EnterpriseAppsToday.com Staff
Lead Liaison Introduces New Lead Generation Solution
July 6, 2010The new lead generation and marketing automation solution serves marketing and sales teams in organizations of all sizes.
Sage Launches New Business Management Software
July 2, 2010The new platform integrates CRM, business intelligence and financial management software solutions.
New Editions of Maximizer CRM 11 Announced
July 1, 2010Maximizer CRM 11 offers expanded sales force automation capabilities and tools plus new editions for different numbers of networked users.
Scribe Launches Scribe Insight 7.0 Software
June 30, 2010New multiple target connections enables sales order data to be passed from CRM to ERP and also updated in both systems in a single operation.
Acxiom Partners with Return Path for Email Deliverability
June 29, 2010The new partnership claims to allow marketers to drive more revenue from email campaigns with placement rates higher than the industry average.
Netezza Announces TwinFin For Advanced Workload Analytics
June 28, 2010The TwinFin appliance will include advanced analytics capabilities and a new release of the Netezza Performance Software.
VirtuOz Announces Rapid Adapt Virtual Agent Solution
June 25, 2010VirtuOz Rapid Adapt intelligently groups user conversations to determine the true intent of customers.
Data Mining with Cloud Computing
June 24, 2010One benefit of the emerging cloud computing trend is the ability of smart cloud vendors to capture valuable user data.
Sage CRM v7.0 Now Available For SMBs
June 23, 2010Sage's Customer Relationship Management introduces an interactive dashboard and new user navigation.
Kogent Offers National Business Intelligence Solution
June 18, 2010Kogent's solution integrates business intelligence with data warehousing and analytics.
IBM Acquires Coremetrics Web Analytics
June 17, 2010The acquisition will expand IBM's business analytics capabilities.
Shadow Lowers Cost of Call Management Software
June 16, 2010he company has reduced the cost of the 5 Channel User License for call management software, Call-Shadow.
TeleTech Deploys New SMB Revenue Generation Tools
June 15, 2010The new offerings in the revenue generation product suite assist with sales coverage and revenue growth for small to mid-size business (SMB) markets.
New Service Optimizes Marketing Automation Software
June 14, 2010The Marketing Automation Acceleration Package helps marketing automation software customers get new software online and into production quickly.
A Buyer's Guide to Remarketing Services
June 11, 2010Remarketing is a technique used to help reduce cart abandonment. A study by Experian claims that online shopping carts are abandoned at a high rate of 56.2 percent.
Ecommerce Customer Loyalty Programs for SMBs
June 10, 2010A loyalty rewards program can help your ecommerce business acquire, engage and retain new customers.
Pentaho Offers On-Demand BI with 72-Hour Deployment
June 9, 2010The company is offering its on-demand business intelligence BI suite as a subscription service with business deployment in 72 hours.
NetSuite Launches Cloud CRM, ERP Manufacturing Edition
June 8, 2010The new edition offers new CRM features designed specifically for manufacturers.
Panorama Updates BI Suite with SharePoint Integration
June 7, 2010NovaView 6.2 is a suite of web-enabled BI applications offering tight integration with Office 2010 and SharePoint 2010.
Redi-Data Announces B2B Analytics for SMB
June 4, 2010Redi-Analytics B2B provides business data segmenting and targeting scores on small businesses.
ByAllAccounts Partners With Ebix CRM
June 3, 2010The two companies will collaborate to incorporate advanced account aggregation within SmartOffice Premier Edition.
Kalido Upgrades to Offer Better Data Governance
June 2, 2010An update to Kalido Master Data Management offers more robust data matching capabilities.
New R Interface for Oracle Data Mining
June 1, 2010The R Interface to Oracle Data Mining allows R users to access the power of Oracle Data Mining in-database functions using the familiar R syntax.
Astute Solutions Updates its Customer Experience Solution
May 28, 2010The knowledge management and e-service solution helps deliver positive customer experiences.
IBM Unveils Analytics Software for Insurance Carriers
May 27, 2010The company's new software package boost client service, optimize business efficiency, and better manage risk.
CSC Expands Insurance Business Analytics Offering
May 26, 2010The company now offers additional industry-specific analytical tools in its Insurance Optics Business Analytics software.
Constant Contact Acquires NutshellMail, Boosts SMB Customer Relations
May 25, 2010Constant Contact now offers a tool for SMBs to monitor and engage with social networks right from their email inbox.
