Independent research suggests that the area of back-office connectivity is not adequately addressed by many CRM implementations. Where this is the case, customer data cannot be shared effectively and business processes are punctuated by errors, delays and paperwork.

As companies face ever mounting global competition, the ability to manage information is set to play an increasingly important role in competitive strategy.

Organisations that seek the elusive goal of a single view of the customer need first to instil an information-sharing culture throughout the company, not simply attempt to apply a quick technology fix.

Enterprise IT management solution provider uses DataFux dfPower Studio and the DataFlux Integration Server to enforce business rules in real time accross the enterpise.

As companies undertake data-dependent initiatives, such as enterprise resource planning (ERP), customer relationship management (CRM) or enterprise initiatives leading to complete data governance, it is important to remember that data quality issues exist in any organization.

Seven is more than just a lucky number for companies building customer care strategies. In this document, Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.

With the average worker now using multiple methods of communication, including phone, e-mail, chat, voice mail, and fax learn how unified communications can glue all of these technologies together to enhance your business with an immediate impact on cost reduction, productivity and competitiveness

Ventana Research believes that every organization should focus on continuous improvement in its ability to support the people and process aspects of performance management more effectively.

This white paper will review the obstacles to making business development a team sport and then will present best practices around people, process and technology for aligning the sales and marketing organisation. Written by thought leader Don Peppers of Peppers and Rogers Group.

What is the role of knowledge within law firms? More importantly, how can you harness both Legal and Business knowledge to give your firm the competitive edge? This paper seeks to cover the role of knowledge within law firms, both as it exists now and how it could be in the future.

This paper from 3Kites Legal IT Consulting explores the key points raised at the Client Panel Discussion at this year's Legal Week Strategic Technology Forum. The panel of three in-house counsel covered requirements for both IT and legal services including delivery of legal services and e-billing.

Internet and wireless technologies are continuing to advance rapidly quickly changing customer preferences, disrupting traditional communication methods and forcing prices downward.

This paper sets out some of the challenges and opportunities for those currently filling one of the most dynamic and creative roles in a modern company. Read this whitepaper to find out how important the CIO role really is.

Businesses expect their IT departments to deliver solutions that make a difference. Although this seems obvious, when CIOs and IT departments focus only on generic means to address their needs, meaningful and effective solutions are sometimes difficult to deliver.

Making your workforce mobile is about making them customer centric 24/7. This white paper defines a mobilisation strategy to improve response to business opportunities, recover from problems faster and address customer problems more quickly.

This white paper sums up the benefits of service-oriented architecture in three words: control, agility, and cost. Unfortunately, many technical organizations haven’t communicated these benefits to their business leadership.

Sales people are the heart of any company. Sales force automation has been used to drive sales force productivity, usually from the perspective of sales management, with an emphasis on sales pipeline management and forecasting.

Today’s small and medium sized enterprises (SMEs) see a need for automating their front office sales and customer relationship management (CRM) tools to their back office accounting and financial systems.

The Gartner Group recently reported that as many as 60 percent of all CRM implementations fail. So, is CRM a triumph or a flop? It depends on whether you ask one of those with a successful CRM implementation or one of those where CRM hasn’t gone so well.

Any serious discussion of the future of the retail banking industry eventually raises a basic question: will future customers still need retail banks? The answer, it turns out, depends on banks themselves.