If Salesforce.com’s recent announcement that Merrill Lynch signed a 5,000-seat deal wasn’t enough to bolster the argument for hosted CRM in the enterprise, a report from Boston-based AMR Research Inc. should be. Hosted CRM has gained a firm foothold in the market and, according to AMR, that goes for larger businesses as well as small. [...]

The bloodletting in call centers, CRM and Web-based customer self-service has shown that a CTO can’t simply install a piece of software and expect it to start improving things; Web applications and call center automation will grow smart enough to improve a business’ value proposition only when they work in concert. Customer self-service  Web applications [...]

Assessing ROI for CRM initiatives can be a daunting task and attempts to offer a framework for helping a business manager measure ROI of CRM systems is difficult to do. Part I – Challenges, notes that there are many reasons why CRM systems defy easy ROI calculation, most of them stemming from just how vast [...]

Among mid-market companies — those with 500 and 999 employees — nearly 50 percent want to adopt on-demand CRM software, according to a Yankee survey. One-third of mid-size businesses (100 to 499 employees) are looking to do so.

Choosing a Customer Relationship Management (CRM) technology has often been a daunting task for companies in all industries. Whether in financial services, telecommunications, retail, high tech or any other area, companies know that in order to be successful, they need to better service their customer and partners. How to do this can appear to be [...]

CRM+ includes these all of NetSuite’s latest developments, along with new customer and partner relationship management features. Its customer self-service portal provides a real-time view of customer interactions across multiple channels. has launched CRM+, a new application package that includes all of the functionality of NetSuite’s existing product line, such as integrated order management, CRM, [...]