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On Single Tenant CRM On Demand

February 20, 2008 at 19:58 | In CRM, CRM Daily, Oracle, Outsourcing, SaaS, Siebel | Leave a Comment

Software-as-a-Service, but not sharing it with other users. Oracle has announced Single Tenant, Enterprise Edition, CRM on Demand. Read this article on CRM Daily

On outsourcing your services

December 20, 2007 at 09:43 | In CRM, CRM 2.0, Call Centres, Customer Service, Outsourcing | Leave a Comment

A consistent brand experience and high quality service usually leads to a significant decrease in customer churn, after all, a happy customer remains a customer. Some companies are finding benefits in outsourcing customer service to achieve a more consistent brand experience, which sounds somewhat contradictory. An article on Destination CRM provides some more insight into what to look for when wanting to outsource your services.

On CRM in 2008

December 6, 2007 at 09:32 | In CRM, CRM 2.0, On Demand, Outsourcing, SaaS, SalesForce.com, Technology, Wiki | Leave a Comment

It’s time to look back at 2007 and gaze in to what the future holds for all of us. CRM Magazine features an article on CRM 2.0 and possible developments in the CRM arena in 2008. Interesting to see Mitchel Lager’s view of the future combined with the views and vision of several industry experts and research analysts. The focus of the article, as in CRM 2.0, is on collaboration, the collaborative enterpise and working together with your customers. Let’s see whether the trends and predictions in this article will indeed manifest themselves in 2008.

On outsourced call centers

November 22, 2007 at 20:48 | In CRM, Call Centres, On Demand, Oracle, Outsourcing, Technology | Leave a Comment

I thought that the boom in outsourcing call centres to India and other locations around the world was slowing down. Apparently that’s not the case. Avaya, the technology company, has concluded that the market keeps on growing after global research I wonder if this research also includes research to hosted call centre solutions such as Oracle’s Telephony at Work solutions.