http://www.ebizq.net/topics/crm_int/?rss Customer Relationship Management CRM refers to the software hardware and Internet tools that enable enterprises to profitably manage relationships with their customers This section contains articles on vendors tools and best practices for integrating enterprise information with CRM solutions Covered topics include providing a unified view of the customer call centers customer satisfaction customer value and customer selfservice initiatives Copyright 2012 ITQuadrant, Inc. All Rights Reserved editor@ebizq.net webmaster@ebizq.net en-us http://www.ebizq.net/web_images/ebizqnews.gif http://www.ebizq.net/?rss Fri, 27 Mar 2009 07:00:00 EST Calling all organizations implementing governance risk management or compliance GRC considerations using the following guidelines will help ensure more strategic alignment between your IT strategy and GRC initiatives http://www.ebizq.net/topics/systems_management/features/11135.html?rss http://www.ebizq.net/topics/systems_management/features/11135.html?rss Mon, 15 Sep 2008 07:00:00 EST Enduser experience and performance management EPM solutions capture a complete picture of enduser behavior allowing organizations to see when employees are working effectively efficiently and compliantly and when theyre not http://www.ebizq.net/topics/operational_bi/features/10222.html?rss http://www.ebizq.net/topics/operational_bi/features/10222.html?rss Mon, 28 Jul 2008 07:00:00 EST Customer relationship management issues can be traced to a common source ineffective business processes involving human communication Heres how to overcome them http://www.ebizq.net/topics/operational_bi/features/9985.html?rss http://www.ebizq.net/topics/operational_bi/features/9985.html?rss Wed, 16 Jul 2008 07:00:00 EST Tony Baers take on Oracles plans for BEA and the big unanswered question what will become of Weblogic http://www.ebizq.net/topics/bpm/features/9923.html?rss http://www.ebizq.net/topics/bpm/features/9923.html?rss Wed, 30 Apr 2008 07:00:00 EST Everyone wants to optimize business practices and improve operating efficiencies but many initiatives to do so ignore the critical importance of the midoffice http://www.ebizq.net/topics/web_services/features/9338.html?rss http://www.ebizq.net/topics/web_services/features/9338.html?rss Thu, 24 Jan 2008 07:00:00 EST Part of ebizQs coverage of trends for With agile and flexible service and systems that can help deliver them customer interactions can become positive memorable experiences at every touch point http://www.ebizq.net/topics/soa_security/features/8830.html?rss http://www.ebizq.net/topics/soa_security/features/8830.html?rss Mon, 30 Jul 2007 07:00:00 EST Companies must not forget to address the security and compliance vulnerabilities raised by the admittedly new and exciting collaborative and virtualized environments http://www.ebizq.net/topics/itgovernance_compliance/features/8301.html?rss http://www.ebizq.net/topics/itgovernance_compliance/features/8301.html?rss Wed, 20 Dec 2006 08:00:00 EST Customer service is the last remaining differentiator and the key to longterm business process success http://www.ebizq.net/topics/crm_int/features/7528.html?rss http://www.ebizq.net/topics/crm_int/features/7528.html?rss Thu, 06 Jul 2006 07:43:00 EST AMR Research says SoftwareasaService benefits are crystallizing but chaos still abounds http://www.ebizq.net/topics/saas/features/7108.html?rss http://www.ebizq.net/topics/saas/features/7108.html?rss Sun, 30 Oct 2005 17:00:00 EST Ben Stewart of Corizon says IT integration in customer service situations needs to start with the agent and work down from there http://www.ebizq.net/topics/crm_int/features/6445.html?rss http://www.ebizq.net/topics/crm_int/features/6445.html?rss Sun, 23 Oct 2005 17:00:00 EST AMR gives us the skinny on the customer relationship management market http://www.ebizq.net/topics/crm_int/features/6360.html?rss http://www.ebizq.net/topics/crm_int/features/6360.html?rss Sun, 21 Aug 2005 17:00:00 EST In the long run bad data can lead to low customer satisfaction anddecreased customer retention http://www.ebizq.net/topics/scm/features/6210.html?rss http://www.ebizq.net/topics/scm/features/6210.html?rss Sun, 24 Jul 2005 17:00:00 EST Why all implementation styles are not created equal http://www.ebizq.net/topics/scm/features/6131.html?rss http://www.ebizq.net/topics/scm/features/6131.html?rss Sun, 26 Jun 2005 17:00:00 EST The metric of enduser experience must be considered when creating and measuring IT and business alignment http://www.ebizq.net/topics/crm_int/features/6061.html?rss http://www.ebizq.net/topics/crm_int/features/6061.html?rss Sun, 20 Mar 2005 16:00:00 EST The enterprise CRM space has room for movement in terms of which company will dominate the space for the long haul The Groups Martin Schneider gives an informative review of the companies in play http://www.ebizq.net/topics/crm_int/features/5732.html?rss http://www.ebizq.net/topics/crm_int/features/5732.html?rss Sun, 13 Mar 2005 17:00:00 EST Current CDI solutions tend to lack the flexibility to become an enterprisewide platform that delivers unified customer views across diverse set of application systems and data repositories to multiple users says Anurag Wadehra of Siperian http://www.ebizq.net/topics/crm_int/features/5714.html?rss http://www.ebizq.net/topics/crm_int/features/5714.html?rss Sun, 27 Feb 2005 17:00:00 EST Try as they might to move all customerrelated data to a single vertically integrated packaged application most organizations have not yet been able to reach customer data nirvana ebizQs own Dave Kelly looks at approaches to get us there http://www.ebizq.net/topics/crm_int/features/5654.html?rss http://www.ebizq.net/topics/crm_int/features/5654.html?rss Mon, 21 Feb 2005 08:00:00 EST How much does it matter whether a corporation coordinates its customer relationships and customer information enterprisewide http://www.ebizq.net/topics/crm_int/features/5631.html?rss http://www.ebizq.net/topics/crm_int/features/5631.html?rss Sun, 13 Feb 2005 17:00:00 EST Dave Kelly says customer data should be the central focus of your organization because after all you need customers to make money In most cases you also need to track and know about those customers to make more money But a surprising number of companies simply dont have customer data management policies or practices in place http://www.ebizq.net/topics/itgovernance_compliance/features/5602.html?rss http://www.ebizq.net/topics/itgovernance_compliance/features/5602.html?rss Mon, 17 Jan 2005 08:00:00 EST Over the years a variety of approaches have been used to extrapolate