Microsoft CRM Community Offers Free Leads and Marketing Support
May 24, 2010The DynamicsExchange Partner Portal is free for Microsoft CRM resellers and developers to get leads while they expose their products and services at no cost.
Strategies for Successful Business Intelligence
May 20, 2010BI must move beyond selecting the right hardware and software to encompass change management, knowledge management and other cultural issues.
Autologica Launches Email Marketing For Auto Dealers
May 20, 2010The company's new email marketing tool is specifically designed for vehicle dealerships.
Sage Launches Cloud CRM Suite For SMBs
May 19, 2010The Sage SalesLogix Cloud offers a highly adaptable CRM experience with no IT burden.
HP Announces SAP NetWeaver Business Intelligence Services
May 18, 2010The company's new business intelligence services support environments running the SAP NetWeaver Business Warehouse.
Pilot Group Releases Updates Email Marketing Software
May 17, 2010New version offers Autoresponder to completely automate follow up marketing.
Knouen Integrates Siebel CRM Productivity with Social Networking
May 14, 2010Knouen announces OfficeSync 3.0 for Siebel CRM.
StayinFront Announces CRM 12
May 13, 2010The new platform boasts features aimed at increasing CRM efficiency for sales reps and managers.
Connectiva Forms Customer Experience Management Business
May 11, 2010The company has added Customer Experience Management (CEM) to its revenue optimization suite and plans a new business focused on CEM.
MicroStrategy Releases Updated Business Intelligence Platform
May 10, 2010New version offers faster Business Intelligence (BI) application deployment and easier administration.
Kofax Updates Its Business Process Application
May 7, 2010Front Office Server 3.0 lets office and remote users initiate document driven processes and workflows.
IBM, NetSuite Partner for ERP Cloud Connectivity
May 6, 2010The partnership between the two companies is focused on IBM's recent acquisition of Cast Iron Systems.
Siemens Optimizes Contact Center Software for Virtualization
May 5, 2010The company says OpenScape Contact Center V8 has been optimized for the data center and virtualized environments.
CSS Announces EDGE Knowledge Management Platform
May 4, 2010CSS says its new EDGE Portal is based on collaborative social media workflows for optimizing enterprise support and services delivery in a Cloud-based world.
Utopy Offers New Speech Analytics Solutions
May 3, 2010The solutions leverage insights from speech analytics to increase customer satisfaction and retention.
Is Business Intelligence Software Enough?
April 30, 2010In spite of the millions invested by BI software developers, typical BI solutions struggle to keep up with the increasing volume and complexity of data.
Tealeaf Offers New Customer Experience Management Software
April 29, 2010The company's CEM software offers an early warning system to identify struggling customers.
InQuira Launches Knowledge-Powered Sales Application
April 28, 2010The company says its enterprise app, InQuira Sales Intel, is designed to help sales teams boost lead conversion and productivity.
Lawson 'Internal Cloud Service' for Enterprise ERP Software
April 27, 2010The company says its second cloud offering separates enterprise software from the machines.
Microsoft Discloses Dynamics CRM Online Features
April 26, 2010Microsoft opened Convergence 2010 by demonstrating how the company is delivering on its vision of the Dynamic Business.
Avanade Launches CRM for Insurance Industry
April 23, 2010The new solution, CRM for Insurance Industry, provides a holistic view of each customer, including underwriting criteria.
Adapx Offers Capturx Cloud Service for SharePoint
April 22, 2010Adapx Capturx for SharePoint can speed up enterprise workflows and meet compliance requirements for automating data collection on paper forms.
Ringio Enterprise-Class Call Center for SMBs
April 21, 2010Ringio's Rich Calling service offers enterprise-class call center-type technology at a price small businesses can afford.
IntraLinks Extends Business Process Platform
April 20, 2010The company's latest offering lets customers accelerate crucial business processes and workflow capabilities.
jLAN Integrates Mobile Sales with NetSuite Cloud
April 19, 2010The integration gives NetSuite customers a centralized source of customer, inventory, and pricing data for mobile sales operations.
NetSuite ERP, CRM Cloud Integrates with Pervasive Enterprise Apps
April 16, 2010The integration will give NetSuite customers access to Pervasive Software's enterprise applications and data warehouse software.
