Strong leadership, strategic vision and effective metrics are the keys to successful CRM deployment, according to a study from Edison, NJ-based DMR Consulting. The study also found that companies with one person in charge of corporate-wide CRM initiatives are more advanced in developing single enterprise-wide CRM technology architectures than are those with multiple managers of the project. "Employing meaningful metrics is essential to evaluating how well your CRM efforts are paying off. Understanding whether you are actually achieving the measurable benefits you targeted when planning your CRM program enables you to make informed, proactive changes to that program over time," said David Yamashita, CRM Practice Director, DMR Consulting.
Oncontact Software Corp. (Cedarburg, WI) has integrated its Client Management Software-which automates sales, marketing and service areas-with Artisoft, Inc.'s (Cambridge, MA) TeleVantage, a software-based phone system. The integration automates telephone-related tasks within client management software. TeleVantage features include voicemail, auto attendant intelligent call management, comprehensive messaging and graphical desktop control, according to Oncontact.
Microsoft (Redmond, WA) will launch a CRM application suite built using its .NET technology. The new product, Microsoft Customer Relationship Management Solution, will include account and contact management, lead management , activity and task management, and calendar and business management functionality. It also will offer a sales force automation application.