http://voicesofcrm.blogs.techtarget.com A SearchCRM.com podcast Tue, 22 Jul 2008 15:43:21 +0000 http://backend.userland.com/rss092 en Think the days of email as a useful customer service channel are over? Esteban Kolsky, vice president and practice leader at Kana Software and a former analyst with Gartner, says he's seen customer service via email make a comeback.   Companies are finding that, for some service requests, email is ... http://voicesofcrm.blogs.techtarget.com/2008/07/22/esteban-kolsky-on-email-customer-service/ A chief customer officer needs to be like Tom Sawyer, says Jeanne Bliss, author of "Chief Customer Officer, Getting past Lip Service to Passionate Action." The role of chief customer officer, customer experience officer, or simply a group of people responsible for the voice of the customer with in an organization, ... http://voicesofcrm.blogs.techtarget.com/2008/06/20/jeanne-bliss-on-chief-customer-officers/ iRobot Corp., maker of the Roomba vacuum and explosives disarming robots, has moved it call center to an outsourced operation. Maryellen Abreu, director of global technical support with iRobot and Josh Ward, call center supervisor with The Jay Group discuss best practices for working with an outsourcer and running a ... http://voicesofcrm.blogs.techtarget.com/2008/04/03/irobot-on-outsourcing-the-call-center/ Christopher Carfi, CEO of Cerado Inc., discuses the work he's doing with VRM, or vendor relationship management, a project from the Berkman Center at Harvard. VRM is turning CRM on its head, providing customers with tools to engage with vendors in a way that works for both parties.   Chris also ... http://voicesofcrm.blogs.techtarget.com/2008/02/07/christopher-carfi-on-vrm-social-networks/ Three industry observers share their predictions for the CRM market in the coming year.         Rob Bois, analyst with Boston-based AMR discusses SAP's latest release, the outlook for CRM suites and spending in the year ahead.     He's joined by Elana Anderson, independent analyst with NxtERA Marketing, who shares her thoughts on marketing technology ... http://voicesofcrm.blogs.techtarget.com/2008/01/03/expert-predictions-for-crm-in-2008/  After SAP introduced its revamped CRM system, SAP CRM 2007 at its annual Influencer Event in Boston, executives say SAP is now "a CRM company." Michael de la Cruz, senior vice president for SAP CRM solutions, and Bob Stutz, president and general manager CRM global strategy product development discuss the ... http://voicesofcrm.blogs.techtarget.com/2007/12/06/sap-talks-sap-crm/   Saj Usman, a senior executive with Accenture, shares how to best determine whether the time is right for an upgrade of your CRM system based on your people, business and system requirements. Preparing people and testing systems is a vital step for an upgrade of any CRM application. http://voicesofcrm.blogs.techtarget.com/2007/10/01/crm-system-audit-assess-before-you-upgrade/   Ed Thompson, vice president and distinguished analyst with Gartner Inc., shares his thoughts on the Web 2.0 phenomenon and how it's affecting CRM operations in this podcast. From the Gartner CRM Summit, Thompson discusses the ways CRM technology vendors are adopting Web 2.0 technology, blogs, getting started with Web 2.0 initiatives ... http://voicesofcrm.blogs.techtarget.com/2007/09/21/ed-thompson-on-crm-and-web-20/ Brad Tsai is the vice president and head of USA delivery for HiSoft Corporation, a company that has been providing consulting help for Siebel upgrades since Siebel's 6.0 version. Tsai offers advice and best practices on upgrading Siebel CRM software in this podcast. Tsai discusses Siebel upgrade planning and implementation, including ... http://voicesofcrm.blogs.techtarget.com/2007/08/08/brad-tsai-on-crm-software-upgrades/ In this podcast, Sheryl Kingstone, director for customer centric strategies at the Yankee Group, shares her insight into mobile CRM. She discusses deploying mobile CRM applications, choosing between a CRM suite vendor for your mobile needs or turning to partners for their mobile applications. She also shares some of the pitfalls ... http://voicesofcrm.blogs.techtarget.com/2007/07/09/sheryl-kingstone-on-mobile-crm/