ACS Launches New Social CRM Services
April 15, 2010The company has launched 'Community as a Strategy', a suite of social CRM services that can capture customer insights from social media sites.
CDC Invests in Marketbright SaaS Marketing Automation
April 14, 2010CDC Software has agreed to develop a strategic relationship with Marketbright to resell each other's products, including Marketbright's SaaS marketing automation solution.
Information Builders Enhances Business Intelligence Application
April 13, 2010The company has integrated its Performance Management Framework (PMF) into the new BI platform.
SAS Intros Data Analytics for Social Media
April 13, 2010The new service helps companies act on intelligence gleaned from online conversations on social media sites.
Sterling Announces New Business Intelligence Strategy
April 6, 2010The company has embedded business intelligence into the foundation of its supply chain application suite.
DataFlux Lauches Data Management Platform
March 1, 2010The new solution offers a single, unified platform for data quality, data integration and master data management
StrongMail to Integrate with SAP CRM
February 26, 2010The combined solution will help companies identify the most influential customers in their CRM database to target their e-mail marketing campaigns.
SAP Intros BusinessObjects Business Intelligence OnDemand
February 25, 2010The solution combines all SaaS-based BI offerings in the SAP BusinessObjects portfolio.
Responses to Chatter in Beta
February 24, 2010Users see the solution as extremely useful, through the lack of access for users not on Salesforce is source of frustration.
Sendible.com Upgrades Offering
February 23, 2010The site is designed to help companies manage their social media presence.
HHS Chooses Acumen for CRM Software
February 19, 2010Acumen will provide a CRM/project management solution from Salesforce.com.
Spotlight: SAP, Open Text Partner on Digital Asset Management
February 18, 2010Open Text's digital asset management solution will be sold in conjunction with SAP CRM software.
HootSuite Expands CRM Offering
February 17, 2010New social CRM tool adds new functionality to HootSuite's service, adding the capability to track and manage social specific campaigns.
Convergys Partners with Microsoft
February 16, 2010The companies are collaborating on a next-generation business support system.
Experlogix Intros Portal for Dynamics CRM
February 12, 2010The new offerings helps organizations handle online sales.
Satuit Boasts 80 Percent Earnings Increase
February 11, 2010The CRM vendor says the growth was due at least in part to the continuing trend for hosted solutions.
SAP Seeks to Regain Customer Trust
February 10, 2010In a conference call, cofounder Hasso Plattner admitted, 'We have lost, here and there, the trust.'
SprinxCRM Updates Offering
February 9, 2010The latest version of the CRM system offers compatibility with more browsers (including Google Chrome) and operating systems.
Contactology Integrates with Zendesk
February 5, 2010The integrated solution allows users to manage e-mail subscriptions from within Zendesk.
Akvelon Offers Dynamics CRM Customization
February 3, 2010The new service is designed to help companies customize Dynamics CRM to meet their requirements.
Super Bowl Ads to Focus on Social Media
February 2, 2010Many Super Bowl advertisements this year will focus on social media and loyalty marketing.
Actuate Updates BIRT, Buys Xenos Group
February 1, 2010Key benefits of the updated solution include a new user interface, Flash-based dashboard charts, and 23 standard reports.
Siperian Focuses on the Customer
January 29, 2010The company's Extension Customer View offering gives banks a holistic view of their customers.
iTuple for iPhone, iPod and iPad
January 28, 2010The iTuple CRM app from ERP software provider xTuple is now available at iTunes.
Basic Social CRM Advice: Don't Sue
January 27, 2010Suing a customer who's active in social media is unlikely to be a constructive move.
Epicor Launches Mobile Marketing for Retailers
January 26, 2010The tool lets retailers deliver customized messages, coupons and promotions to mobile device users.
Businesses Counting on SaaS
January 22, 2010Enterprises are focusing on hosted CRM and business intelligence applications.
Ten Web Shop Prep Tips for the Holidays
August 28, 2008It's time to spruce up your site for the holiday season, so here's a 10-task checklist to get you ready.
Salesforce.com Offers Invitation-Only Collaboration
January 10, 2007Online collaboration company Central Desktop is now available on Salesforce.com's AppExchange
Rdb Acquisition Taboo in DoJ v. Oracle Case
May 31, 2004Past acquisition experience with a database company is barred from Oracle's trial in its bid for PeopleSoft.
Case Study: Market Central
January 14, 2004In addition to its outsourced contact-center services, Market Central offers a full suite of customer relationship management solutions.
