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SearchCRM.com This Week - January 21, 2008
A newsletter from TechTarget
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IN THIS ISSUE:
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> From the Editor: What to expect from CRM in 2008
> Ask the Experts: Evaluating CRM software
> Learning Center: Call Center Manager Learning Guide
> Site Highlights: CRM & Retention, March 2008
> Webcasts: New Sugar 5.0 Platform Capabilities and Advanced CRM
Functionality
> More from SearchCRM.com: The 2007 CRM Products of the Year
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FROM THE EDITOR
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What to expect from CRM in 2008
by Lauren Hoyt - lhoyt@techtarget.com
SearchCRM.com's News Director Barney Beal sat down with three
industry analysts recently to discuss the changes ahead in the CRM
market this year. It's the latest installment of our Voices of CRM
podcast series, which features a slew of conversations with CRM
industry-watchers.
One of the big changes on tap for this year centers on the fact that
SAP has made a serious effort to improve its CRM user interface,
according to Rob Bois of AMR Research. As a result, he added, SAP in
2008 will provide stronger competition for the likes of
Salesforce.com and Microsoft CRM on the usability front.
"We still see user adoption as one of the biggest challenges to
successful CRM deployments," Bois said. "The more a vendor can make
these apps easier to use, [the more they'll improve] success rates."
Hear more of Rob's predictions on SAP's latest release, the outlook
for CRM suites and spending in the year ahead in the podcast.
http://go.techtarget.com/r/2923359/6276287
Barney also spoke to Elana Anderson, independent analyst with NxtERA
Marketing, who shared her thoughts on the marketing industry in the
year ahead. Elana said that in the age of the savvy consumer,
marketers need to focus on aligning marketing with corporate goals
and mantras.
And while there's a lot of hype around Web 2.0, Elana said that smart
marketers are trying to clear through the clutter and figure out what
matters. She also stressed the importance of taking a measured
approach to adopting Web 2.0 technology.
Hear more from Elana -- including thoughts on marketing technology
like mobile marketing and behavioral targeting -- in the podcast.
Lastly, John Ragsdale of the Service and Support Professionals
Association looked into the crystal ball and shared what he's seeing
for the customer service market in 2008. John pointed to discussion
forums as a major new channel for customer support and says he thinks
wikis have the potential to replace the knowledge base in the call
center. He also talked about which innovative vendors are producing
this new technology.
"The call center is still going to be a busy place in 2008," he said.
To hear the rest of John's predictions or listen to the entire
roundtable podcast, visit our Voices of CRM podcast blog.
http://go.techtarget.com/r/2923360/6276287
While you're there, be sure to sign up for the Voices of CRM RSS feed
to receive podcast updates every month. And let us know if you'd like
to hear from a particular CRM visionary in the Voices of CRM series.
Until next time,
Lauren
lhoyt@techtarget.com
Site Editor
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ASK THE EXPERT
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Evaluating CRM software
http://go.techtarget.com/r/2923361/6276287
Let's face it -- making a decision about CRM can be intimidating with
all of the products on the market. Which one is best for your
organization? Paul Greenberg answers reader's questions about the
intricacies of CRM technology and can help you make well-informed
decisions.
*Where can I find an independent CRM consultant?
http://go.techtarget.com/r/2923362/6276287
*Choosing a CRM product: Does the industry and type of business
matter?
http://go.techtarget.com/r/2923363/6276287
Ask Paul a question
http://go.techtarget.com/r/2923364/6276287
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LEARNING CENTER
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Call Center Manager Learning Guide
http://go.techtarget.com/r/2923365/6276287
The contemporary call center is a complex, strategic part of the
enterprise. Because of this, call center managers have more to learn
than ever before. This guide offers advice, resources and call center
management ideas on how to leverage technology and build strategies
that will result in success.
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SITE HIGHLIGHTS
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CRM & Retention, March 2008
http://go.techtarget.com/r/2923366/6276287
Learn from leading operators who will share their experiences
planning and implementing CRM projects and will offer strategies to
improve CRM in your own company.
Call Center Manager Learning Guide
http://go.techtarget.com/r/2923367/6276287
Check out this advanced learning guide to find resources and call
center management ideas on how to leverage technology and build
strategies that will result in success.
AIIM International Exposition & Conference
http://go.techtarget.com/r/2923368/6276287
Join us on March 3-6, 2008 for this content and information
management event. Learn about the latest innovations in information
management with 120 practitioner-delivered conference sessions and
200+ leading vendors at the expo.
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PODCASTS & WEBCASTS
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New Sugar 5.0 Platform Capabilities and Advanced CRM Functionality -
Vendor Webcast
When: Available On Demand
http://go.techtarget.com/r/2923369/6276287
Speaker: Chris Harrick Senior Director of Product Marketing, SugarCRM
Sponsor: SugarCRM Inc., http://go.techtarget.com/r/2923370/6276287
View All Podcasts & Webcasts at:
http://go.techtarget.com/r/2923371/6276287
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MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: Graphical user interface (GUI)
http://go.techtarget.com/r/2923372/6276287
Read through SearchCRM.com's top 10 CRM definitions and buzzwords of
2007 and get up to date on new CRM trends. This week, learn about
graphical user interfaces (GUIs) and find out how the top CRM vendors
are making their GUIs more user-friendly.
PRODUCTS OF THE YEAR: The 2007 CRM Products of the Year
http://go.techtarget.com/r/2923373/6276287
Are you trying to decide which CRM product is right for your
business? SearchCRM.com can help. We've named the top CRM products of
2007 and resources to help you make an informed decision.
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CONTACT US:
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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
::::::::::::::::::::: ABOUT THIS E NEWSLETTER ::::::::::::::::::::::
This e-newsletter is published by SearchCRM.com, a targeted Web site
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