and evaluate information in an effort to understand and replicate what keeps customers satisfied Promise Phelon founding partner of the Phelon Group encourages us to define and implement the customer hierarchy of needs in order to increase our business success http://www.ebizq.net/topics/crm_int/features/5506.html?rss http://www.ebizq.net/topics/crm_int/features/5506.html?rss Mon, 13 Dec 2004 08:00:00 EST In the second part of our series on the Virtual Personal Assistant Bonifacio Braganza of Wipro Technologies says the conceived VPA will reduce the need for and the traffic to manned help desks in online businesses A VPA is described as a nonintrusive helpful knowledgeable and almost humanlike conversationalist Seamless integration of VPA with existing systems will ensure that investing in VPA will not disrupt existing customer relationship management technologies http://www.ebizq.net/topics/crm_int/features/5423.html?rss http://www.ebizq.net/topics/crm_int/features/5423.html?rss Sun, 05 Dec 2004 19:00:00 EST In this first in a twopart feature by Wipro Technologies Bonifacio Braganza he argues that a nonintrusive and helpful virtual personal assistant VPA has the potential to reengineer the CRM industry by not only recognizing the customer but by remembering all the trends of purchases and interests of that customer Ideally the customer converses with the VPA in ordinary language and the VPA responds accordingly In the second part conceptual design and implementation will be discussed http://www.ebizq.net/topics/crm_int/features/5391.html?rss http://www.ebizq.net/topics/crm_int/features/5391.html?rss Mon, 01 Nov 2004 08:00:00 EST More information arrives to us every day Our email mailbox gets filled with business and personal messages mixed with promotions merchant updates a variety of newsletters and more all vying for our attention Add an online messenger providing us instantly with short notes shared files and photos And finally there is information created by us ranging from simple letters and memos to complex spreadsheets and graphic files A lot of this information ends up stored on our computers The question is how should one manage todays information glut Chris Harding discusses the need for appropriate data storage systems with open standards http://www.ebizq.net/topics/scm/features/5273.html?rss http://www.ebizq.net/topics/scm/features/5273.html?rss Mon, 18 Oct 2004 08:00:00 EST In recent years companies have turned to three common technologies to create solutions for customer data integration Data movement tools such as ExtractTransformLoad ETL data query and aggregation tools such as Enterprise Information Integration EII and Data Quality DQ tools deliver results for CRM to customers in a timely fashion However what the tool vendors arent telling you is that these tools are inadequate for developing a reliable Customer Data Integration CDI platform http://www.ebizq.net/topics/crm_int/features/5228.html?rss http://www.ebizq.net/topics/crm_int/features/5228.html?rss Mon, 20 Sep 2004 08:00:00 EST In this enlightening article from AMR Research enterprise application expert Bill Swinton discusses how to become the master of your data management universe He emphasizes the need for data harmonization highlighting the possibilities and perils of global data integration and the importance of taking into consideration ERP CRM strategic sourcing and product lifecyle management http://www.ebizq.net/topics/scm/features/5146.html?rss http://www.ebizq.net/topics/scm/features/5146.html?rss Mon, 13 Sep 2004 08:00:00 EST CRM experts will enjoy the downtoearth advice provided by new contributor Anurag Wadehra of Siperian Inc who discusses the importance of accuracy over speed in integrating customer information across todays wide range of data sources especially in terms of developing and keeping customer trust In his own words companies need to first learn to walk before they run when it comes to implementing successful customer data integration efforts http://www.ebizq.net/topics/crm_int/features/5123.html?rss http://www.ebizq.net/topics/crm_int/features/5123.html?rss Mon, 13 Sep 2004 08:00:00 EST From the participants of the recent ebizQ webinar The Linux Explosion How Linux is Changing the Landscape of IT and Business LinuxWorld Magazine Editor in chief Kevin Bedell and IBM Advisory Product Manager Mark Verplaeste answer questions related to obstacles Linux is facing in terms of being adopted for the desktop highlighting challenges presented in terms of Linuxs maturity and its readiness and stability for corporate use http://www.ebizq.net/topics/open_source/features/5124.html?rss http://www.ebizq.net/topics/open_source/features/5124.html?rss Mon, 06 Sep 2004 08:00:00 EST Bringing a companys processes to the Web is an efficient way to get those processes working in concert rather than isolation suggests Red Door Interactives Kelly Abbott especially when you throw in a healthy dose of what Abbott calls The Internet Presence Management Manifesto http://www.ebizq.net/topics/dev_tools/features/5099.html?rss http://www.ebizq.net/topics/dev_tools/features/5099.html?rss Mon, 23 Aug 2004 17:48:00 EST As data integration has gone from relatively primitive to a critical need of organizations the factors influencing the success of such efforts have also evolved in number and complexity Here Sterling Commerces Terry Noreault highlights key points to ponder as you mull the solution your company needs http://www.ebizq.net/topics/eii/features/5038.html?rss http://www.ebizq.net/topics/eii/features/5038.html?rss Mon, 23 Aug 2004 08:00:00 EST Demanddriven supply networks are replacing factorybased push supply chains of the th century as companies learn how customercentered businesses operate differently say AMR Researchs Kevin OMarah and Joe Souza In this report they explain what exactly iisi different about DDSNs and how you can design and build one starting now http://www.ebizq.net/topics/scm/features/5040.html?rss http://www.ebizq.net/topics/scm/features/5040.html?rss Mon, 09 Aug 2004 08:00:00 EST Without the pragmatic information and cost management capabilities delivered with a Web services management platform particularly as it relates to the relationship between services users will lose confidence in the ability of the infrastructure to deliver and Web services ROI will plummet So says Actionals David Bressler who expands on that point and offers pointers on implementing such platforms http://www.ebizq.net/topics/web_services/features/4973.html?rss http://www.ebizq.net/topics/web_services/features/4973.html?rss Mon, 26 Jul 2004 08:00:00 EST Done right