Monthly Archives: March 2008

Gartner, CRM and SOA

Just found this article while scanning through my long long list of unread feeds in Google Reader. Gartner has released a report on how CRM software is paving the way for SOA related developments. Some quotes from the article below. … Continue reading

Posted in CRM 2.0, Fusion, SOA | Leave a comment

Will Benioff succeed Larry Ellison at Oracle?

Former FT report Tom Foremski seems to think so. Read his post on why Marc Benioff is the candidate to follow in Larry Ellisons footsteps

Posted in CRM 2.0, Oracle, | Leave a comment

On the advent of the chief customer officer

After the rise (and subsequent decline) of the CMO, a new CXO type role seems to be emerging. As companies devote more attention to Customer Experience Management, some companies are moving to appoint a Chief Customer Officer, or Chief Customer … Continue reading

Posted in CRM 2.0, Customer Experience Management, CustomerThink, Service Effectiveness | Leave a comment

On social media and Oracle On Demand

Oracle has released version 15 of CRM On Demand and has apparently included a number of interesting Social Media Features, such as befriending customer contacts, subscribing to a friend feeds etc. Read the full story on what has been added … Continue reading

Posted in CRM 2.0, SaaS, Social Networking | 1 Comment

On the future of social networks

One of the most interesting Web 2.0 trends, the advent of social networking, will certainly also impact the CRM, CRM 2.0 and most probably the VRM field. Charlene Li, from Forrester Research, recently held a presentation on the future of … Continue reading

Posted in CRM, CRM 2.0, VRM, Web | Leave a comment

On Gartner’s 7 initiatives to improve the customer experience

Jim Berkowitz has created a post that summarizes / outlines a number of recent Gartner publications on Customer Experience Management. Check it out.

Posted in CEM, CRM, CRM 2.0, Customer Experience Management, Customer Service | Leave a comment

On CRM Vendor Selection and Requirements Analysis

Richard Boardman, of Mareeba CRM Consulting has posted an article on CRM Requirements analysis and how this can help control costs when a company lays down clear requirements, before starting vendor selection for a new CRM system. I agree with … Continue reading

Posted in CRM, Technology, Vendor Selection | Leave a comment