Sykes: A Solid Support Solution for ISPs
December 3, 2003With better than a decade of experience in providing outsourced contact center services, Sykes offers companies of all sizes a wide range of options for customer support.
Marrying Online Support With Sales
July 10, 2003As a small business grows, it must often transform its back office system to allow it to focus on its core business placing burdens on the staff and budget. As one California company discovered, Web services architecture allows application service providers to offer a solution in ways that would seem astounding only a short time ago.
Dipping Your Toes in the CRM Waters With Visnetic MailFlow
June 11, 2003Visnetic MailFlow from Deerfield.com is a CRM program designed to turn customer e-mail into a business advantage. The product's modest price and limited scope make it a good wading pool for enterprises looking to get started with CRM.
A Brand by Any Other Name
April 23, 2003I've grown accustomed to her face: Rebranding raises delicate customer issues.
Brand Is in the Details
February 26, 2003Seemingly insignificant site design elements can torpedo a brand message. Jack Aaronson tells you how to stay vigilant.
Targeted E-mail: From Spam to Choice, Part 3
February 13, 2003Last week, Bruce McCracken reviewed some fundamental strategic principles that can increase sales and enhance rapport with your customers through personalized communication. We continue this week with a look at e-mail formatting, in particular the pros and cons of HTML and text.
Targeted E-mail: From Spam to Choice Part 2
February 3, 2003Organizations that see e-mail as yet another broadcast and blast medium miss its unique ability to help establish a one-to-one relationship with customers. This week, Bruce McCracken reviews some fundamental strategic principles that can increase sales and enhance rapport with your customers through personalized communication.
Outsourcing CRM to Hosted Service Providers Enables SMBs
January 24, 2003With limited expertise, infrastructure, and budgets, small to mid-sized business demands can exceed internal resources. Outsourcing to a hosted solution allows SMBs to deploy CRM and accommodate these constraints successfully.
Targeted E-mail: From Spam to Choice, Part 1
January 14, 2003Permission-based e-mail marketing can be a valuable marketing tool if done correctly. But in the war of the email inboxes, there are many issues and considerations to be noted in how this is to be accomplished.
First Look: LaGarde's StoreFront 6.0 e-Business Software
December 11, 2002LaGarde announced the immediate availability of its StoreFront 6.0 e-Business software. StoreFront is designed to offer a secure, sophisticated solution for small businesses to extend their business online with 'Amazon.com-like' Web stores - at a fraction of the cost to deploy and maintain.
Business Intelligence Fresh From the Oven Served Piping Hot
October 30, 2002Successfully emerging from the dot-com bust, Allrecipes of Seattle has become the world's number one food and meal planning site, thanks in part to business intelligence provided by Web analytics solution provider, digiMine.
CRM - A Changing of the Guard: Part 2
October 11, 2002When Kliklok-Woodman International needed to implement a cohesive, integrated CRM tool with only a limited budget available, they chose salesforce.com.
CRM - A Changing of the Guard: Part 1
October 4, 2002In Part 1 of a two-part case study, Bruce McCracken takes a look at the CRM vendor landscape to learn why there has been widespread reporting of CRM deployment nightmares and dissatisfaction, especially with one of the largest CRM players.
CRM - Failed Deployments...Frequent Autopsy Results
September 13, 2002If it's such an important aspect of any business, then why do reports abound with astronomical CRM failure rates? CRM expert Bruce McCracken examines the reasons behind frequent CRM software failure, and explains how companies can better prepare business strategies before purchasing a CRM solution.
Case Study: Raindance Communcations and Salesnet
June 18, 2002When Raindance's business expanded, its senior management recognized the need to improve its current contact management capabilities. They chose Salesnet's sales force automation solution as it offered the exact features and benefits Raindance required from both a sales and marketing perspective.
Performics e-Marketing Suite
June 12, 2002An integrated, ASP-based campaign management solution, Performics gives you the power to reach out to Internet savvy customers with targeted banner ads and e-mail promotions, in an affordable pay-for-performance format.
Japan's CRM Market To Hit $6.8 Billion By 2006
May 30, 2002Japan will rely more on CRM solutions rather than in-house technologies to forge stronger ties with customers.
How Not To Be A Stupid Vendor
May 24, 2002Tech vendors: Do your 'solutions' solve anything -- or do they just create more problems?
