repeat its win here, with much of the buzz from its Chatter and Service Cloud announcements. |
CRM
August 2010
David Myron |
Social CRM Gains Social Acceptance The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards. |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 1 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how the CRM leaders are driving the market and how they stack up against the competition. |
CRM
January 7, 2014
Sarah Sluis |
Microsoft Dynamics CRM Strengthens Offerings With Parature Acquisition Agreement will add cloud-based customer service offering to Microsoft Dynamics CRM. |
CRM
August 2015 |
The 2015 CRM Market Leaders Our winners have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course. |
CRM
September 2007 |
The 2007 Market Awards: Midmarket Suite CRM The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars. |
CRM
April 2005 |
The 2005 CRM Service Awards: Introduction A preview of CRM Service Awards recognizing excellence in customer service. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Self-Service RightNow Technologies holds onto its top position this year. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
December 2005
Marshall Lager |
The Year in (P)review Looking back, and to the future: CRM trends and events to watch: Would you like fries with your subsidiary?... And Oracle acquired everybody else... We're not going to say "On-demand is in demand" again, but... Information, please... |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 1) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
September 2007 |
The 2007 Market Awards: Small Business Suite CRM In the CRM market, the small-business themes of this past year have been partnership and verticality. |
CRM
March 2010
Lauren McKay |
CRM's Hearty Appetite Mergers and acquisitions ramp up at the start of the new year as vendors expand road maps and look for ways to fulfill promises. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
September 2007 |
The 2007 Market Awards: Enterprise Suite CRM The enterprise suite CRM market is at a critical point in its evolution. |
CRM
August 2010 |
Market Leaders: Open-Source CRM SugarCRM landed this category's top scores for the third year in a row, but with more enthusiasm for the company's direction this time around. |
InternetNews
August 17, 2010 |
Wall Street Hopes Salesforce Stays Hot The on-demand CRM and business applications provider is trading at a rarefied price and, thus far, its sales and earnings have justified the lofty valuation. |
CRM
August 2015
Donna Fluss |
Say It Ain't So, Salesforce! The company has made it easier for vendors to integrate and innovate. Will a sale change that? |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
April 1, 2008
David Myron |
As One Chapter Ends... New kinds of software solutions are playing an integral role in helping companies provide faster and more accurate support. |
CRM
November 1, 2005
Chris Selland |
Acquisition Predictions Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next? |
CRM
June 2, 2014 |
Microsoft Updates Dynamics CRM Microsoft's latest Dynamics CRM release combines new marketing, social listening, and customer care capabilities with the power of productivity. |
CRM
March 5, 2014
Leonard Klie |
CRM Is in the Midst of an Expansion, Microsoft Execs Say at Convergence Microsoft's Bill Patterson says CRM has to come together with so many other business applications. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
InternetNews
September 12, 2005 |
Oracle to Buy Siebel For $5.85 Billion Oracle is again shaking up the enterprise software world with a $5.85 billion cash and stock deal to buy customer relationship management software maker Siebel Systems. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
October 2006 |
The 2006 Market Leaders, Part 1 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Amdocs... SSA Global Technologies... etc. |
CRM
September 2007 |
The 2007 Market Awards: Influential Leaders These influential leaders are the executives and CRM industry pundits with the strategy, product line, or visionary thinking needed to drive the market. |
