For your customer service failures For years enterprises have tried to combat customer service issues with technology. For example, often organizations do not have a central location to keep all of a customer’s data. The customer’s e-mail requests are stored in one location while records of phone conversations are located someplace else. When this happens [...]

The maelstrom of customer relationship management and how to navigate it Ariba has just gone on demand, and says that it has some customers who have gone from perpetual licensing to on demand. That got me thinking about customer relationship management (CRM), in which we saw Worldspan take the same approach with Siebel. That, in [...]

When the Internet burst upon the scene in the early 1990′s, the concept of software as a service (SAAS) seemed an idea whose time had come. It got hyped along with everything else about the internet and reached a massive peak of inflated expectations in early 2000 as venture capitalists funded dozens of nearly identical [...]