A New Marketing Model for IM
May 17, 2002Consumers who use instant messaging are usually farther removed from marketing messages than Web surfers. Learn how 'Neighboring' can bring advertisers and IM'ers closer together.
EPIC FastForward
April 19, 2002It's not enough to launch an e-store and wait for shoppers to empty your shelves. Once you've brought buyers in the door it takes effort to keep them coming back. FastForward's Easy Platform for Integrated Communications is a hosted suite of customer relationship management and marketing campaign applications focused on turning first time buyers into loyal fans.
Review: Island Data Express Response
April 12, 2002Island Data Express Response is an automated customer service solution that reduces your call center burden and can be used to cross-sell and up-sell, identify your best (and worst) customers, and pinpoint untapped revenue opportunities so you can stay one step ahead of the competition.
Asian Banks Not Giving Enough Attention To Online Customers
April 10, 2002Asian Internet users are banking online in record numbers, but many banks are ignoring their best Internet banking customers, said IDC.
Unilever Philippines Goes Live With New CRM Solution
April 3, 2002Unilever Philippines has successfully implemented a standalone CRM solution to help improve its call center capability.
Oracle Launches Development Center In China
March 26, 2002After more than 10 years of continued presence in China, the time is right for Oracle to set up a center to help develop and support its products and services throughout China.
Pivotal Delivers to Bank
March 22, 2002The Bankers Bank selects the Canadian-based CRM provider's contact center solutions.
Online Banking Not That 'Hot'
March 20, 2002Singapore banks' customers prefer an ATM or talk to an office in a branch over Internet banking.
Who's Powering Whom?
March 19, 2002ZAMBA, Ross, Fort Point, Pivotal and Blue Pumpkin land VW, Triangle, Restoration Hardware, Kronos, and Thomas Cook, respectively.
Siebel 7 Expands Product Line
March 18, 2002The e-business app provider adds eMedia 7 and eCommunications 7 for Mobile Carriers to its roster of industry-specific solutions.
CRM: Taking a Cautionary Approach
March 14, 2002Industry experts warn that a prudent approach to CRM could save companies undue hassle.
Confusing the Consumer
March 12, 2002Automakers should be honing their e-initiatives advises research firm Jupiter Media Metrix.
Emagine Customer Software Wins Major Telcos
March 6, 2002Although only a young player, Sydney's Emagine International already has a remarkable offshore presence. Armed with new venture capital finance the company plans to expand in the Asia-Pacific region this year.
Satisfaction: Guaranteed?
February 27, 2002Web Fletcher of Braun Consulting outlines the four steps for moving beyond customer satisfaction to value and profitability.
Pleasing Finicky Consumers Shouldn't Cost an Arm & a Leg
February 26, 2002The needs of online consumers can be met without overdue expenditure alleged a recent study.
Dealing with the Unhappy Customer
February 25, 2002At some point in time each and every business is faced with the opportunity of dealing with an upset customer. It may not seem like an excellent marketing opportunity, but good ISPs are those that listen and learn - and sell.
Simplifying CRM
February 22, 2002Customer relationship management used to be as simple as taking the extra time to learn the names and livelihoods of those who plunked down their hard-earned cash for goods or services rendered. While this attention to detail may seem old-fashioned and inefficient in our cellularly connected, Internet-ready world, the truth is, it worked.
Implementing Multichannel Strategies
February 13, 2002A recent study by the Boston Consulting Group (BCG) advised that e-tailers with both online and offline interests should adopt a multichannel approach.
Navigational Systems Defined by Customer Experience
February 11, 2002Learn how mirroring the customers' experience in the offline world can improve navigational systems on Web sites.
BA Consolidates Disparate Databases Into Single Enterprise-wide Data Warehouse
February 8, 2002By having a single view across each of its transaction with each customer, British Airways will be able to improve its customer service further, increased revenue and reduce costs.
China's Guangzhou Price Control Bureau Revamps Hotline System
February 7, 2002Customers will be pleased with China's Guangzhou Price Control Bureau's new Hotline System because it allows them to retrieve the key information they want easily and efficiently without being on hold or or having fuss about the busy lines anymore.
The Next Generation Customer Communication Platform
February 5, 2002In the not-too-distant future, we will begin seeing unified customer support platforms that allow companies and their customers to communicate seamlessly via the Web, telephone and wireless devices. In this article, we will learn how two evolutionary trends are creating a new generation of unified customer communication platforms.
