SEARCHCRM.COM
This Week
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A newsletter from TechTarget
June 18, 2007
IN THIS ISSUE:
> From the Editor: Building a business on open source CRM
> Ask the Experts: Managing your customers' experience
> Learning Center: Speech analytics explained
> More from SearchCRM.com: Short messaging; customer self-service
resources
FROM THE EDITOR
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Building a business on open source CRM
[by Lauren Hoyt]
lhoyt@techtarget.com
We don't hear as much about it as other CRM software options, but
open source CRM is a viable choice for organizations looking for a
flexible customer management tool. With open source CRM, an
organization has access to free code to manage sales, service and
marketing activities -- and the ability to build on that code using
their own IT resources or add-ons from partner and developer
communities. According to research from Forrester, open source CRM
promises freedom from vendor lock-in, flexibility to tightly map the
software to business processes, and extensibility to grow with
changing business needs.
Over the past few years, open source software has made inroads into
the CRM market. Much of that progress is in sales force automation
(SFA), thanks to vendors like SugarCRM and Centric. Momentum in the
contact center has been slower, said Bernard Golden, CEO of Navica
Inc., in an interview with SearchCRM.com. But that's starting to
change.
http://go.techtarget.com/r/1605909/6276287
Of course, there are downsides to the open source software option. A
2006 report from Forrester indicated that open source CRM options on
the market today lack enterprise-class functionality and their
scalability is unproven. Also, because these tools aren't backed by a
large vendor, buyers must assume some risk related to product
support, maintenance and upgrades.
http://go.techtarget.com/r/1605914/6276287
What do you think? Are you using open source CRM software, or would
you consider it? Why or why not?
In the meantime, browse our Open Source CRM Learning Guide, a
comprehensive resource to get you up to speed on the open source
trend. Also, browse our topic section for the latest open source CRM
news and advice.
http://go.techtarget.com/r/1605916/6276287
Until next time,
Lauren
lhoyt@techtarget.com
Associate Editor
ASK THE EXPERT
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Improving the customer experience
[Lior Arussy]
As part of your customer loyalty efforts, it's important to
understand how your customers are experiencing your business in each
interaction. Ask expert Lior Arussy your questions about customer
experience management.
Can our call center drop rude customers?
http://go.techtarget.com/r/1605918/6276287
How is relationship marketing changing the way marketers look at
customers?
http://go.techtarget.com/r/1605921/6276287
Ask Lior a question
http://go.techtarget.com/r/1605923/6276287
LEARNING CENTER
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Seven things you need to know about speech analytics
Call center expert Donna Fluss offers an introduction to speech
analytics and talks about its implications for the call center in
this podcast. Fluss also gives advice on evaluating and implementing
speech analytics technology.
Download the podcast here
http://go.techtarget.com/r/1605925/6276287
SITE HIGHLIGHTS
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CRM Excellence 2007
Don't miss the CRM event of the year, with best practices, case
studies, industry-leading presenters and more. Mention SearchCRM.com
for a 20% discount.
http://go.techtarget.com/r/1605927/6276287
FEATURED WHITE PAPERS
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Title: Delivering on the Promise of eLearning
Published by: Adobe Systems Inc.
http://go.techtarget.com/r/1605928/6276287
The Value of Working with CRM Experts
Published by: Innoveer Solutions Inc.
http://go.techtarget.com/r/1605929/6276287
View All White Papers at:
http://go.techtarget.com/r/1605930/6276287
MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: Short message
As mobile CRM devices become more widely used, CRM and SFA software
can be accessed almost anywhere, at any time. Use these top buzzwords
for a quick overview of popular terms like "short message," related
to the quickly growing mobile CRM market.
http://go.techtarget.com/r/1605931/6276287
LEARNING GUIDE: Customer Self-Service
Your customer self-service technology should enable users to help
themselves -- quickly and easily. But finding self-service success is
harder than it seems. SearchCRM.com's self-service resources will
help you build a self-service strategy that enables increased ROI and
better use of your call center resources.
http://go.techtarget.com/r/1605932/6276287
ALL-IN-ONE GUIDE: Oracle CRM
This All-in-One Guide is a collection of resources on Oracle CRM that
you'll find valuable regardless of where you are in the learning or
buying process. This comprehensive guide includes fundamental terms,
the latest news and advice on support for Siebel and PeopleSoft
applications.
http://go.techtarget.com/r/1605933/6276287
BUSINESS CASE: Web self service
There may be straightforward benefits to self service, but it is
imperative to understand the "gotchas" to make self-service
technology work for your organization. In this business case, Allen
Bonde outlines key business drivers and reveals the true reasons to
implement self service.
http://go.techtarget.com/r/1605934/6276287
QUIZ: CRM for financial services
Test your knowledge of CRM for financial services here. This quiz
features questions on how vertical CRM is changing the industry and
how financial institutions are having success with CRM.
http://go.techtarget.com/r/1605935/6276287
REPORT: 2007 Speech Analytics Market Report
SearchCRM.com has partnered with DMG Consulting LLC, the leading
expert in the emerging contact center speech analytics market, to
bring you the 2007 Speech Analytics Market Report at a special
discounted price. This year's report, the second annual edition,
provides detailed information about the market, vendors, competitive
landscape, technology, products, functionality, accuracy, return on
investment (ROI), market share, pricing and implementation best
practices.
http://go.techtarget.com/r/1605936/6276287
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CONTACT US:
Sales
For sales inquiries, please contact us at:
mailto:mbolduc@techtarget.com
Editorial
For feedback about any of our articles or to send us your article
ideas, please contact us at:
mailto:kglance@techtarget.com
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