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Customer Relationship Management

Customer Relationship Management research covers sales force automation, marketing automation, call center, and customer service and support automation applications as well as other applications, such as integration tools, analytics, or portals, that are used to support customer relationships. Key trends also covered in this area include sales asset management, customer experience management, and customer feedback tools.

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Extending the value of Microsoft SharePoint Portal Server with SAVO

Notes and Reports
January 2010 - Report J79
Although many companies have deployed Microsoft SharePoint Portal Server to share content, lack of structure and CRM-specific functionality have li... more details»
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Sterling Commerce Fax Conversion Services

Notes and Reports
December 2009 - Report J72
Sterling Fax Conversion Services automate the processing of faxed and paper-based purchase orders and invoices, resulting in improved productivity ... more details»
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Nucleus Top Ten Predictions for 2010

Notes and Reports
December 2009 - Report J91
The cloud continues to drive both rapid ROI and new ISV business models. Beyond the cloud, expect 2010 to bring greater use of analytics, automati... more details»
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RightNow pushes the customer experience

ROI Case Studies
November 2009 - Report J92
RightNow’s CX platform announcement reinforces its focus on customer experience ― but increasing competition in the marketplace will take more ... more details»
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The benefits of Microsoft Sure Step for customers

Notes and Reports
October 2009 - Report J44
Companies investing in Microsoft Dynamics ERP and CRM should engage with Microsoft partners who use the Microsoft Dynamics Sure Step implementation... more details»
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ROI Case Study: Salesforce.com

Dr Pepper Snapple Group

ROI Case Studies
September 2009 - Report J66
Dr Pepper Snapple Group deployed Salesforce.com to replace an aging contact management system and custom spreadsheets, dramatically increasing mana... more details»
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ROI Case Study: SAVO

Aspect

ROI Case Studies
August 2009 - Report J80
Aspect used SAVO to improve sales readiness for both its internal sales team and its channel partners, driving greater internal sales and sales sup... more details»
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ROI Case Study: Salesforce.com

Vetrazzo

ROI Case Studies
August 2009 - Report J63
Vetrazzo leveraged Salesforce.com’s Force.com platform to build custom applications for inventory and order management, production planning, and ... more details»
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ROI Case Study: Microsoft Dynamics CRM

ISS Worldwide

ROI Case Studies
August 2009 - Report J64
2009 ROI AWARD WINNER! ISS Worldwide deployed Microsoft Dynamics CRM to streamline its CRM operations, increasing customer retention and cross sel... more details»
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Microsoft Dynamics CRM ROI financial modeling tool

ROI Tools
June 2009 - Report J55
This financial modeling tool has been developed to evaluate the value of Microsoft Dynamics CRM. It is designed to help you build a business case a... more details»
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Knowledge Center

Do ROI Right!
This collection of Nucleus research notes provide detailed information on various topics and may be helpful as you work though your own ROI analysis or complete the tutorial.
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