[01/24/2003] Multi-function CRM Software: How Good Is It? by CRMGuru.com, High-Yield Marketing, and Mangen Research Associates. New Study Confirms Your Worst Suspicions. If you think CRM software is over-priced, too difficult to install, and too difficult to operate, you only know the half of it, according to a survey base of almost 1,300 CRM software customers. The study was motivated by the high failure rates of CRM implementations, reported by analyst firms and the media as reaching up to 70 percent, coupled with the lack of objective third-party information about CRM solutions on the market. Here's a sampling of the study findings: - Siebel is not the CRM software industry customer satisfaction leader. - CRM systems by ERP vendors Oracle and SAP may be causing more problems than they solve. - CRM software customers want simpler systems�but not at the cost of reducing adaptation that provides the functionality they need. - Sales and marketing appear more responsible for market share than system performance. - CRM vendors aren't listening to CRM customers. The survey should serve as a wake-up call to end user firms and vendors alike. We all need thoroughly analyze the insights the report contains to better understand the reasons behind the low user ratings if we are going to turn CRM project success into less of the exception and more of the norm, says Jim Dickie of Insight Technology Group. Read more: http://www.crmguru.com/crmstudy/index.html

[06/25/2004] Next Generation CRM by Paul Tenberg, Queplix Corp. The importance of customer relationships is continuing to drive today�s business and is influencing the shape of the global market place of the future. Customer Relationship Management started as a strategy to manage customer contacts and keep track of customer communications during sales cycles. Ma... [05/28/2003] Online CRM Conference From Contact Center World.com Event date: June 2nd � 9th 2003 Location: Worldwide � on ContactCenterWorld.com � a virtual event! Register yourself to get access to this FREE conference (link is on the web page at (www.ContactCenterWorld.com/3rdcrm.htm) Following the huge success of our 1st & 2nd series of on-line c... [12/17/2002] Report: CRM Market Picking Up Steam - By Kimberly Hill, CRMDaily.com Despite a 2002 drop of 5 percent in overall CRM revenues, a new Forrester (Nasdaq: FORR) Research report predicts the sector will see an increase of about 11 percent per year over the next five years. Revenues will grow from the current $42.8 billion to $73.8 billion during that timeframe, the fi... [10/07/2002] CRM Implementations - chasing your own tail According to PriceWaterhouseCoopers research, over 70% of all CRM implementations fail. Meanwhile, large CRM vendors continue to make hundreds of millions of dollars. How is it possible, that after investing several millions of dollars into a CRM or Helpdesk software, and getting a result that's... [03/18/2002] The failure to achieve ROI from CRM: How responsible are the Big 5 consultancies? (Reprint with premission from CRM Forum). This week, we�re pleased to publish the results of the analysis of a survey the CRM-Forum undertook last year in conjunction with the CRM Institute of the University of Strathclyde and Caledonia Business School. The report is called �Improve the ROI of CR... [03/13/2002] Call Centers: Simply a Cost? Disloyal customers and employees, and new research, suggests otherwise. by J.P. Pawliw-Fry CallCenter. In one decade, 46% of companies identified as Fortune 500 firms dropped from the prestigious list - nearly half of these top-producers - because they didn't change with the times. Many are no... [02/21/2002] Executive Insight: Improving the Return on Investment from CRM With Permission from Sir Richard Heygate "Improving the Return on Investment from CRM". "I have borrowed the heading for this weeks newsletter from Jack Rech, Director of E-Commerce at National Gypsum Company, who sent me a very interesting email. National Gypsum focused their C... [01/10/2002] Enterprise Applications: Are They the Solution or Part of the Problem? Monday, January 07, 2002 John Bermudez. AMR Research For the past seven years, corporations have deployed billions of dollars of packaged software to replace earlier custom-developed applications. Many companies are now spending 20% to 50% of their IT budgets maintaining, integrating, and upgrading existing packaged software; one midsize company spent...