SOAs Web services and composite applications can greatly enhance enterprise agility and hence the ability to respond quickly to changing market conditions says ebizQs Beth GoldBernstein But she cautions that the operative words there are idone righti and that even then those hot technologies and concepts arent magic bullets http://www.ebizq.net/topics/int_arch/features/4894.html?rss http://www.ebizq.net/topics/int_arch/features/4894.html?rss Mon, 12 Jul 2004 08:00:00 EST For both the business and IT sides of enterprises as explained by BEAs Mark Atherton and Peter Linkin in a recent ebizQ webinar outlined here They show how servicedriven enterprises can benefit your company helping to align the very business and IT realms they help http://www.ebizq.net/topics/soa/features/4809.html?rss http://www.ebizq.net/topics/soa/features/4809.html?rss Mon, 28 Jun 2004 08:00:00 EST Enterprises must put forth more than minimal effort when it comes to RFID compliance In fact moving the focus beyond compliance to operational efficiency is key to realizing true enterprise value observes Tom Ryan of Aberdeen Group in this iResearch Abstracti Compliance represents a only small percentage of the total benefits for manufacturers Ryan says http://www.ebizq.net/topics/rfid/features/4737.html?rss http://www.ebizq.net/topics/rfid/features/4737.html?rss Mon, 28 Jun 2004 08:00:00 EST Enterprise Information Integration is unique unto itself but helps organizations leverage other types of integration technology according to ebizQs own Beth GoldBernstein Here she explains how offering insight on EIIs history and growing role in the integration space particularly as a catalyst for companies seeking maximum agility and reuse from SOAs http://www.ebizq.net/topics/eii/features/4738.html?rss http://www.ebizq.net/topics/eii/features/4738.html?rss Mon, 07 Jun 2004 12:00:00 EST The socalled servicedriven enterprise is geared toward providing just that service to customers trading partners and internal users alike And in a recent ebizQ webinar summarized here our own Beth GoldBernstein and BEAs Erik Frieberg explained that being one is as much a matter of corporate culture as IT infrastructure http://www.ebizq.net/topics/soa/features/4596.html?rss http://www.ebizq.net/topics/soa/features/4596.html?rss Mon, 07 Jun 2004 08:00:00 EST Its already moving out of the pureplay arena and into some packaged ERP solutions And ebizQs David A Kelly says its likely to keep evolving as more and more organizations realize how much BPM empowers business users to create change and even monitor processes http://www.ebizq.net/topics/bpm/features/4594.html?rss http://www.ebizq.net/topics/bpm/features/4594.html?rss Mon, 07 Jun 2004 08:00:00 EST Keeping customers satisfied and aligning business with IT are usually key organizational goals Theyre also much more readily obtainable when enterprises use Six Sigma and Service Level Management according to Proxima Technologys Tim Young who explains it all here http://www.ebizq.net/topics/int_sbp/features/4595.html?rss http://www.ebizq.net/topics/int_sbp/features/4595.html?rss Mon, 17 May 2004 08:00:00 EST The most successful companies notes Online Insight CTO Dr Bradley S Fordham integrate product development marketing and sales efforts around one key variable customer preferences And Fordham points out here because those preferences are precisely that variable they need to be tracked in realtime and enterprises need an integrated view of them http://www.ebizq.net/topics/crm_int/features/4402.html?rss http://www.ebizq.net/topics/crm_int/features/4402.html?rss Mon, 17 May 2004 08:00:00 EST Becoming a true realtime enterprise has proven elusive and may not even be a necessity for many companies according to Tony Baer of research and consulting firm onStrategies But Baer says one vendor finally seems to have hit on an approach offering ireali realtime to enterprises that opt to seek it http://www.ebizq.net/topics/bam/features/4403.html?rss http://www.ebizq.net/topics/bam/features/4403.html?rss Mon, 03 May 2004 08:00:00 EST Even when companies offer products or services of the same basic quality at similar prices their bottom lines and the experiences of their customers can vary widely A key differentiator says Ajira Technologies President and CEO Nari Kannan is the processes that make companies what they are http://www.ebizq.net/topics/bpm/features/4322.html?rss http://www.ebizq.net/topics/bpm/features/4322.html?rss Mon, 19 Apr 2004 08:00:00 EST Its quite rosy to hear Rod Perry of venture capital firm i tell it Perry makes the case that compliance is just the latest example of a business need pushing adoption of BPM systems He contends that BPMs place in the businessIT mix in general will stand it in good stead and says BPMs compatibility with legacy software will also help BPMs standing in the enterprise http://www.ebizq.net/topics/compliance/features/4218.html?rss http://www.ebizq.net/topics/compliance/features/4218.html?rss Mon, 19 Apr 2004 08:00:00 EST And say Jill Gazzi and John Fontanella of AMR Research in this iAlert Highlighti report thats going to mean significant integration efforts Is your enterprise ready http://www.ebizq.net/topics/scm/features/4220.html?rss http://www.ebizq.net/topics/scm/features/4220.html?rss Mon, 12 Apr 2004 08:00:00 EST Its easy to buy packaged solutions that lead to your company behaving much as its competitors do even if those packages are later customized But BPM expert John Hamilton of Computer Sciences Corporation says the key to your organization distinguishing itself lies in unique business processes which are most readily achieved through BPM http://www.ebizq.net/topics/int_sbp/features/4179.html?rss http://www.ebizq.net/topics/int_sbp/features/4179.html?rss Mon, 12 Apr 2004 08:00:00 EST Rising enterprise interest in open source software in general and Linux in particular has prompted an array of integrationrelated Linuxbased offerings And a recent ebizQ webinar summarized here looked at Linuxs emerging role helping businesses in their integration efforts http://www.ebizq.net/topics/int_sbp/features/4183.html?rss http://www.ebizq.net/topics/int_sbp/features/4183.html?rss Mon, 12 Apr 2004 08:00:00 EST Rulesbased BPM helps make enterprises more agile so they can adapt to change more readily That ruleofthumb was described in detail in a recent ebizQ webinar summarized here in which Pegasytems strutted its newest BPM stuff http://www.ebizq.net/topics/crm_int/features/4184.html?rss http://www.ebizq.net/topics/crm_int/features/4184.html?rss Wed, 31 Mar 2004 08:00:00 EST Having clear visibility into your business means