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CRM BUYER SPECIAL REPORT

Customer Retention: The Art of the Follow-Up

In terms of customer service rather than repeat purchases, the issue of follow-up may be viewed a bit differently. In fact, Denis Pombriant, managing principal at Beagle Research Group and longtime CRM industry analyst, told CRM Buyer that a company's primary goal should be preventing follow-up by solving customer problems on the first try...

CRM BUYER SPECIAL REPORT

Hosted vs. In-House: An Enterprise Checklist, Part 2

Aberdeen Group vice president Denis Pombriant told CRM Buyer that many vendors charge additional fees after the initial purchase that should be considered in any such decision "Vendors have a way of throwing software or training into the deal," he said. "If you have those alre...

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The UpShot for Siebel

Moreover, CRM industry analyst Denis Pombriant told CRM Buyer, "Unlike many of its competitors, [UpShot] offers an extensive set of implementation and training services." ...

Salesforce.com Debuts Office Edition

CRM industry analyst Denis Pombriant told CRM Buyer that Office Edition provides additional validation of Salesforce.com's vision and functionality through its ability to integrate standard, off-the-shelf applications into hosted ones At the same time, Pombriant noted, Salesfo...

CRM BUYER SPECIAL REPORT

May the sforce Be with You

In a recent white paper, Denis Pombriant, vice president and research director of CRM at Aberdeen Group, wrote that salesforce.com's sforce 2.0 application platform "could do for application development and the software business in general what salesforce.com's CRM product has done for CRM. If that is so, it will be sforce rather than hosted CRM that is the true disruptive innovation."

SPECIAL REPORT

The Ins and Outs of Hosted CRM Systems

Why the sudden infatuation with hosted CRM? The most obvious reason is its cost relative to the traditional on-premise solutions sold by companies like PeopleSoft and Siebel (though Siebel now has partnered with IBM to move into the hosted arena as well). Aberdeen vice president and director of CRM research Denis Pombriant told CRM Buyer that setup costs for hosted CRM solutions approach zero.

E-BUSINESS SPECIAL REPORT

Hunting Down the SMBs

Denis Pombriant, vice president and managing director at Aberdeen Group, agreed, telling the E-Commerce Times that the technology adoption curve is becoming more granular,reflecting a shift away from the monolithic enterprise market and into the swarming SMB market. "Our research shows that the torch is being passed from early adopters to the early majority," he said...

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