CRM version 2.0 arrives
Saturday, May 3, 2008
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The impact of social networks adjust the supply of business software. Now, also the CRM, which is used for customer relations, change of direction. What is new is seeing the company from the perspective of consumer
Accusing the impact of mobile devices like the iPhone and BlackBerry, plus the boom of social networks as a new modality of sharing strategic information, the software company now poses a new relationship with users, more participatory.
The change can be seen even in the business of selling software as a service (SaaS, Software as a service), where the data management made through the Web. The CRM (Customer Relationship Management), as is known, is the software that companies use to manage their customer relationships. Last year, analysts specialized consultants such as IDC, Yankee Group and Gartner, began to focus on the concept of CRM 2.0, which was coined by Paul Greenberg, CRM Research Center.
The main change in perspective comes from looking at the business from the perspective of the client and not the client from the perspective of the company.
In this context, Oracle, one of the giants of enterprise software, has released its proposal in the region of CRM 2.0. While the market model applications under demand and has ten years on the market, with 15 versions in the past four years, Oracle seems determined to consolidate its position in this segment, playing field as traditional providers such as SAP, as companies born of the Web specifically SaaS model under his arm.
"Gadgets and widgets are part of this new release is a key element of the ubiquity of users," says Rich Caballero, Vice President of Product Strategy -. OnDemand is the first time it crosses the power of CRM with applications like Google Maps or MyYahoo!
The content is the interface
Collaboration is the key to this model that aims to give greater visibility to sales process and customer service. In the case of Oracle's CRM that is produced by the combination of virtual notes left by users and a message center that allows the movement of these comments are updated, consolidated and centralized to be accessed from a Web page. "The idea is to collaborate to better understand customer behavior in markets where a lot of work with references, for example, financial environments, and thus broaden the contacts through the power of social networks," says Niccolo Spataro, Senior Director Oracle on Demand for Latin America.
"are users that are driving technological innovation involved now," Ricardo Cardenas CRM Solutions director for Latin America. They are the ones that find new ways to interact with businesses, the demand is different and he is us decide whether we will participate in that conversation, to bring other blogs, other blogs, other ideas in the context of the transaction. "
The point at which the three managers agree with the same emphasis when talking about ubiquity. The CRM, in this new era of on demand software, is profiled as a resource that is increasingly have to access from anywhere and from any device connected to the network
Rafael Bini
See note in The Nation
Prognosis
CRM version 2.0 arrives
The impact of social networks adjust the supply of business software. Now, also the CRM, which is used for customer relations, change of direction. What is new is seeing the company from the perspective of consumer
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note LANACION.com Interview Horacio Werner, general manager of Cisco for Argentina, on technological growth that qualifies as "historic."
The original note was published in the Technology supplement of The Nation on Monday, April 7 
, but hit some reader comments that add new items to track.
, but hit some reader comments that add new items to track. 
few days ago released a study on the use of broadband in Argentina as revealed in figures two remarkable facts. The first was that in 2007 had grown by 61% the number of connections of this kind , which positioned the country as the fastest growing in Latin America in this regard. The second point was that the largest increase was recorded in the interior, with 75%, while in the metropolitan area of \u200b\u200bBuenos Aires there was a 57% increase. According to a study by IDC and sponsored by Cisco, Argentina currently has 2,557,413 active connections. To break down the reading of these results the NATION interviewed Horacio Werner, a former Motorola is now general manager of Cisco for Argentina. This is their point of view. - What makes reading the results? "A growth of 61% is something not very common. When 25% of households have access to broadband and we are not talking a niche, or the ABC1 sector. And if we add the people who access from an Internet café or from a cyber, and is massive. Not to mention the access from the mobile, which today is still in its infancy, but it moves well. Mass access to connectivity change the map, because although we are the largest company in connectivity also creates a scenario for multiple communications services. There is much to be done, but this is a reality.
- How business impacts this new scenario?
"I come from a cell phone, and I remember that at first was only within the CTI, and when he entered the first competitor Movicom, there was a dramatic acceleration of the business. A whole world of smaller companies focused on value added. Today there are many SMEs that are starting to grow services in the world of mobile applications, and with the right public policies that can grow even more. But the news that a quarter of the population has broadband is a milestone in our industry.
"When you took his post last year, he announced his intention to work with the Government on the issue of digital inclusion. What was that?
"There is enough activity. The creation of a Ministry of Science and Technology is definitely something auspicious, but there is a complication of high level because there are many actors in the public sector have interference in the issue of digital inclusion. I say complicated because it is always easier to have few partners to work, now also on Science and Technology, is the Ministry of Public Management, the Ministry of Economy, Beatriz Nofal in the National Investment Agency, and something that is not smaller, the President, who has also expressed interest in this regard.
agenda should be to make a calendar with Cicomra Cessi and because there are many top level officials who are taking the issue as their own; Economics, for example, we are working with a group of officials in the Argentine technology cluster development. COMMENTS
7
s_giupponi
04/07/1908 19:12
Banda Ancha The technology is very little difference which exists in Europe, the price tag that some complain is easily understandable because the price of equipment and international links is not in U.S. $ dollars. Moreover the density that exists in Europe optical fiber and external campus is than that found in Argentina which allows inteconexion costs much lower, which would calculate the difference if instead of needing to wire FO across the country only to interconnect the prov of BSAS. 
7 # 1 lawrence
04/07/1908 20:52
s_giupponi, you justify the prices they charge, saying that teams and international links are in dollars. I would be very happy if we charge the same prices as in Europe, because in Argentina the values \u200b\u200bare much higher. I tell you, I have iplan in the office: 1 mb connection and a line with 500 local minutes to mobile fixed for $ 215 a month. In Paris, with free.fr, my cousin paid 29.99 euros, or $ 150 pesos, and they give 20mb speed (1mb upload), 200 HD TV channels and unlimited calls to fixed phones in 49 COUNTRIES.
2 07/04/1908 7:14
Clearly Werner serctor propiene the mobile because it ignores the ADSL in Argentina NEVER become popular as in Europe or the U.S. because the cable run is owned by the telcos and until this changes the smart people do not choose broadband. It is the business of the duopoly will soon allow monopoly that has the right to charge the customer for the use of cable to use the line. You have to pay the telcos and Teco rate for such use for ADSL and have to pay the Internet provider, but when it comes to problems, neither is responsible, the blame always lies with the other and the client run out of bread and cake without the claim until deign to fix it. Because nobody says anything, it's because DSL providers will have to sell large quantities Teco rate and now dribble to the domestic industry buying Czechoslovakia says Announcement DUO. CADIEEL struggle for national industry but the telcos dribble prices at Customs. Now Cristina Fernandez authorize the purchase of Teco by rate although Telefonica buy all the shares of Telecom Italia and the duopoly will be a private monopoly that Mary Julia never dreamed. That cute as respecting the existing regulatory standards. Anything goes and the rules used to go to the bathroom. Telecommunications release that the country will grow at a lower cost. Who cares? The pockets of customers. Who cares? Tech & Biz News in English
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