knowing whats going on at the foot business level but thats made up an unlimited number of transactions and events at the much more granular business and intraapplication level Here ebizQ columnist David A Kelly sorts it all out for us http://www.ebizq.net/topics/real_time_enterprise/features/4070.html?rss http://www.ebizq.net/topics/real_time_enterprise/features/4070.html?rss Wed, 24 Mar 2004 08:00:00 EST Mix in some BPM Web services orchestration BAM and composite apps and you have yourself the makings of an agile responsive infrastructure ebizQ VP Beth GoldBernstein and Glen Johnson of Magic Software said in an ebizQ webinar http://www.ebizq.net/topics/soa_management/features/4040.html?rss http://www.ebizq.net/topics/soa_management/features/4040.html?rss Mon, 22 Mar 2004 08:00:00 EST Navigating the maze of integration technologies can be challenging and confusing To help put you on course to the solution you need ebizQ has put together a Buyers Guide featuring a map to steer you to the right types of solutions and the vendors offering them Here ebizQs Beth GoldBernstein focuses her compass on the Guide and map and shows how it can keep you from making expensive mistakes http://www.ebizq.net/topics/real_time_enterprise/features/3998.html?rss http://www.ebizq.net/topics/real_time_enterprise/features/3998.html?rss Mon, 01 Mar 2004 08:00:00 EST Knowing whats happening in your business processes in real time is importantand ebizQ columnist David A Kelly notes there are different ways to keep tabs BPM vendors offer one perspective and you can get views from the XML and Web services side as well http://www.ebizq.net/topics/bpm/features/3880.html?rss http://www.ebizq.net/topics/bpm/features/3880.html?rss Mon, 01 Mar 2004 08:00:00 EST New on the supply chain scene socalled fourthparty logistics providers are making their presence felt What are they and how might they aid your company Analyst firm Frost Sullivan takes a look http://www.ebizq.net/topics/scm/features/3881.html?rss http://www.ebizq.net/topics/scm/features/3881.html?rss Mon, 01 Mar 2004 08:00:00 EST The rapidly proliferating laws and regulations that enterprises have to comply with is ironically spawning benefits for those same enterprises points out the Robert Frances Group In this report RFG explains how to leverage the current compliance landscape to your companys advantage http://www.ebizq.net/topics/compliance/features/3883.html?rss http://www.ebizq.net/topics/compliance/features/3883.html?rss Mon, 23 Feb 2004 08:00:00 EST To invest or not to invest In an integration architecture that is Thats Inoti even a question assert ebizQs Beth GoldBernstein and Candles Peter Rhys Jenkins in a recent ebizQ webinar The resounding answer Yes They also offer a look at ebizQs Business Integration Roadmap http://www.ebizq.net/topics/int_sbp/features/3825.html?rss http://www.ebizq.net/topics/int_sbp/features/3825.html?rss Mon, 16 Feb 2004 08:00:00 EST Problems arise from moving to Webtier architectures and Internetbased protocols to improve application accessibility says the Aberdeen Group Here Aberdeen outlines those concerns says the conventional wisdom on addressing them isnt as wise as it may seem and suggests better approaches http://www.ebizq.net/topics/systems_management/features/3781.html?rss http://www.ebizq.net/topics/systems_management/features/3781.html?rss Mon, 09 Feb 2004 08:00:00 EST Excitement over RFID is growing even as the economy improves presenting opportunities for technology vendors and buyers alike In this report The AlignIT Group looks at RFIDs promise examines the barriers to its uptake and explains why the prevailing issue is integration http://www.ebizq.net/topics/scm/features/3724.html?rss http://www.ebizq.net/topics/scm/features/3724.html?rss Mon, 19 Jan 2004 08:00:00 EST In a word no contends Pegasystems founder CEO and Chairman Alan Trefler Here he tells what distinguishes BPM systems from one another and what sets them apart from previous aspirants to the title of productivityraisercostcutter for enterprises http://www.ebizq.net/topics/eai/features/3595.html?rss http://www.ebizq.net/topics/eai/features/3595.html?rss Mon, 12 Jan 2004 08:00:00 EST Calling SOA a near ideal technology to use in an IT environment where software and hardware from multiple vendors are deployed and one that enables business tasks to be accomplished by executing a series of services IBMs Bob Sutor here spells out the way to head for an SOA world http://www.ebizq.net/topics/soa/features/3545.html?rss http://www.ebizq.net/topics/soa/features/3545.html?rss Mon, 12 Jan 2004 08:00:00 EST Web services could well be a shot in the arm for IT buyers and sellers alike according to Gartners Whit Andrews Though theyre no cureall Andrews argues Web services idoi enable companies to make better use of the IT they buy with obvious advantages for everyone involved http://www.ebizq.net/topics/web_services/features/3547.html?rss http://www.ebizq.net/topics/web_services/features/3547.html?rss Mon, 05 Jan 2004 08:00:00 EST Perceptions and immature standards stand in the way of enterprises leveraging Web services and SOAs to their full potential according to ZapThinks Ronald Schmelzer and IONAs Steve Vinoski in a recent ebizQ webinar summarized here And both offer insight on overcoming those obstacles http://www.ebizq.net/topics/soa_security/features/3521.html?rss http://www.ebizq.net/topics/soa_security/features/3521.html?rss Mon, 22 Dec 2003 08:00:00 EST Dell renowned for solid business processes has a broken one according to ebizQ columnist and noted BPM expert Howard Smith He says a reallife encounter with Dell shows how little things can trip up business processes and why you need business process management systems http://www.ebizq.net/topics/crm_int/features/3502.html?rss http://www.ebizq.net/topics/crm_int/features/3502.html?rss Mon, 22 Dec 2003 08:00:00 EST Still need persuading that BB is the way to go Want some handy suggestions on implementing it Then a recent ebizQ webinar summarized here was the place to be Oracles Ashish Mohindroo offered a compelling case for BB then outlined practical steps for instituting it http://www.ebizq.net/topics/b2b_security/features/3504.html?rss http://www.ebizq.net/topics/b2b_security/features/3504.html?rss Mon, 08 Dec 2003 08:00:00 EST Integration efforts that tie infrastructures in Gordian Knots of custom code can be a distant memory if companies turn more to BPM says AptSofts David Cameron He says BPM provides a lowcost integration layer as well as workflow and monitoring functionality and helps align business and IT http://www.ebizq.net/topics/legacy_integration/features/3409.html?rss