Template/Policy

Use this customizable template to create a Request for Proposal (RFP) that includes the CSM features that your organization requires.

Tool

Once RFP responses have been received, organizations selecting a CSM platform need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively evaluate vendor responses.

Template/Policy

Use this demonstration script to provide vendors with a consistent set of instructions, ensuring an objective comparison of product features for a Customer Service Management (CSM) platform.

Note

Customer service is a changing field and new technologies are making it imperative that organizations deploy the correct customer service strategies and tools. Deciding which CSM suite to select is a difficult task. Use this research to...

Tool

Use this tool to generate a customized shortlist of vendors based on the capabilities your organization requires in a Customer Service Management (CSM) platform.

Siebel 8.1.1 is the latest release from Oracle and the second release since Oracle purchased Siebel in 2006. This version finally begins to take advantage of the Oracle BI, Middleware, and Application Unlimited Architecture. Consider Oracle...

Note

In the last few years, the mid-market CRM landscape has changed due to the emergence of Software-as-a-Service (SaaS) into the mainstream market and changes in consumer needs and buying behavior. Examine the summary findings from a recent...

Small (less than 100 branches) and mid-sized (101-500 branches) retail banks are facing a tough economic outlook and increased competition as Internet banking and call centers become part of the cost of doing business. Info-Tech recommends...

I like pie: cherry, apple, and particularly strawberry rhubarb. Larry Ellison, CEO of Oracle, has different tastes. His goal is to get as much of the enterprise IT spending pie as possible. Oracle's recent acquisition of two open-source vendors...