[2003-03-21] Gartner's CRM Rankings
Analyst group Gartner has released its latest customer relationship management (CRM) Magic Quadrant, and concludes that Siebel remains the indisputable category leader. The quadrant is a pictorial representation of how Gartner feels e-business software vendors stand within a given category represented by axis that divide into four boxes: leaders (big on both execution and vision), challengers (big on execution, not as big on vision), visionaries (long on vision, but less ability to execute), and niche players (narrow vision and execution alike).
[2003-03-21] Online Microsoft CRM Application Debuts
"Certainly, Microsoft could muster the capital and resources to do this," said Aberdeen analyst Denis Pombriant, "but launching an online edition is not as simple as putting a wrapper on software. It is a whole new business plan and a sizable investment." Microsoft Business Solutions and partner Surebridge have introduced the first hosted version of Microsoft CRM, called CRM Online.
[2003-03-21] Amdocs buys defunct CRM firm
Software maker Amdocs has paid $5 million to purchase the assets of Xchange, a former contender in the customer relationship management software market.
The cash acquisition, announced Wednesday, gives St. Louis-based Amdocs a set of programs from Xchange for streamlining marketing campaigns. The deal also calls for Amdocs' Clarify division to support about 100 Xchange customers, including Allstate, Staples and Fidelity. Ten former Xchange employees will become part of Amdocs' staff.
[2003-03-20] Microsoft Strengthens HelpDesk Features in CRM
Looking to add key security features to its new Customer Relationship Management (CRM) product, Microsoft (Quote, Company Info) has inked a deal with Network Associates (Quote, Company Info) to marry a customer help-desk system into its CRM software.
[2003-03-10] The 10 Pitfalls of Customer Service and How to Avoid Them
All too often our customers look to us for guidance, and don’t get what they expect. Instead they get excuses or put off's, when we should be giving them real service.