 |
|
12/6/05 - Crystal Ball - V.2006 - MegaCRM?
At the end of every year, prognosticators of all types pull out their crystal balls to tell us what they think will happen in the year to come. I often wish they would score last years predictions before they offer new guesses so I can have a better idea of the batting average for some of these "experts."
Just last week, I read about some of the predictions coming from Gartner Group. I won't try to give you the entire list in one column. However, over the next few weeks, I will share the major ones with you and ask your opinion. Here's the first Gartner prediction: Large-scale, long-term CRM initiatives will begin to be approved again in 2006.
It has been widely documented that the mega-CRM implementations of years past have been scaled back due to budgets, risk management and the sting of highly visible failures. I have my own doubts that mega-CRM is back in large part because I don't see what has changed to make the big deals palatable. Do you see forces at work that would make large-scale, long-term CRM implementations more common?
Gary Lemke, Publisher
(Share your thoughts)
|
|
TODAY'S NEWS (more)
|
|
|
Targeting the needs of contact centers seeking ways to optimize current investments and improve performance, IEX introduced the TotalView InSight Performance Manager. This new advanced feature is designed to improve performance by providing contact centers with a unified view of operational metrics, helping everyone gain a clear understanding of performance goals and results. InSight is built on performance management technology from Merced Systems.
UniPress announced that Perini Corporation has selected the FootPrints Hosting Service to provide dedicated service and support to its 1,000 employees. As one of the most successful contractors in the US, Perini needed a flexible, easy-to-use system that could track and manage all service and support requests submitted from users across hundreds of job sites worldwide.
NICE Systems announced that it has been awarded preferred supplier status by the De Beers Group. NICE has already received orders in excess of $1 million for its advanced video security solutions, with deployment underway and the companies are currently formalizing a contract covering the supply of NICE technology to enhance security at its diamond mining, sorting and other sites around the world.
Parature announced that Florida State University (FSU) has deployed Parature's support solution in ten separate departments across its campus. FSU's Enterprise Resource Planning (ERP) Department was the first to deploy Parature's solution in June 2004 when they replaced BMC Remedy due to difficulties in use and costly maintenance.
eGain Communications announced that its deployments at long-standing customer Aliant was recognized by InfoWorld as one of the 100 Most Innovative Corporate IT Solutions for 2005.
The Westbury solutions help maximize the ROI on HP OpenView Service Desk. Due to the growing demand for Westbury's software products around the world the company is currently expanding its partner network by appointing additional partners in Belgium, United Kingdom and Ireland, Russia and South Africa.
Avidian Technologies announced the launch of Prophet 3.0, the newest version of its Outlook-based sales software solution. Avidian also announced that Prophet will be available for the first time for enterprises with Prophet Enterprise Client and Prophet Enterprise Server.
e-Gl ue Business Technologies announces the release of e-Glue Direct for Quality, a new solution that delivers improvements in the quality of customer service by providing agents with active, relevant support during live interactions with customers.
Sigma Dynamics announced four new applications that bridge the operational and analytical worlds of customer relationship management: Strategic Routing Analytics, Predictive Cross-Sell, Real-Time Customer Satisfaction, and Six Sigma Customer Process Management.
Soffront announced improved IT asset discovery and management capability for it's Help Desk software. This improved capability allows companies to audit computer assets in remote locations such as home offices. This capability solves a critical problem of taking inventories of hardware and software assets and managing software licenses for remote employees.
|
 FEATURE WEBCAST (more) |
 |
"Contact Centers with Nine Lives: Business Continuity Strategies"
Ed Margulies, COO, Telephony@Work
In today's contact center, it is increasingly more important to develop a hedge against disaster. Take labor strikes, power outages, terrorism and natural disasters. What steps have you put into place to ensure maximum up time for your operation? In this session, you will learn how to identify the most essential business continuity disciplines and strategies for smooth transition and recovery during exigent circumstances. Learn how you can mitigate risk in your contact center and maintain workflow integrity with the proper tools. Session topics include: Disaster Recovery, Transactional integrity and security, and Graceful Operations Scaling & Implementation.
|
|
|
| CRMAdvocate Stock Index |
| CRMSI | 45.97 |  | -0.25% |
| Dow Jones | 10,835.01 | | -0.39% |
| Nasdaq | 2,257.64 | | -0.70% |
| S&P 500 | 1,262.09 | | -0.24% |
| Top Gainers |
| NICE | 45.35 |  | 0.99 |
| Astea | 16.2 | | 0.75 |
| HP | 29.79 | | 0.56 |
| Top Losers |
| West Tel | 38.49 | | -0.88 |
| AVAYA | 10.8 | | -0.45 |
| eLoyalty | 9.34 | | -0.41 |
| Complete Stock Index |
| As of close 12/05/05 | |
|
GET YOUR OWN COPY OF CRMAdvocate
|
Read Less. Know More. Still reading a forwarded copy?
CRMAdvocate is everything you need to know about CRM because we do the hard work for you consolidating over 40 sources of CRM knowledge into one, easy to read format.
- Click here for your free newsletter subscription.
|
|
|
|
| |
| (Feature)
SIP Advances Contact Center Capabilities - A SIP-enabled session can start out as a voice call between a customer and a contact center agent. If the customer's device has messaging -- IM, text messaging on a cell phone, or video -- the participants can dynamically add any or all of these media where and how it makes sense.(Contact Center Today)
|  | | Sales Add Up with CRM Tools - "A CRM application should deliver a 360-degree view of the relationship between a company and its customers. That requires that integrations exist between the CRM system and other internal systems that might store relevant information about the client relationship," said Greg Gianforte, CEO, RightNow Technologies. (CRMDaily)
| | | Meeting Customer Expectations will Prove Major Focus for Contact Centres in 2006 - Sabio highlights key technology drivers that will help focus contact centre processes around individual caller requirements(CRMToday)
| | | Is enterprise CRM dead? - Three years ago, at an industry trade conference, Tom Siebel, then CEO of Siebel Systems Inc., first uttered the words, "CRM is dead." It was a statement that raised eyebrows across the industry, coming from a man widely credited for helping to create CRM. While Siebel later explained he was simply talking about the rise of a new set of applications, it foreshadowed the end of standalone CRM.(SearchCRM)
| | | Why Marketing ROI Misses the Mark - Rather than adopting piecemeal approaches from finance, marketers should look to operations and production for a more defined set of measurement disciplines(CMO Magazine)
|
|
"OUR TAKE"
Articles (more)