CRM 'Big Wins' Will Influence Skeptics

Reports on how 'big wins' will influence CRM spending, Web services moving to the mainstream, remote workers increasing and mobile messaging advancing.

Despite Banks' IT Spending, Productivity Gains Lacking

A McKinsey & Co. report finds that amid heavy spending on CRM and other service-oriented projects, banks' productivity growth rates have declined.

Case Study: Hospital's Prescription: A Dose of Database Software

A Boston-based hospital group realizes that patients are customers too. They successfully implemented technology designed to eliminate physician mistakes when ordering and filling patients' prescriptions.

CRM Spending Skyrockets

E-businesses' push to connect more effectively with their customers will continue to drive robust spending on customer relationship management applications this year.