http://www.ebizq.net/topics/legacy_integration/features/3409.html?rss Mon, 08 Dec 2003 08:00:00 EST The silo mentality still plagues many companies whose business units function as islands unto themselves when it comes to technology But Bank Ones Manish Bhatia says they have to shed that way of operating and outlines ways to go about it from the basic to the more recent http://www.ebizq.net/topics/int_sbp/features/3410.html?rss http://www.ebizq.net/topics/int_sbp/features/3410.html?rss Mon, 01 Dec 2003 08:00:00 EST Want to futureproof your company to inevitable change Youll need an agile serviceoriented architecture that rolls with the business flow by reacting quickly to change and rapidly creating business processes Expert advice on getting there was offered in a recent ebizQ webinar outlined here http://www.ebizq.net/topics/soa_security/features/3389.html?rss http://www.ebizq.net/topics/soa_security/features/3389.html?rss Mon, 20 Oct 2003 08:00:00 EST A good business service management tool can help IT departments maximize the provision of critical business services without taxing their staffs In a recent ebizQ webinar summarized here BMCs Jim Byrd looked at solutions for monitoring the PeopleSoft WebLogic Server and Tuxedo environments http://www.ebizq.net/topics/systems_management/features/3058.html?rss http://www.ebizq.net/topics/systems_management/features/3058.html?rss Fri, 03 Oct 2003 04:09:00 EST The financial services industry is fiercely competitive and The AlignIT Groups Stephen Ross observes that technology in general and business process integration in particular have emerged as evermore pivotal differentiators as firms seek to win and retain customers http://www.ebizq.net/topics/soa/features/2931.html?rss http://www.ebizq.net/topics/soa/features/2931.html?rss Fri, 03 Oct 2003 04:09:00 EST Service parts management is defined by Aberdeen as planning service parts inventories resources and processes to ensure optimal customer service And in this Perspective report Aberdeens Tim Minahan notes that many companies miss the boat on this potentially lucrative revenue stream http://www.ebizq.net/topics/scm/features/2934.html?rss http://www.ebizq.net/topics/scm/features/2934.html?rss Tue, 16 Sep 2003 11:57:00 EST You cant get the answer right if youre not clear on the question ebizQs Beth GoldBernstein and integration guru Bill Ruh are writing a book on integration best practices and early on they examine the prime movers for integration projects how to define business requirements and how to measure success http://www.ebizq.net/topics/mgmt_bp/features/2791.html?rss http://www.ebizq.net/topics/mgmt_bp/features/2791.html?rss Mon, 15 Sep 2003 09:00:00 EST The benefits of becoming a realtime enterprise are many and are becoming more and more apparent and widely acknowledged In a recent ebizQ webinar our own Beth GoldBernstein and CommerceQuest President and COO Lee White discussed a bunch of them http://www.ebizq.net/topics/human_centric_bpm/features/2767.html?rss http://www.ebizq.net/topics/human_centric_bpm/features/2767.html?rss Mon, 08 Sep 2003 07:00:00 EST In a new report highlighted here analysis firm the finds four vendor segments competing to dominate the CRM analytics market And the says the stakes could also be high for their customers who may need reliable integrated CRM analytics to comply with SarbanesOxley HIPAA and similar laws http://www.ebizq.net/topics/web20/features/2707.html?rss http://www.ebizq.net/topics/web20/features/2707.html?rss Mon, 25 Aug 2003 00:00:00 EST Starting with the premise that integration is critical to business success but noting integration failures our own Beth GoldBernstein and noted integration expert Bill Ruh are penning a tome on integration best practices Here GoldBernstein offers insight on the book and invites iyouri input http://www.ebizq.net/topics/mgmt_bp/features/2614.html?rss http://www.ebizq.net/topics/mgmt_bp/features/2614.html?rss Mon, 21 Jul 2003 00:00:00 EST Separating sales marketing and service into their own distinct categories of CRM apart from the rest of an organizations information creates illogical boundaries that shift the focus from enterprisewide processes to functional silos And in this AMR Research Alert Research Director Laura Preslan suggests a much more integrated approach to related business processes and applications http://www.ebizq.net/topics/eai/features/2227.html?rss http://www.ebizq.net/topics/eai/features/2227.html?rss Mon, 21 Jul 2003 00:00:00 EST Despite the strong performance by the stock market as a whole last month shares of businessenabling software providers were fairly flat according to investment banking firm TripleTree The biggest movers in terms of enterprise valuetorevenue multiples saw them fall content management companies by fourtenthsofapoint and large platform vendors by threetenths Every other sector stayed the same or moved up or down by a tenthofapoint http://www.ebizq.net/topics/eai/features/2231.html?rss http://www.ebizq.net/topics/eai/features/2231.html?rss Tue, 27 May 2003 00:00:00 EST Integration has become crucial for managing relationships between insurers and their policyholders In a recent ebizQ webinar summarized here Software AG Senior VP Bill Ruh and Financial Services Practice Director John Stone show how its helping insurers to keep customers and boost revenues http://www.ebizq.net/topics/eai/features/2301.html?rss http://www.ebizq.net/topics/eai/features/2301.html?rss Mon, 19 May 2003 00:00:00 EST It was an up April for shares of businessenabling software vendors according to investment banking firm TripleTree All but the healthcare sector saw their enterprise valuetorevenue multiples rise The supply chain management and telecomm sectors were standouts and other strong gainers included customer relationship management business intelligence content management and financial services http://www.ebizq.net/topics/eai/features/1458.html?rss http://www.ebizq.net/topics/eai/features/1458.html?rss Mon, 28 Apr 2003 00:00:00 EST Packaged solutions are typically designed from the insideout focusing on internal process improvement Only problem is that pretty much leaves customerfacing software out in the cold notes AMR Research And in this Outlook report AMR offers insight on how that dilemma can be addressed http://www.ebizq.net/topics/eai/features/1468.html?rss http://www.ebizq.net/topics/eai/features/1468.html?rss Mon, 21 Apr 2003 00:00:00 EST March was much the same as February for businessenabling software makers according to investment banking firm TripleTree Most saw their enterprise valuetorevenue