What is an xRM? and Why is it an xRM?

There used to be a time when the only information organizations ever used to keep was basic data such as names and phone numbers only to be able to contact their clients when required. Rolodex was the rage and then a spreadsheet that kept information in a single place accessed when needed. When someone said Personal Information Manager, it meant something and everybody used to be awestruck.

And then came along contact managers such as Outlook, where more information could be stored about contacts. Even then just the basics, and enough to be able to touch base with a client when necessary. The real power game started when these contact managers started to realign and become a CRM.

CRM is a technology. Most organizations fail to realize this aspect. CRM or Customer Relationship Management software are not simply software but a whole element of technology and process realignment, as well as business redesign. When a pizza place is called for delivery, the customer is greeted by name. Repeat orders are highlighted and the customer can reorder with the representative preempting this option. This is the beauty of a Customer Relationship Management software. Products and services are aligned with the customer, the customer is well known within the organization through the software, and several business processes are impacted.

Then what is xRM? When a CRM platform is so powerful it can integrate seamlessly any part of a business operation and interconnect across departments and processes to create an all knowledgeable software within an organization, it is an xRM. While the CRM is a technology, xRM is a technological phenomenon. It is a powerful way to bring a business on the same technological platform, align all business data together and be able to manage and serve all stakeholders together.

Next up, but why do organizations fail to realize the potential of this technological phenomenon called the xRM?

(Author: NoorJehan Arif is a functional consultant for MS Dynamics CRM and is the founder of the site Disco Dynamics - which is currently a work in progress)

Free Webinar: Avatars Drastically Reduce Call Center Costs

Date & Time: Wednesday, May 19th, 2010  - 11:00am PT / 2:00pm ET 

Register Here

An increasing number of Fortune500 companies have started to use Virtual Agents - Avatars to enhance their customer experience and decrease eCommerce drop rates. Ten years ago, virtual web agents were expensive, and only large clients could afford a relatively unsophisticated product with limited functionality. In 2010, they are very affordable – offered now to everyone as both a SaaS model or as licensed software, integrating seamlessly with other self-service tools, and provide powerful technology to solve customer's customer service problem more easily.

Watch Forrester, Comcast and InteliWISE answering key questions:

• How can these virtual experts immediately answer customer requests on the web, being a first - line of defense for Customer Service, the Help Desk or FAQ?
• Will they enhance other Service tools, like click-to-chat, call- back, Social Networks?
• How can this technology be built into any website within days, handling customers requests with a high accuracy of more than 85%, and at an unbelievable price of pennies per customer interaction?

Register Here

Source: CRM Magazine

Tata Consultancy Services innovation network awaits its Siebel moment

The company’s COIN model, though making money, is yet to seea big hit six years after its launch

While Indian companies understand that innovation is the lifeline of business, they are only just realizing that the process is neither easy nor systematic. Six years after the model was conceptualized, much before the software industry took client-driven innovation seriously, the Co-Innovation Network (COIN) of Tata Consultancy Services Ltd (TCS) has begun making money, but that one big hit remains elusive.

“At least 75 solutions developed jointly with start-ups in the last five years are now part of TCS offering,” said chief technology officer Ananth Krishnan. “The COIN model is generating revenue but I’m still searching for a Siebel-like success in India.”

CRM@Oracle - Forecasting Presentation

Forecasting capabilities of Oracle CRMs are one of the most powerful feature present in them. Oracle have recently started series of  different presentations on features of Oracle CRMs. Below is the presentation on Oracle CRMs - Forecasting. I will hopefully add few more presentations of this wonderful product in up coming days.

CRM@Oracle - Forecasting

CRM Cloud Computing Provider to Offer Online Banking

FinancialForce.com, a major player in online cloud accounting solutions built natively on the Force.com platform from CRM cloud computing provider Salesforce.com, has extended its functionality by adding electronic processing of bank payments to its online accounting offering.

Officials with FinancialForce.com said that the customers will benefit from a fully automated, on-demand end-to-end payment system.

Company officials said that through integrations, initially with SunGard in the US, which supports check processing and banking system integration, and Albany Software in the United Kingdom, a company developing electronic payment software for Bacs payments, FinancialForce Accounting users will have one integrated system for managing customer accounts and making and receiving payments.

Upcomings: CRM & Call Center Complimentary Webcasts

1. The ABCs of Marketing Analytics

Wednesday, May 12th, 2010 — 11:00 am PT / 2:00 pm ET

REGISTER NOW for this complimentary webcast

Join Sam Boonin, Vice President of Marketing at GoodData who will share best practices for building great marketing dashboards, and review how GoodData uses marketing analytics to 'walk the talk' of running a metrics-driven business. Our featured presenter, Suresh Vittal, Vice President and Principal Analytst at Forrester Research, will discuss the ABCs of Marketing Analytics.

2. Avatars Drastically Reduce Call Center Costs

Wednesday, May 19, 2010 11:00am PT / 2:00pm ET

REGISTER NOW for this complimentary webcast

Watch Forrester, Comcast and InteliWISE answering key questions: How can these virtual experts immediately answer customer requests on the web, being a first - line of defense for Customer Service.

Source: destinationCRM

CRM Software - How Do You Measure Return on Investment (ROI)?

The cost of ownership and return on investment of your CRM software depends on your requirements initially and over time. As your business changes, so do your CRM requirements. A well planned CRM software strategy can save you time and money now, yet allow you to scale your solution as your organisation grows.

For many companies, a cost of ownership model over a 3-5 year period will give a better return on investment with an in-house system. To justify this however, you need to think out your strategy carefully. One of the key decision points is whether you will need to integrate CRM software into your accounting system or a specialised customer service or ERP system. In this case, although the initial cost of ownership can be quite substantial your return will justify such an upfront investment. The initial costs for example will involve license fees, consulting fees and deployment costs.

Oracle Siebel CRM demo for iPad

Oracle announced support for the iPad by combining their Siebel driven REST API with the Apple iPad OS SDK. Siebel is turning out to be a surprisingly versatile development tool for contemporary social capabilities. They are never ceasing to surprise at this point.Here’s a look at a Oracle/Siebel iPad app as demonstrated:



Other than Siebel, Sugar CRM have also launched its application for Apple iPad

Shopping Guide to CRM Software for Small Business

By Lauren Goldman

April 20, 2010
If you own a small or medium business, entering the CRM software market can involve a system-wide implementation of a new business suite, or it can simply be the equivalent of dipping a toe in the water with the addition of a basic contact manager.



In either case, it's easy to dive into a solution that later turns out to be too small for your company's needs or too expensive to customize.

"I think it's really important for companies that are going down the CRM path to make sure that they know what they need before they even look at a vendor," said Brent Leary, co-founder and partner at CRM Essentials, "Do a really serious and honest analysis of what you're trying to accomplish, what your challenges are -- what are you trying to fix? Is it something related to losing customers, or is it something related to finding more customers or keeping them longer?"
Keeping It Simple

Magic Quadrant for CRM Multichannel Campaign Management

24 April 2009 Adam Sarner
Gartner RAS Core Research Note G00166621

Unica, SAS, Teradata and Oracle are leaders in the multichannel campaign management market. Infor CRM Epiphany moves into a niche position, refocusing on CRM in its installed base. Marketo enters the market in the fast-growing SaaS multichannel campaign management area, focusing on lead management.