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Oracle has announced mobile interoperability with Nokia devices. Now, Nokia products can be used to access Oracle CRM and database software. Much like the Microsoft, BlackBerry, and iEnteprises collaboration, the Oracle and Nokia tie-up will give Oracle further access into the mobile CRM market.

The Oracle-Nokia collaboration offers three-pronged interoperability i.e. Oracle has validated Nokia’s Intellisync Device Management with Oracle’s Siebel CRM software; one can access Oracle Database Lite on Symbian Version 9/S60 Version 3; and run Siebel Wireless can run on the Nokia E90 Communicator.

Oracle has claimed that the combination of CRM and database in a wireless environment will help companies adopt mobile technology across the enterprise. The benefits offered by this partnership include secure and efficient deployment of the mobile CRM, cost effective operations, data security, increased customer satisfaction, and better management of customer issues.

Learn more here.

iEnterprises, a company into desktop and wireless CRM, has come out with the Mobile Edge Express for Microsoft Dynamics CRM. The mobile application is a joint effort involving iEnterprises, RIM, and Microsoft. The click and run application is targeted at SMBs who are using Microsoft Dynamics CRM Live or partner-hosted Microsoft Dynamics CRM and would wish to access the information on their Blackberry Smartphones.

MobileEdge Express is a turn key SaaS solution, which means that it’s inexpensive to deploy and there are no upfront hardware costs, upgrades or licensing fees. The software is a simple download that allows users to obtain instant access to information such as their contacts, opportunities and cases even when they are on the move. The software is available on monthly or annual contract payment.

MobileEdge is perfectly suited for the small screens of handheld devices. Users are spared time consuming data look-ups and slow connections because the MobileEdge uses a client/server architecture that ensures data availability both online and offline; so you are not dependent on cellular coverage for access to information. You can store relevant data on the device as well as on the host server. Intuitive navigation allows viewing of information that is relevant and specific to the need of the moment. Since MobileEdge is deployed and managed wirelessly, upgrades and administration happens smoothly.

Learn more here.

Sage CRM Solutions has unveiled its global CRM strategy - Sage CRM Solutions 2010. The vision is a detailed and exhaustive strategy that covers products and technology development. It covers all aspects of business that Sage considers important to be better able to serve its more than 5.5 million customers. Business requirements, interoperability issues, focus on emerging Web 2.0 technologies, application of open Web standards are some of the issues covered in the comprehensive strategy guide.

The strategy aims to enable SMBs with additional capabilities that can be delivered to them on an incremental basis through 2010. Benefits for customers include faster ROI through purpose-built solutions; better productivity across the company due to Web 2.0; end to end integration; best protection for money invested through inter operable on-demand and on-premise implementation.

Sage has taken into consideration the different customer-interaction models of it customers in developing its strategies for performance enhancement. Sage has endeavored to segment its CRM offerings so that it can better address the scalability and expanded functionality requirements of its customers. This level of planning on part of Sage allows buyers to acquire custom fit CRM solutions that work best with their business. Sage hopes to help its customers achieve better customization through its extensive partner network.

The Sage approach to technology development covers common components that will facilitate a consistent user experience across the Sage solutions deployed; services-based and standards-based integration; interoperability for smooth migration; a SaaS platform that will enable on-demand or on-premise access to Sage CRM; and rich clients, web terminals etc that will enable the workforce to access data. Sage aims to fulfill customer desires concerning improved business processes, better access, and integrated web services.

Go here to download white paper that details the CRM Solutions 2010 strategy.

As with most things in life, you succeed with mobile CRM when you keep it simple and do not fall into the trap of overt complexity. Mobile CRM helps companies achieve ROI on their CRM investments faster as it improves the efficiency of the field staff and frees more people to be on the field. Mobile CRM puts CRM within the reach of those who are outside the office confines but yet have a pressing need for accurate information. It enables you to execute remote transactions.

The increased virtualization of business is the main driver of mobile CRM. Businesses can be run smoothly without a substantial office-based staff. This brings several cost benefits. Mobile CRM serves to connect the workforce on the move and enables those with flexible work hours to report in real time and share information when required.

Theoretically, mobile CRM can boost sales by putting you in touch with your customer and customer information so that you can communicate with them via email, text, or voice at the most opportune moment. Customer queries can be addressed quickly. A reduction in desk-based tasks, lower overheads, positive response from customers are some of the benefits that companies mention in favor of mobile CRM.

The best time to implement a mobile solution is when you feel that your field executives are better empowered with access to information. This means that the best time is now. Select a wireless CRM solution that works well with a range of mobile devices such as laptops, mobile phones, PDAs, etc. Also, the software should load and run smoothly across multiple platforms. It should scale with your business. Basically for any company availing mobile CRM is akin to entering uncharted territory and they should be aware and informed about their own requirements so that they can correctly compare and evaluate vendor offerings. The mobile CRM market is set to become a major contributor to the global CRM industry, it’s on the upswing. Even if you are not considering an immediate deployment, keep yourself abreast of the latest in the field of mobile CRM. Ensure that you do not sink too much time and money in a mobile CRM project that is too device specific or too dependent on a given operating system.