Fixing Shoddy Online Service Track Records
February 4, 2002Two recent surveys by Jupiter Media Metrix found customer response rates lagging amongst online retailers.
Affordable CRM Solutions Reach the Mid-Market
January 31, 2002In the past costly CRM software was exclusively the domain of large affluent corporations -- now all that seems to have changed.
Not Enough e-Businesses are Customer-Orientated
January 31, 2002Online service and support structures are apparently still taking a backseat as companies struggle to come to terms with the Web.
Case Study: Connecting Students, Teachers, Parents, and Librarians With bigchalk's Timely Newsletters
January 30, 2002Educational information provider creates efficient, high-performance email delivery system with BoldFish's technology.
Dealing With Over-Saturated Consumers
January 25, 2002If online marketing efforts aren't having the desired effect then chances are you've bored or upset your potential customers.
e-Deaths Show Signs of Leveling-off
January 17, 2002Analysts believe that the dot-com crash will slow-down during 2002 and that consumer confidence in the Net will steadily increase.
AT&T to Pay Accenture $2.6B for CRM
January 15, 2002The outsourcing contract is aimed at deploying new automated customer services at a time when Internet-based and even cable telephony services are eating into traditional long-distance revenues.
Converting Searchers to Customers
January 15, 2002Attracting visitors to your Web site is only half the battle. To be victorious, you need to convert search engine users into customers.
Funding News: AllCharge, knoa Software
January 8, 2002AllCharge helps merchants monetize their digital products with a billing system that counts per clicks, downloads, time sessions or per bytes streamed. knoa Software helps train new users of CRM, SFA and other automated sales tools.
Keeping Apace With Online Consumers
December 28, 2001"Customers are getting way ahead of marketers," warns Meta Group analyst Stephen Diorio.
Oracle Small Business Suite Updated
December 28, 2001NetLedger leverages the power of the ASP model to add several features and enhancements to the Oracle Small Business Suite just 6 weeks after the last major update.
Market Research Bears Fruit Online
December 24, 2001Attracted by promises of speed, reach, and significant savings, businesses and corporations are increasingly turning Web-wards to collect consumer opinions and responses.
Carefully Targeted e-Marketing Campaigns
December 20, 2001E-tailers should use e-mail as a means of engendering customer loyalty instead of bringing about consumer annoyance.
Putting the P Into e-CRM
December 18, 2001One of the most overlooked aspects of any CRM strategy is the people on each end of the equation.
Chordiant Names Two To New Posts
December 12, 2001Jeremy Coote and Paul Burrin are expected to keep Chordiant's North America Operations and Marketing divisions harmonious.
Australian e-Tailers Still Wishing For A Merry Christmas
December 3, 2001Christmas time looms close once more, but will consumers fare any better with internet purchases this year? Not that much better, according to a new consumer survey, which shows that only 31 per cent of Australian etail sites delivered goods ordered online on time.
Avoiding the Lime Green Mistake
November 21, 2001Andrea Maywhort of Truis Corporation discusses the different, but equally important, aspects of customer intelligence and customer data, and how interpreting facts from figures impacts the big CRM picture.
Changes for the Better
November 13, 2001According to a recent survey by the Boston Consulting Group (BCG), e-tailers have experienced a consistent rise in conversion rates over the course of the past year.
Getting CRM Right the First Time
November 7, 2001Adam Honig of Akibia Consulting discusses the importance of customized solutions that individually target the unique needs of an enterprise.
Engendering Loyalty
November 2, 2001Relevancy, trust, and responsiveness seemingly rank highly amongst the hierarchy of valued e-commerce assets.
Performance Monitoring
October 24, 2001New tool acts as an invaluable CRM agent as it checks for shopping cart and transaction failures.
Making a Lasting Impression
October 16, 2001It's a well-known fact that first impressions go a long way - more so for a Web site that's trying to aggregate eyeballs and drive traffic.
Condensed Cycles
October 15, 2001Oracle recently unveiled a new application that's designed to shorten product release cycles and enhance CRM functionality.
e-Marketing About-turn
October 15, 2001The Meta Group warned recently that consumers are becoming increasingly desensitised to online marketing efforts, forcing companies to change their e-strategies once again.
