Magazine article CRM Magazine

DestinationCRM Dashboard

Magazine article CRM Magazine

DestinationCRM Dashboard

Article excerpt

* Who's Afraid of Big, Bad Outsourcing? "Can I help you with your problem?" means the same thing all over the world. A report from Jupiter Research finds that despite the hype around customers' aversion to outsourcing, only 17 percent of online customers say that it affects their purchase decisions. "Customer Service Outsourcing" looked at the state and proliferation of outsourcing today and found that although the level of outsourcing customer service continues to remain relatively flat, the attitudes companies and consumers display concerning outsourcing are shifting.

* That Dog Must Hunt Tight labor markets, globalization, and increased performance expectations have combined to make the sales environment one where only the strong survive, and organizations themselves must have effective sales management processes to keep their people content and their business growing. Sales effectiveness consultancy Watson Wyatt Worldwide has identified the key similarities among top sellers and among top companies in its "Driving Profitable Sales Growth," survey. Among the top common factors were less time spent on administrative tasks and customer care, and better incentives for strategic behavior related to finding deals and closing opportunities.

* Witness Eyes the Enterprise Witness Systems nabbed Demos Solutions Consulting Group and Exametric, workforce management solutions providers catering to the financial services industry, for $29 million in cash and a potential earn-out of up to $18 million. These acquisitions are projected to add $13 million to $15 million to Witness's revenue in 2007. The companies will be combined and operate as Witness Enterprise Solutions, which will focus initially on WFO solutions for retail bank branches and operations. Darryl Demos, CEO and founder of Demos Solutions, will lead the group.

* PeopleSoft's Financial Management 9 Another Step Toward Fusion Oracle announced the release of PeopleSoft Enterprise Financial Management 9, the first major release from PeopleSoft's Financial Management in 18 months. …

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