CRM Companies http://www.crmcompanies.net Customer Relationship Management News Blog Wed, 10 Oct 2007 17:22:42 +0000 http://wordpress.org/?v=2.0.1 en Microsoft CRM VARs Need Help? http://www.crmcompanies.net/2006/03/21/microsoft-crm-vars-need-help/ http://www.crmcompanies.net/2006/03/21/microsoft-crm-vars-need-help/#comments Tue, 21 Mar 2006 19:40:02 +0000 Admin CRM Discussion CRM News Customer Service http://www.crmcompanies.net/2006/03/21/microsoft-crm-vars-need-help/ I guess it is not too surprising that a recent study points to the fact that many CRM “professionals” who peddle warez from companies like Microsoft, Siebel, and others could use a page from their own playbook. It seems that many follow-up suveys show that CRM VARs would not get the repeat-business nod from their past clients:

It seems that some CRM consultants and implementation partners could stand to take a little of their own advice when it comes to delivering customer satisfaction. A recent report from Cambridge, Mass.-based Forrester Research Inc. found that 40% of the companies surveyed wouldn’t recommend their CRM professional service provider (PSP) to others. “One of the things that struck me is that software vendors have been beat up in this sector for a while,” said William Band, Forrester analyst and author of the report. “But the consultants they use and depend on heavily don’t come out as well as I thought they might.” Ironically, the primary source of dissatisfaction with PSPs comes from their relationships with clients, Band noted. For example, of the 119 CRM buyers Forrester surveyed, 50% said their PSP was not easy to do business with and less than half felt adhering to a budget was a priority for their services partner. Additionally, only 36% agreed that their PSP helped them lower the cost of implementation and the total cost of ownership.”

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]]> http://www.crmcompanies.net/2006/03/21/microsoft-crm-vars-need-help/feed/ What is CRM Software? http://www.crmcompanies.net/2006/03/08/what-is-crm-software/ http://www.crmcompanies.net/2006/03/08/what-is-crm-software/#comments Wed, 08 Mar 2006 19:35:18 +0000 Admin CRM Discussion Customer Service Help Desk http://www.crmcompanies.net/2006/03/08/what-is-crm-software/ CRMWhat is CRM software anyway? I mean, how do we define what make a particular application worthy of the CRM label or not? Does it have to have a picture of someone like this lady to be called CRM software? CRM stands for Customer Relationship Management. To me, that makes any piece of software that allows you to compile lists of people and/or communicate with people CRM software. By that description, some of the most widely used appplications like Microsoft Outlook and ACT! are the most popular CRM applications of all time. They don’t get the fancy name, but they work, on a low level, much the same way that many enterprize level CRM applications work. In some cases I think they are a better fit for a company than something that costs 10 times as much.

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]]> http://www.crmcompanies.net/2006/03/08/what-is-crm-software/feed/ Real Estate Software Provider + Parature = Money in the Bank http://www.crmcompanies.net/2006/03/06/real-estate-software-provider-parature-money-in-the-bank/ http://www.crmcompanies.net/2006/03/06/real-estate-software-provider-parature-money-in-the-bank/#comments Mon, 06 Mar 2006 21:00:19 +0000 Admin CRM News Customer Service Help Desk http://www.crmcompanies.net/2006/03/06/real-estate-software-provider-parature-money-in-the-bank/ Who said that the CRM market is not growing every day? This is one example of how a relatively small real estate company has been able to put a sizeable dent in the number of customer service inquiries they receive every day, simply by implementing one of the top help desk solutions on the market today.

Parature, provider of award-winning, on demand customer support and Help Desk software, announced today that SharperAgent, provider of contact management marketing solutions to real estate agents and brokerage firms, has implemented Parature’s Customer Support Solution. SharperAgent recognized almost immediate results after deploying Parature’s solution, including a decrease in the overall number of tickets submitted by clients from a daily average of 370 to approximately 100, due to an increase in the use of self-service tools.

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]]> http://www.crmcompanies.net/2006/03/06/real-estate-software-provider-parature-money-in-the-bank/feed/ The Air Force Goes Help Desk http://www.crmcompanies.net/2005/12/13/the-air-force-goes-help-desk/ http://www.crmcompanies.net/2005/12/13/the-air-force-goes-help-desk/#comments Tue, 13 Dec 2005 23:15:29 +0000 Admin CRM News Customer Service Help Desk http://www.crmcompanies.net/?p=67 These are really cool stories. Seeing the business world have an impact on the military…usually it is the other way around. I was just reading an article on how the 386th Expeditionary Communications Squadron made changes to their help desk operations by consolidatin the squadron’s customer service centers into one location. This is something that the business community at large has been doing for a number of years. According to Capt. Jeff devine Jr., the squadron’s response times went fro 15 or 30 minutes to almost instantaneous because of the consolidation. That is pretty cool.

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