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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 articles on the failure of customer relationship management


Social CRM: Customer Relationship Management in the Age of the Socially-empowered Customer
Most of your customers and prospects expect you to be involved in social media@and they’ll be more likely to do business with you if you are. So how do you

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Customer Relationship Management (CRM)

Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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Asset Performance Management: The Secret to Uncovering Hidden Profits and Ending Operating Surprises


Top performers optimize their assets. It’s true in any field—sports, the arts, and business. Yet in business, optimizing performance of capital assets often plays distant runner-up to the more glamorous pursuit of top-line growth. That’s not surprising, given the importance of increasing sales revenue. But it can cost you—and lead to operating surprises that are even more punishing.

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Industry Perspectives: Strategic Workforce Management in the Automotive Industry


There’s a buzz in the automotive industry around the concept of “strategic workforce management”—getting the right people, for the right job, at the right time, to improve overall business results. Strategic workforce management goes beyond the traditional role of human resources: it’s a strategic initiative and competitive weapon to help today’s automotive companies drive corporate goals and objectives.

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A Lexicon for Customer Relationship Management Success


Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles, and is approached with a let's-hope–for-the-best mentality.

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CRM, Success, and Best Practices: A Wake Up Call Part One: Searching and Establishing the Business Parameters of CRM


Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success and failure to emerge from the same initiative. Clearly defining the objective, implementing holistic best practices, and ensuring that senior management understands CRM as a business strategy can help maximize a CRM investment.

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Soaring across the Regions: A View of the Impact of the Internet on Business


The Internet offers companies the opportunity to present a commercial image independent of size and location. With this and the Internet’s ability to extend a business’s reach, it is valuable to know precisely what various Internet service providers (ISPs) offer before buying. This includes evaluating service level and support capabilities and understanding how these vary throughout the United Kingdom (UK). Find out more.

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Warehouse Management Systems: Pie in the Sky or Floating Bakery? Part One: Myths of the Warehouse Management Systems and Implementation


When searching for a warehouse management system (WMS), a number of myths surface. "Huge staff reductions", "quick and easy implementation", and "fast and big" returns on investment are common promises. These combined with the enticing "bells and whistles" of a system can ultimately turn an eager customer into a patient suffering from confusion or at the very least disorientation. Knowing the stories behind the myths and determining what your warehouse needs are can lead to a profitable investment.

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How Integrated Facilities Management Software Automates Facilities Management


Computerized maintenance management system (CMMS). Enterprise asset management (EAM) system. Computer-aided facilities management (CAFM) system. Integrated workplace management system (IWMS). Each type of facility management solution offers different functionalities and features, and one may be better than another for your company’s needs. Learn more about the differences and how an integrated solution is a “must have.”

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Keeping the Right People: Making the Right Decisions When It Counts


Corporate leaders must look carefully at how their companies are organized and staffed, and keep the “right” people. But who must be kept and who can you afford to let go? If you don’t know how to re-engineer your staff, you might not be saving as much as you think. Discover methods and technologies that can help you avoid the pitfalls inherent in any reduction in workforce—to save money while you retain the best talent.

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Case Study: SAP and Sales Management


To achieve global transparency of all customer relationships, SAP AG upgraded to the latest release of the SAP customer relationship management (CRM) application. This upgrade is part of its CRM Clear Vision Program. Learn how the upgrade to a single global solution helped SAP AG achieve effective collaboration, better visibility, improved productivity, and stronger customer relationships.

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The Value of Measuring End-User Experience from a Global Point of Presence


As businesses expand to different geographies and markets, they develop new types of online tools and services to ensure growth. As end users interacts with these tools, it becomes critical to gain insight into the end-user experience. This white paper discusses the need to measure end-user experience from a global perspective and also how Site24x7 can help organizations achieve optimal level of quality end-user experience.

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