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May 17, 2008

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CRM Services
ALSO CALLED: eCRM Services DEFINITION: Services that include strategy formulation, software selection, software implementation, business process improvement, team/end-user training, and deployment.

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The CRM Value Proposition sponsored by Touchtone Corporation WHITE PAPER: Posted: 16 May 2008 \| Published: 01 May 2008 SUMMARY: A CRM can reduce costs by automating some tasks currently performed manually, accelerating cash flows and eliminating some unproductive sales activity. TOPICS: Contact Management Software \| CRM \| Customer Loyalty \| Customer Satisfaction \| Software

The Outsourcing Decision for a Globally Integrated Enterprise: From Commodity Outsourcing to Value Creation sponsored by IBM WHITE PAPER: Posted: 14 May 2008 \| Published: 01 Jan 2008 SUMMARY: The ability to manage operations, expertise and resources more fluidly enables globally integrated enterprises to enter new markets and seize new business opportunities wherever they happen to arise. TOPICS: Customer Service \| Governance \| Outsourcing

The New Information Agenda: Do You Have One? sponsored by IBM WHITE PAPER: Posted: 14 May 2008 \| Published: 01 Jan 2008 SUMMARY: This white paper defines the information agenda; describes key considerations and best practices in creating and implementing an information agenda. TOPICS: Business Strategy \| CRM \| Email \| ERP \| Governance \| Middleware \| Security \| SOA \| Web Services

Multi-channel Retailing: The Route to Customer Focus - Putting the Customer First by Moving from Multiple Channels to Multi-channel Retailing sponsored by IBM WHITE PAPER: Posted: 14 May 2008 \| Published: 01 Jan 2007 SUMMARY: This document elaborates on how successful retailers are using multichannel retailing to make operating model change to put the customer at the heart of their organisations. TOPICS: Customer Information Management \| Customer Service \| Customers

10 Reasons to Get Your Support Software as a Service sponsored by Parature, Inc. WHITE PAPER: Posted: 10 May 2008 \| Published: 01 Jan 2007 SUMMARY: Explore the top 10 reasons you should get your software as a service. Learn how you can leverage key application, accelerate ROI and achieve global availability with an on-demand model. TOPICS: Budgeting \| Business Process Automation \| CRM Software \| Customer Relationship Management \| High Availability \| ROI \| SaaS \| Security \| SMBs \| Software as a Service \| Software Implementation \| Software Upgrades

SAP™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Sales \| SAP (Product) \| User Experience

Salesforce.com™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Salesforce.com CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from... TOPICS: Contact Centers \| CRM \| Customer Service \| Integration

Oracle PeopleSoft CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| PeopleSoft (Product) \| Sales \| User Experience

Oracle Siebel Integration into the Contact Center Technical Integration Brief sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Oracle (Product) \| Sales \| User Experience

Microsoft Dynamics™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Microsoft Dynamics CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software f... TOPICS: Contact Centers \| CRM \| Customer Service \| Integration \| SQL Server

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