multiples dip eversoslightly or stay the same Only security and wireless wares makers bucked the trend with their ratios rising a touch All in all says TripleTree Iraq took center stage and IT was on the backburner for stock marketeers http://www.ebizq.net/topics/eai/features/1474.html?rss http://www.ebizq.net/topics/eai/features/1474.html?rss Wed, 09 Apr 2003 00:00:00 EST Using Web services to give customers interactive bills and documents that integrate with back endsystems can make a company much more efficientand its customers much more loyal In a recent ebizQ webinar summarized here Software AG VP Bill Ruh explains how and why http://www.ebizq.net/topics/eai/features/2323.html?rss http://www.ebizq.net/topics/eai/features/2323.html?rss Mon, 31 Mar 2003 00:00:00 EST As much as things are changing in IT the more they may be staying the same For now At least thats the conclusion of a major survey conducted for EAI vendor Mercator Software which finds that most companies see extending the life of and integrating legacy apps as a key priority this year Newer technologies such as Web services will just have to wait their turn and until budgets loosen up the survey shows Mercator senior VP and CMO Michael J Collins has an indepth look for us at those and other significant and in some cases surprising survey results http://www.ebizq.net/topics/eai/features/1485.html?rss http://www.ebizq.net/topics/eai/features/1485.html?rss Mon, 17 Mar 2003 00:00:00 EST Businessenabling software providers had a somewhat dreary February according to investment banking company TripleTree Most enterprise valuetorevenue multiples in the space inched down or stayed the same Here we present an indepth review and analysis by TripleTree of Februarys trends including a look at the building momentum surrounding offshore services and development as IT firms seek to leverage global resources http://www.ebizq.net/topics/eai/features/1494.html?rss http://www.ebizq.net/topics/eai/features/1494.html?rss Mon, 24 Feb 2003 00:00:00 EST ERP vendors now entrenched in their customer bases are taking the next step by providing a path for their customers to attain the level of process and application integration that will fulfill the requirements of the extended enterprise according to analyst firm the It says users are looking to ERP application developers to help deliver on the original promise of better visibility into realtime corporate data and tight integration of disparate applications which can provide endtoend business process support So far the points out in this report this hasnt happened But the future may well be different http://www.ebizq.net/topics/erp_integration/features/1504.html?rss http://www.ebizq.net/topics/erp_integration/features/1504.html?rss Tue, 18 Feb 2003 00:00:00 EST Businessenabling software providers began the year with a narrowly mixed month according to investment banking company TripleTree Most saw their enterprise valuetorevenue multiples move up or down by only one or two tenths of a point or stay the same Noteworthy exceptions included the business intelligence apps sector whose ratio rose fourtenths of a point ERP which went up threetenths and financial services which dropped by sixtenths The integration software space stayed steady Here we present TripleTrees indepth review and analysis of Januarys trends http://www.ebizq.net/topics/eai/features/1509.html?rss http://www.ebizq.net/topics/eai/features/1509.html?rss Mon, 03 Feb 2003 00:00:00 EST When it comes to integration one size doesnt fit all In a recent ebizQ webinar summarized here Data Junctions David Inbar and ebizQs Beth GoldBernstein size up the different types to help you decide which are tailormade for your organization http://www.ebizq.net/topics/eai/features/2316.html?rss http://www.ebizq.net/topics/eai/features/2316.html?rss Mon, 20 Jan 2003 00:00:00 EST Businessenabling software providers tended to see their enterprise valuetorevenue multiples drift lower with the exception being integration apps vendors whose ratio rose a bit But SCM CRM ERP procurement business intelligence and systems and content management companies slipped and the security sector sagged badly Wireless software providers and software and portal development apps vendors stayed where theyd been In this report investment banking firm TripleTree offers indepth analysis of the month and a look back at as a whole http://www.ebizq.net/topics/eai/features/1632.html?rss http://www.ebizq.net/topics/eai/features/1632.html?rss Mon, 30 Dec 2002 00:00:00 EST Business intelligence solutions help companies efficiently access and analyze data so they can operate more effectively But such solutions needs to be implemented correctly to have true value This paper from SPSS offers several methods for helping organizations evaluate their business intelligence initiatives http://www.ebizq.net/topics/eai/features/1642.html?rss http://www.ebizq.net/topics/eai/features/1642.html?rss Sat, 21 Dec 2002 00:00:00 EST Businessenabling software providers generally saw their stockpricetorevenue ratios rise Integration apps providers as well asCRM SCM and ERP companies fell into that category So did business intelligence security software development portal development and systems management companies Only procurement and wirelessmobile Internet firms failed to gain ground http://www.ebizq.net/topics/eai/features/1645.html?rss http://www.ebizq.net/topics/eai/features/1645.html?rss Mon, 02 Dec 2002 00:00:00 EST Over the next year or so the focus of IT spending in the financial services industry will be on three key areas says Mercators Thracy Varvoglis With T compliance currently on the back burner he believes financial service firms will direct their IT dollars toward risk management CRM technology and improving straightthroughprocessing capabilities http://www.ebizq.net/topics/standards/features/1653.html?rss http://www.ebizq.net/topics/standards/features/1653.html?rss Mon, 11 Nov 2002 00:00:00 EST Partner relationship management PRM software enables vendors to optimize sales by managing their sales channel partners Today as sales processes have become more complex channel partners must often collaborate with yet other channel partners leading to a need for PRM software that can support these manytomany relationships ChannelWaves Drew Williams explains the benefits of manytomany relationship models http://www.ebizq.net/topics/scm/features/1664.html?rss http://www.ebizq.net/topics/scm/features/1664.html?rss Sun, 27 Oct 2002 00:00:00 EST The business intelligence and content management sectors are among the handful of software markets likely