Report reveals CRM best practice

Although customer relationship management (CRM) technology can increase efficiency and profitability, roughly 70% of CRM initiatives fail mostly because of "organisational resistance". This is according to a new research report from Best Practices, a benchmarking and consulting firm, says TMCnet.

Members of CRM programme teams have identified barriers to success for this technology and suggested ways to overcome challenges. By following certain steps, companies can implement results-driven technology enhancements.

In the report, Countdown to Customer Focus: A Step-by-Step Guide to CRM Implementation, the firm lists strategies for success.

EnterpriseWizard has released Version 2.0 of its EnterpriseWizard adaptive CRM application, reports TMCnet.

The company describes it as "an out-of-the-box, browser-based, end user-customisable J2EE product for issue tracking, helpdesk, customer support, sales, e-mail and marketing automation".

The new edition allows business managers to automate department workflow without IT assistance, extending the on-the-spot customisation capabilities provided by the product`s adaptive CRM engine.

Dimension Data has rolled out its IP telephony Active Directory (IPAD) technology to Cairns City Council as part of the council`s three-year plan to adopt unified communications, says Australian Reseller News.

GM of application integration, Peter Menadue, said it is currently going through a pilot phase with 30 Cairns City staff. Over time, it will replace desk phones and deploy software to the council`s 1 000 users.

The next phase of the roll-out involves the implementation of a Cisco Unified Contact Centre. Menadue said having consistent identity was one of the key enablers for unified communications.