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 TitleDate AddedCompany
whitepaper The Portuguese Municipality of Matosinhos Links Back-Office Data With Online Service Delivery to Make Life Easier for Citizens and Civil Servants2009-09-21 Microsoft
  The project to improve city services became known as SIMPLIFE (Simplify). The main goal was to see what motivated the citizens to go to the city hall. The author identified over 2,000 different reasons to go and talk to the municipality." By solving the three core areas of SIMPLIFE, Matosinhos hoped to improve the decision support for elected officials and public managers -to improve staff productivity and increase citizen satisfaction. Microsoft Dynamics CRM was used to capture details of citizens' interactions, and to help civil servants understand their reasons for visiting central offices.   
whitepaper Forklift Manufacturer Improves Business Processes, Reduces Costs With xRM2009-09-21 Microsoft
  Mitsubishi Caterpillar Forklift Europe (MCFE) is a joint venture between forklift manufacturers Mitsubishi and Caterpillar. The company manufactures, sells, and distributes 18,000 forklifts and related spare parts each year. MCFE relied on manual or sometimes paper-based processes to support dealer inquiries and orders, resulting in missed orders or unanswered dealer requests. To improve the forklift configuration and ordering process, the company deployed Microsoft Dynamics CRM 4.0. Because of the flexible xRM development platform that underpins Microsoft Dynamics CRM, MCFE created several customized applications. By using xRM to rapidly develop relational business applications, MCFE has increased employee productivity, improved its ability to respond to business needs, reduced development costs by 60 percent, and improved order processing times.

Tags: Customer Management		   
whitepaper The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success2009-09-21 Microsoft
  An organization's ability to respond quickly to changing customer demands and competitive landscapes is paramount not only to its success, but to its survival. Finding a CRM solution that meets your organization's needs today—but that can also scale and change as your company grows—presents both a technical and business challenge. Making the right choice can not only avert implementation disaster, but can also help you secure your organization's competitive edge.

Tags: Enterprise Planning, Customer Management, Business Functions, IT Budgeting		   
whitepaper Internet Lead Capture: CRM Product Demo2009-09-21 Microsoft
  This demo discusses how to best use the integrated web-to-lead capabilities of Microsoft Dynamics CRM.

Tags: Customer Management, Enterprise Planning, Customer Management, IT Budgeting		   
whitepaper New Frontiers for CRM Data2009-09-21 Microsoft
  For many hospitality organizations, a Customer Relationship Management (CRM) tool is a straightforward way of collecting and storing data about guests. But did you know that you can leverage CRM as a platform and access data across many unexplored areas of the enterprise, and use it to delight guests before, during and after their stay? Find out how to make the most of your CRM solution with this free Web seminar, "New Frontiers for CRM Data".

In this seminar you will hear a panel of CRM experts and technology providers discussing ways to:
  • Identify more of your guests, even those who aren't loyalty program members.
  • Reduce guest frustration associated with incomplete, inaccurate or inaccessible information.
  • Add even greater levels of personalization to a guest's stay through CRM integration with other key systems.
  • Leverage CRM data to drive clarity into hazy portions of business and eliminate the data silos that plague many hospitality companies.
  • Plus, hear real-world case studies of successful CRM implementations.


Tags: Customer Management, Customer Management, IT Budgeting, IT Budgeting		   
whitepaper On-Demand CRM Offering Expands Customer Base, Wins More Business, Adds to Bottom Line2009-09-16 Microsoft
  Project Hosts discovered that there was demand for a better Customer Relationship Management (CRM) solution than was available from its competitors, such as Salesforce.com. Essentially, companies wanted the rapid deployment and cost-effective qualities of a hosted solution along with the rich customization and integration capabilities usually found only in an on-premises solution. Ascentium, a Microsoft Gold Certified Partner that specializes in solutions based on Microsoft Dynamics CRM, recognized the same trend from its customers and established a relationship with Project Hosts to meet that need. The combination of Ascentium's design and deployment expertise with Project Hosts's reliability, speed-to-market, and low implementation costs resonated with businesses. As a result, they now offer a flexible, extensible, and customizable solution that meets market demand.   
whitepaper Nonprofit Agency Implements Case Management Solution to Better Protect Children2009-09-16 Microsoft
  In 2008, the nonprofit group Child Focus processed 109,971 calls to its hot line. To manage the resulting information, reports, child cases, and partner contact information, employees used a number of applications. This resulted in inefficiencies and siphoned off precious time needed to locate missing children. Managers implemented Microsoft Dynamics CRM 4.0 to provide an efficient, single-solution platform to run Child Focus's case management system.   
whitepaper Travel Company Sails on Business Intelligence to Increase Revenues in Weak Economy2009-09-10 Microsoft
  Sportsnet Holidays needed a Customer Relationship Management (CRM) solution to handle data that was spread among 220 separate databases. Sportsnet implemented Microsoft Dynamics CRM, which dramatically improved customer service, business intelligence and target marketing capabilities. The firm's revenue has doubled in the last 12 months and Sportsnet credits Microsoft Dynamics CRM as a contributing factor to the company's exponential growth.

Tags: Customer Management, Data Tools		   
whitepaper Turning customer interaction into profitable relationships2009-09-08 Pitney Bowes
  Effective customer communications boost customer loyalty, ensure brand and regulatory compliance, reduce environmental impact and help control a range of costs - through IT maintenance, printing, call centre operations and postage. However, most organisations take a fragmented approach to managing enterprise customer communications using outdated technologies which are not consistent across the range of media channels people use today. Read the report from analyst Quocirca to learn why and how the development of a CCM strategy transforms the impact of customer communications at every customer touch point, controlling cost, driving operational efficiencies and building customer loyalty.

Tags: Workflow Management, Data Infrastructure, Business Functions, Business Functions		   
whitepaper Kodak Graphic Communications Group Accelerates Lead-to-Cash Cycle With Integrated Customer View2009-09-01 Oracle
  Kodak Graphic Communications Group wanted to improve the effectiveness of sales and service initiatives for GCG's operations in the Europe, Africa & Middle East region and attain a consolidated view of the sales pipeline to drive more accurate forecasts. The challenge was to replace numerous disparate contact information management systems originally resulting from six acquisitions with an integrated solution for sales force automation and Customer Relationship Management (CRM) and reinvigorate stagnant productivity and stimulate cross selling. Kodak Graphic Communications Group gained the ability to effectively manage more than 100,000 customer and prospect records and a pipeline of more than US$1 billion through the use of Oracle CRM On Demand.

Tags: Customer Management