to lead the economic recovery according to this report from TripleTree Heres an overview of the market trends technologies and key players in these two promising ebusiness software sectors http://www.ebizq.net/topics/eai/features/1669.html?rss http://www.ebizq.net/topics/eai/features/1669.html?rss Sun, 20 Oct 2002 00:00:00 EST Customer service via the Internet aka eservice is the way most companies are headed To help you understand your eservice options this RightNow Technologies white paper written by Bob Thompson of CRMGurucom explains the benefits and types of online customer service as well as the key eservice trends to expect in the coming year http://www.ebizq.net/topics/eai/features/1677.html?rss http://www.ebizq.net/topics/eai/features/1677.html?rss Sun, 29 Sep 2002 00:00:00 EST Globalization deregulation and plain old increased competition are making it increasingly imperative for organizations to adopt a comprehensive degree CRM view of their customers This excerpt from an eForce white paper discusses the technical and implementation issues that organizations must confront when migrating to CRM http://www.ebizq.net/topics/eai/features/1689.html?rss http://www.ebizq.net/topics/eai/features/1689.html?rss Mon, 09 Sep 2002 00:00:00 EST A metadata modeldriven approach to CRM integration can provide organizations with a uniform view of the customer across disparate business units and applications In this article reprinted courtesy of CRMGurucom MetaMatrixs Peter Lawless explains the benefits of this integration approach http://www.ebizq.net/topics/eai/features/1696.html?rss http://www.ebizq.net/topics/eai/features/1696.html?rss Mon, 26 Aug 2002 00:00:00 EST What are demand chain systems and why do they matter These questions are among those answered in this article by Jim Langabeer and Jeff Rose of demand management specialist Demantra http://www.ebizq.net/topics/scm/features/1701.html?rss http://www.ebizq.net/topics/scm/features/1701.html?rss Sun, 18 Aug 2002 00:00:00 EST Before you undertake your next EAI project make sure you understand the importance of EAI version control Otherwise youll be faced with a mess of conflicting code and overlapping development environments Here EAI experts Eddy Edwards and Mick Broderick provide a primer on the howtos of EAI version management http://www.ebizq.net/topics/eai/features/1703.html?rss http://www.ebizq.net/topics/eai/features/1703.html?rss Mon, 12 Aug 2002 00:00:00 EST Perhaps nowhere is CRM more critical to business success than in the financial services industry The latest trends in this area says PeopleSofts Chris Yaldezian are more analytical capabilities and a holistic view of all products channels and customers In this article he explains the evolution of CRM in financial services http://www.ebizq.net/topics/eai/features/1620.html?rss http://www.ebizq.net/topics/eai/features/1620.html?rss Mon, 22 Jul 2002 00:00:00 EST What does it take to achieve a successful CRM implementation In this article Mitch Bishop of TightLink Corp presents his plan for a sound CRM strategy http://www.ebizq.net/topics/eai/features/1716.html?rss http://www.ebizq.net/topics/eai/features/1716.html?rss Mon, 22 Jul 2002 00:00:00 EST Professional services organizations such as IT consulting and tech support businesses depend increasingly on a mobile workforce And that workforce requires mobile access to business data and applications Here Lori Ellsworth of Changepoint Corp explains the steps for implementing a mobile strategy for your professional services enterprise http://www.ebizq.net/topics/mobile_integration/features/1714.html?rss http://www.ebizq.net/topics/mobile_integration/features/1714.html?rss Mon, 17 Jun 2002 00:00:00 EST During the s automotive component suppliers improved profits by implementing agile manufacturing techniques that synthesized costcutting strategies buildtoorder manufacturing and event management Here the ARC Advisory Groups research director Simon Bragg explains what agile manufacturing is and how it benefits automakers http://www.ebizq.net/topics/eai/features/1732.html?rss http://www.ebizq.net/topics/eai/features/1732.html?rss Sat, 08 Jun 2002 00:00:00 EST Most cell phones purchased today not only can send and receive email but can also browse the Web play MP music files and keep track of appointments In this paper Mike Ellsworth of Stratvantage Consulting looks at the evolving mobile technologies and trends and offers advice on how businesses can take advantage of wireless opportunities http://www.ebizq.net/topics/mobile_integration/features/1733.html?rss http://www.ebizq.net/topics/mobile_integration/features/1733.html?rss Sun, 19 May 2002 00:00:00 EST A BB integration project is only as good as the data being integrated In this white paper excerpt from Data Junction authors David Loshin of Knowledge Integrity and David Inbar of Data Junction explain the importance of data quality in BB integration the requirements for quality data and the role of a data quality monitor in integration projects http://www.ebizq.net/topics/scm/features/1747.html?rss http://www.ebizq.net/topics/scm/features/1747.html?rss Sun, 19 May 2002 00:00:00 EST Demand chain intelligence collaborative networks and fiercer competition between leading CRM software vendors are a few of the things we can expect to see in the CRM market in the months ahead Here Bob Thompson of Front Line Solutions and CRMGurucom offers his take on CRM trends for the second half of http://www.ebizq.net/topics/eai/features/1745.html?rss http://www.ebizq.net/topics/eai/features/1745.html?rss Mon, 06 May 2002 00:00:00 EST Whats ahead for the CRM analytics market The Yankee Groups Robert Mirani director of CRM strategies offers his insight into current and future trends in customer analytics software http://www.ebizq.net/topics/eai/features/1753.html?rss http://www.ebizq.net/topics/eai/features/1753.html?rss Mon, 15 Apr 2002 00:00:00 EST Where has EAI been and wheres it going Eric Roch of TIBCO provides some insight in this overview of the history of enterprise application integration the principal approaches to achieving it and the emerging trends http://www.ebizq.net/topics/eai/features/1544.html?rss http://www.ebizq.net/topics/eai/features/1544.html?rss Mon, 01 Apr 2002 00:00:00 EST The building blocks for competitive success are not products or markets but business processes According to University of Maryland assistant professor Sanjay Gosain and EAI Technologies CEO Velan Thillairajah thats the fundamental premise behind most corporate EAI projects In this white paper the authors outline the competitive drivers of EAI and the