Go Beyond Field Service Automation by Incorporating Advanced Mobile Technology

Posted on July 5, 2011 by Info-Tech

Field service automation is nothing new, but mobile technology is rapidly enhancing the capabilities of mobile workers, transforming the role of field service management software. The benefits of field service software have long been apparent. Automated scheduling and dispatching of … Continue reading →

Posted in Applications, News & Analysis, What's New in Research | Tagged Astea, ClickSoftware, crm, customer-relationship-management, Field service, field service automation, field service management, FieldPower, Infor, Metrix, mobile, ServiceMax, Servigistics, ViryaNet, workforce management | Comments Off

 

 

Salesforce.com shines with new a social “Radian6-ce”

Posted on March 31, 2011 by Tim Hickernell

Those who did not build their own social monitoring capabilities 2-3 years ago will be buying. But since Salesforce.com over-paid for Radian6 and just inflated the value of the remaining SMMP market leaders in the process, we may see some very interesting bidding wars in the near future. Continue reading →

Posted in News & Analysis | Tagged crm, nimble, salesforce.com, social-crm | Comments Off

 

 

Customer Relationship Management: Really? Show me the relationship.

Posted on March 25, 2011 by Tim Hickernell

I recently had a chat with Jon Ferrara, of Nimble. Jon was the founder of GoldMine and has been around CRM even longer than I have, but still before either of us ever called it CRM. As is often the … Continue reading →

Posted in Analyst's Angle | Tagged crm, social-crm, social-media, social-networking | Comments Off

 

 

Design a Customer Service Strategy that Serves the Social Customer

Posted on March 23, 2011 by Info-Tech

Drive customer satisfaction & retention with social channels. Web 2.0 has added a new set of interaction channels, including social channels, that are strongly favored by customers. This requires organizations to revisit their customer service strategy. Organizations are exploiting new … Continue reading →

Posted in Applications, What's New in Research | Tagged call center, contact center, crm, customer service, customer service rep, e-channel, e-mail, facebook, IVR, linkedin, mobile-apps, self-service, SMMP, social channels, social media monitoring platforms, social-media, telephony, twitter, web chat, web-2.0 | Comments Off

 

 

Selecting a CRM Vendor

Posted on April 5, 2010 by Info-Tech

The CRM market has been transformed by low cost products and products deployed as software as a service (SaaS). Our research shows that mid-market organizations should consider SaaS CRM solutions to be as much of a viable option as on-premise. … Continue reading →

Posted in Applications, Hot Topics, What's New in Research | Tagged crm, customer-relationship-management, microsoft-dynamics, oracle-siebel, rightnow, saas, sage, salesforce.com, sap | Comments Off

 

 

 

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