PeopleSoft updates CRM

PeopleSoft's UK Leadership summit kicked off today (Tuesday 22 June) with the release of the software supplier's latest CRM...

PeopleSoft's UK Leadership summit kicked off today (Tuesday 22 June) with the release of the software supplier's latest CRM package.

Described as the most significant CRM release in PeopleSoft's history, CRM 8.9 offers modules for customer portfolio management, wealth management, partner relationship management, services, sales, marketing, and IT and human resources helpdesks.

In a report on PeopleSoft CRM 8.9, AMR Research analyst Laura Preslan said, of the many improvements to the product, the best part of Enterprise CRM 8.9 was its prescriptive analytics functionality.

The technology allows users to make decisions based on a more sophisticated analysis of a customer interaction - viewing it in the context of the wider business, she said. CRM 8.9 was the answer to users' calls for information to make data-driven decisions, Preslan added.

To tie in with the launch, customer portfolio management is a major theme at the UK Leadership summit.

The technology is designed to help companies determine the value of each customer, develop customer segments based on the customer's importance, create differentiated plans for each segment, and act on them, according to PeopleSoft.

Crosbie Burns, managing director at PeopleSoft UK, said another focus at the summit would be the impact on IT of the Department of Trade & Industry's proposed legislation to make firms produce operating and financial reviews (OFRs), which is due to take effect in 2005.

Burns said OFRs would extend IT directors' financial reporting responsibilities to cover more than just the company's results. "Companies will need a 360-degree view of their whole environment," he said.

In a consultation paper on OFRs, the DTI said, along with traditional measures of a company's performance, they would cover information about the environment, employees, customers or social and community issues.

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