For Business Process & Applications Professionals

The CRM 2.0 Imperative

Look To New Solutions To Keep Pace With The Emerging Social Customer

by William Band, March 10, 2008

Customer relationship management (CRM) is evolving from its traditional focus on optimizing customer-facing transactional processes to include the strategies and technologies to develop collaborative connections with customers, suppliers, and even competitors. . . .

For Business Process & Applications Professionals

CRM Market Update 2003: CRM Verticalization, Improved Architectures Will Increase ROI

by Erin Kinikin, April 3, 2003

CRM licensed revenues will remain flat through 2003 and grow only modestly (5 percent to 10 percent) through 2005, when vertical applications, new and more manageable architectures and dramatic improvements in ease of use are delivered.

For Application Development & Program Management Professionals

Siebel Completes Architecture Roadmap With J2EE Commitment

by Erin Kinikin, February 19, 2003

Siebel has jumped into the J2EE deep-end with its announcement that future releases of its products will be run natively on IBM WebSphere and other J2EE application servers.

For Business Process & Applications Professionals

Siebel's .NET Announcement Signals Focus on Rich Client

by Erin Kinikin, November 5, 2002

The move to .NET builds on Siebel's traditional user interface strengths and could help shift the CRM power back to the end user (from the IT departments) — a plus for Siebel's business-focused sales approach.

For Business Process & Applications Professionals

Siebel 7 Redefines 'Web Architecture' for User Success

by Erin Kinikin, May 30, 2002

Go with Siebel 7 for its new functionality and many architecture options (and as a foundation for future Siebel releases), not solely for its "zero footprint" client. Performance and usability are key issues to watch — test carefully.

For Business Process & Applications Professionals

The Importance of Architecture: Six Considerations For Enterprise CRM

by Erin Kinikin, August 21, 2001

The right architecture can dramatically reduce long-term deployment and maintenance costs and improve solution flexibility. CRM vendors still show significant differences in approach to architecture, integration, platform, data model and customization.

For Business Process & Applications Professionals

eCRM Contact Centers Require Companies to Architect Complete Solution

by Elizabeth Herrell, April 24, 2001

Rather than settle for quick-fix solutions that may prove to be more costly in the long term, companies should architect their entire solution before beginning a project.