• December 02, 2010 02 Dec'10

    The analyst’s changing role

    The way organizations consume and operate CRM systems has changed as the technology has grown to encompass more and more processes. That means viewing the market differently.

  • December 02, 2010 02 Dec'10

    CRM software consolidation can mean big ROI

    Companies left with multiple CRM systems thanks to mergers, acquisitions and more can find big savings through CRM software consolidation.

  • November 29, 2010 29 Nov'10

    Integration between KM tools and CRM leads to happier customers

    Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.

  • November 18, 2010 18 Nov'10

    New CRM technologies bring cost savings and faster customer service in financial industry

    What types of new CRM features should financial institutions like banks, mortgage firms, brokerages, and others be investing in, and what issues do financial services firms need to consider before investing in new CRM products?

  • November 15, 2010 15 Nov'10

    Service and support technology adoption and spending: The 2010-11 outlook

    Customer service organizations are ready to spend once again. The TSIA's John Ragsdale outlines some of the data and reasoning in his monthly column.

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  • November 08, 2010 08 Nov'10

    What can CRM teach us about the future of mobile enterprise applications?

    Mobile applications have evolved beyond email and CRM has often been next in line. What can mobilizing CRM teach us about mobilizing other enterprise applications?

  • November 02, 2010 02 Nov'10

    Oracle acquires e-commerce, CRM firm ATG for $1 billion

    The latest target in Oracle's buying spree provides cross-channel e-commerce technology and could be a good fit with Oracle CRM.

  • October 26, 2010 26 Oct'10

    On-demand CRM price comparison

    Software as a Service, or on-demand CRM, has transformed the way CRM software is priced. See how the top SaaS vendors stack up against one another.

  • October 26, 2010 26 Oct'10

    How important is CRM software pricing?

    SaaS has simplified the way vendors price their software. How much do buyers care, and could it lead to a price war in the market?

  • October 26, 2010 26 Oct'10

    SaaS CRM license renewals not always easy

    Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.

  • October 14, 2010 14 Oct'10

    Microsoft targets, Oracle CRM with promotional price

    Microsoft continued to put pricing pressure on its competitors in the SaaS CRM market today as it revealed plans to offer Dynamics CRM Online at a $34 per user per month price.

  • October 12, 2010 12 Oct'10

    2010's hottest customer service technology trends

    In his debut column for, the TSIA's John Ragsdale outlines the top four trends in customer service technology he's seeing from TSIA members.

  • September 29, 2010 29 Sep'10

    Will Oracle’s Fusion CRM pave the way for the rest of the Fusion apps?

    Oracle finally took the wraps off its Fusion Applications, and CRM got plenty of the attention. But how long before people start migrating?

  • September 22, 2010 22 Sep'10

    KPIs for successful CRM software adoption not so simple

    An executive sponsor is great, but when it comes to ensuring CRM adoption, some well-thought-out KPIs can make all the difference.

  • September 15, 2010 15 Sep'10

    Enterprise Feedback Management – Special Report

    There are more ways to survey and listen to customers than ever but organizations must approach it carefully. This special report offers real world examples, pitfalls and best practices for EFM.