Consider the fact that working with a small screen and keypad is not easy, so choose a device and a navigation system that allows the company persons to access CRM functionalities smoothly. The mobile CRM should satisfy your security concerns, especially since the device storage may be carrying sensitive information.

NetBooks is taking complete management accounting to the small businesspersons. SMBs have traditionally found it difficult to unify all their databases and different elements of their business management such as CRM, sales order workflow, production, inventory management, outbound marketing, and, bookkeeping do not usually have the same data. For a price of $200/month, NetBooks offers you a complete management suite for five users that offers you functions like CRM (called Marketing coach by the company), accountant, and bookkeeping.

Read more here.

Working With Microsoft Dynamics CRM 4.0 is a guide to Microsoft’s newest release of the software. It has been authored by Mike Snyder and Jim Steger of Sonoma Partners. The objective of this book is to guide those who intend to install, customize, or enhance Microsoft CRM. The book will make its debut at Convergence, which is set to take place in Orlando from March 11 to March 14. Convergence is the event where Microsoft showcases its Dynamics line of business software.

Another publication by Microsoft Press authored by the same duo is Microsoft Dynamics CRM 4.0 and Microsoft Dynamics Live CRM Step by Step. The book is aimed at the end user; it will be released in summer 2008. Apparently Kate Blanchett is keen on the film project related to the book. The film rights have been purchased by Dream Works.

Snyder and Steger are more than qualified to preach on Microsoft Dynamics, the duo have to their credit more than 100 Dynamics CRM implementations.

Read more here.

According to a new research commissioned by Oracle, customers in the UK face the brunt of inadequate services from call centers. The exhaustive study carried out across Europe surveyed 1500 customers and 250 contact centers. The results showed that there was a substantial disconnect between contact center performance and customer expectations. The discontent of British customers was the most telling in Europe where more than 50% of the customers are unhappy with the service levels.

Financial services scored high for customer satisfaction and telecom companies fared poorly as far as call center performance was concerned. The most common grievances were the usual ones such as long call queues, having to interact with multiple staff members, and inconsistent communication from the call center employees. This, when call center managers profess to having customer satisfaction as their number one concern. Apparently there is a disconnect between the thoughts and actions of the call center executives.

The call center customer service was rated just average or outright ineffective by most of the respondents. The call centers on their part stated that the staff was poorly equipped in terms of training and tools. Top factors that call centers said they would like to work on included better information for the staff, better training procedures, distributed decision making capabilities, and keeping the caller interested while on hold.

The report goes on to mention that call centers are surprisingly loath to explore the internet as an option for extending customer service inspite of customers expressing a strong inclination for the internet as a medium for communicating with businesses. Hardly any of the call centers reviewed had any plans of introducing self-service customer portals online to reduce the workload of their contact center employees.

Virtual call centers depend heavily on home agents and with good reason. A distributed workforce offers several benefits such as around the clock service covering different time zones, tapping into an experienced workforce that may for some reason be unable to travel, reducing the number of shifts of the on-site call center, reduced overhead costs and saving of real estate expenses, etc.

By giving the agents the flexibility to choose their timings call centers promote productivity, the virtual employee only needs an internet connection, a computer, and a phone to get started. Contact center solutions aimed at virtual contact centers and intuitive graphical user interfaces make it easy for an agent to breeze through the learning process. You do not need to purchase and set up expensive hardware to set up a virtual call center. Instead you can direct your resources elsewhere.

Managing a distributed workforce is also not an issue because of solutions that offer real-time call center metrics same as those available in a bricks-and-mortar environment.

In what could be a great move from the perspective of developers as well as channel partners, NetSuite has announced the release of NetSuite Business Operating System (NS-BOS), which is an open source development platform. NS-BOS will allow ISVs and VARs to create solutions targeted at specific verticals.

NS BOS includes core application capabilities, ISVs only need to add features relevant to a particular vertical that it chooses to target. An inbuilt SaaS infrastructure so that third-party applications can be hosted by NetSuite. The SuiteScript D-Bug, for real-time code validation online for faster building of applications. The SuiteBundler allows ISVs to repackage the solutions and deliver to another customer without having to do substantial coding work anew.

ISVs will share the revenue gained by acquiring new customers with NetSuite for the base suite. NetSuite also announced three vertical customizations built by its partner ISVs. These are Supply chain management for manufacturers, by SPS Commerce; Integrated CRM and ERP for government contractors, by Daston Corporation; and
Total commerce management, automating and integrating key business processes including supply chain management, procurement, competitor monitoring, and pricing, by IntroScape.

NS-BOS will be a big help for third-party vertical application developers who are looking to shift their applications based on the client/server model on to the SaaS model. NetSuite has appointed Michael Ni as the VP for industry solutions and ecosystem. Ni will be responsible for taking the platform initiatives to the next level and help businesses make the transition to the SaaS model.

OpSource Connect is a new SaaS solution released by OpSource, which is a Santa Clara, Calif.-based provider of infrastructure and application services. The service will enable companies to access web applications that are spread over multiple platforms.

OpSource Connect makes it possible for SaaS services such as those offered by Salesforce.com and NetSuite to connect to legacy enterprise applications that were hitherto protected by a firewall. This will allow businesses to make optimum use of their available applications.

Learn more here.