key challenges that organizations face in designing and implementing an EAI strategy http://www.ebizq.net/topics/eai/features/1766.html?rss http://www.ebizq.net/topics/eai/features/1766.html?rss Mon, 04 Mar 2002 00:00:00 EST Looking for greater integration between your ERP and CRM systems It should come as good news then that the leading ERP vendors are working hard to demonstrate that theyre also leaders in the CRM market Heres what the major ERP players are up to http://www.ebizq.net/topics/eai/features/1776.html?rss http://www.ebizq.net/topics/eai/features/1776.html?rss Mon, 25 Feb 2002 00:00:00 EST Whats the real key to a successful CRM implementation According to PwC Consulting partners Daniel Hirschbuehler and Tom Jones its achieving a consistent and intelligent integration of customer communication channelswhether the channel of choice is a voice response system or the US mail http://www.ebizq.net/topics/eai/features/1780.html?rss http://www.ebizq.net/topics/eai/features/1780.html?rss Mon, 07 Jan 2002 00:00:00 EST How do you speed reporting for a multinational pharmaceutical company when its key systems are based on a disparate collection of legacy Unix applications In the case of GlaxoSmithKline the solution was to implement a Webbased reporting tool Mike Feldman of DataRite Systems tells the story http://www.ebizq.net/topics/eai/features/1800.html?rss http://www.ebizq.net/topics/eai/features/1800.html?rss Sun, 16 Dec 2001 13:44:00 EST Home Finishes an emergency home maintenance company needed to upgrade its customer field service operations from traditional phone and fax communications to a wireless network for instant access to backoffice ERP and CRM systems Xoras Steve Peck explains how and why Home Finishes made the leap to wireless http://www.ebizq.net/topics/mobile_integration/features/2592.html?rss http://www.ebizq.net/topics/mobile_integration/features/2592.html?rss Mon, 08 Oct 2001 00:00:00 EST The rapid growth in the outsourcing market over the past few years stems from an increasing focus on core competencies a rise in ERP and Web implementation initiatives industry consolidation and high labor costs This report from investment banking firm Cherry Tree Co examines the market in depth and zeroes in on three market segments call centers electronic transaction processing and human resources http://www.ebizq.net/topics/erp_integration/features/2333.html?rss http://www.ebizq.net/topics/erp_integration/features/2333.html?rss Sun, 05 Aug 2001 00:00:00 EST Professional services automation PSA applications help servicesbased companies track projects collaborate with clients and manage their human resources more effectively Butas with sales force automation ERP and CRM applicationsthey vary greatly in the features and functionality offered In this paper Dave Jarrat of Portera Systems gives advice on evaluating subscriptionbased or hosted PSA packages http://www.ebizq.net/topics/erp_integration/features/2326.html?rss http://www.ebizq.net/topics/erp_integration/features/2326.html?rss Tue, 29 May 2001 00:00:00 EST The ebusiness software and services markets need to get vertical according to hightech investment banking firm Cherry Tree Co Its latest report looks at several key industriesfrom finance to healthcare to telecommunicationsand explores the opportunities available to enterprise software vendors and systems integrators that invest in developing industryspecific vertical applications and consulting services http://www.ebizq.net/topics/crm_int/features/1619.html?rss http://www.ebizq.net/topics/crm_int/features/1619.html?rss Mon, 02 Apr 2001 00:00:00 EST Financial services institutions that want to realize the full value of CRM must alter the processes by which customer knowledge is captured and distributed in their organizations says LeadingSides Stephen Offsey In this article he explains how analyzing both structured data eg data in a customer record and unstructured information eg complaint letters opinion surveys emails can provide business insights more valuable than those obtained from either data type alone http://www.ebizq.net/topics/eai/features/1608.html?rss http://www.ebizq.net/topics/eai/features/1608.html?rss Thu, 22 Feb 2001 00:00:00 EST The problem of integrating ERP systems has been around almost as long as ERP itself Over the years developers have found several approaches to integrating ERP with legacy CRM and ecommerce applications This article offers an overview of the options http://www.ebizq.net/topics/erp_integration/features/2336.html?rss http://www.ebizq.net/topics/erp_integration/features/2336.html?rss Mon, 20 Nov 2000 00:00:00 EST Webbased enterprise portals provide employees and customers with access to data stored in a variety of business applications But moving data between a portal and multiple legacy and offtheshelf applications presents a challenge for programmers In this white paper Steven Scala vice president of GE Integration Solutions for GE Global eXchange Services explains why an integration broker is the ideal tool for integrating Web portals with internal and external business systems http://www.ebizq.net/topics/eai/features/1594.html?rss http://www.ebizq.net/topics/eai/features/1594.html?rss Mon, 19 Jun 2000 00:00:00 EST ebizQ analyst Beth GoldBernstein explains the difference between a control broker and a message broker and discusses how control brokers can help quickly implement customerfacing solutions without compromising the longterm agility of the organization http://www.ebizq.net/topics/messaging_middleware/features/1595.html?rss http://www.ebizq.net/topics/messaging_middleware/features/1595.html?rss Mon, 12 Jun 2000 00:00:00 EST To succeed in ecommerce companies must integrate their Web front ends with existing ERP and CRM applications Heres a look at how two online retail operationstoysmartcom and Bear Creeks Web sitehave tackled the problem http://www.ebizq.net/topics/eai/features/2331.html?rss http://www.ebizq.net/topics/eai/features/2331.html?rss Mon, 15 May 2000 00:00:00 EST To stay competitive financial services companies are scrambling to integrate and understand their customer information http://www.ebizq.net/topics/eai/features/1606.html?rss http://www.ebizq.net/topics/eai/features/1606.html?rss Mon, 10 Apr 2000 00:00:00 EST CRM ERP and ecommerce are not necessarily distinct entities says Nigel Thomas director of product management at Constellar UK Rather he says in this twopart article they are frequently linked and often best provided with a hubbased solution http://www.ebizq.net/topics/eai/features/2322.html?rss http://www.ebizq.net/topics/eai/features/2322.html?rss