When the Relationship Really Pays
October 10, 2001The fallout of the Internet economy is beginning to take its toll. For many, it's now or never in terms of creating a profitable business model. Ouch, to the consumer.
Centerpost Snags $12.5 for Messaging Services
September 27, 2001The new money comes on the heels of recently announced agreements with United Airlines and Travelocity.com to provide both the airline and online travel industries with the Centerpost's travel alert service.
Keeping the Balance
September 25, 2001E-tailers that have customer-retention in mind need to offer a well-balanced online interface.
Developing Cross-Channel Vision
September 24, 2001Brick-and-click companies are starting to face a new breed of client - the cross-channel consumer.
The Business of Customer Intelligence
September 21, 2001Speakers from Business Objects, a Business Intelligence (BI) solutions provider, discussed the importance of Customer Intelligence (CI) in CRM at a function held Wednesday morning.
Case Study: Chicago Sports Venues Dig a Goldmine
September 20, 2001While fans at Chicago's United Center and Comiskey Park scarf down wieners and cheer on their favorite home teams, their arena visit is quietly being enhanced by a workgroup customer relationship management application from FrontRange Solutions.
Customer Retention Without Tears
September 13, 2001A new study examines ways in which e-tailers and online content providers can keep customers satisfied without incurring unnecessary expenses.
Connecting with Customers: Brand Building Strategies for Consumer Goods
September 12, 2001Barbara Tallent of Boldfish discusses methods for establishing relationships with customers via targeted, personalized e-mail communication.
Marketing Trends: Data Marketing
September 10, 2001Dig out hidden relationships in your customers' purchasing habits.
Avoiding CRM Pitfalls
September 7, 2001Two research firms recently suggested ways in which to avoid CRM disasters.
Altiris Releases Three New Product Suites for SMS
September 6, 2001Altiris, Inc. released three new product suites this week that natively extend and enhance Microsoft's Systems Management Server (SMS) functionality. The new Altiris SMS products include Mobile Client for SMS; Unix Client for SMS; and Helpdesk for SMS, the first Web-based helpdesk solution specifically designed for SMS.
How Many Clicks to an Order Form?
August 31, 2001Are you making your customers click though unnecessary pages to get to your order form?
PeopleSoft Completes Cohera Acquisition
August 28, 2001Cash deal adds catalog management and content integration software to Pleasanton, Calif.-based company's CRM platform.
Multi-channel CRM Infrastructure for a 360-degree Customer View
August 24, 2001A complete perspective of customers is critical to unlocking the full potential of CRM systems, and requires diligent planning and execution to be successful. So how can such a series of systems be created and why is it important to do so?
PeopleSoft Scores $10 Million IRS Contract
August 24, 2001Pleasanton, Calif.-based company says its PeopleSoft 8 CRM platform is just the thing the government needed to upgrade its 35-year-old computer system.
Experian Launches CreditExpert.com
August 22, 2001One of the three major national credit bureaus launches its own online site for customers as part of a joint venture.
Case Study: Developer Helps Floral Web Site Bloom
August 21, 2001KaBloom, a Woburn, Mass., florist, wanted to enhance its 1998-era Web site as the centerpiece of a strategy to deliver flowers around the nation and the world. So what did it get by turning to Zengine, a Berkeley, Calif., e-commerce developer?
CRM for Your Site � on the Cheap
August 17, 2001At the health system where I work, one of the first things we do with new residents is put them to bed. That's right. We put these full-fledged-docs-to-be into patient beds and have them go through precisely what every half-robed and apprehensive new patient experiences in the hospital.
Case Study: For Site Upgrade, Sam's Club Stays In-House
August 16, 2001Over the past year the site has undergone weekly updating, using shopper feedback to introduce changes and innovations. And when the time came to go to market with large-scale upgrades, Sam's Club management -- following both Wal-Mart's philosophy and a trend in a time of close-to-the-vest spending on IT upgrades -- turned inward rather than hiring outside developers.
SurfGold Appoints Chinese Reseller For CRM, PRM Solutions
August 16, 2001CRM consultant and solutions provider SurfGold has appointed reseller XVizion, a Hong Kong-based distribution and consultancy firm with presence in China and Taiwan, to mark its entry into the Mainland market.
DMA sets Guidelines for the E-greedy
August 15, 2001To help ensure a pleasant experience for the e-consumer (and profits for the e-tailer), the Direct Marketing Association (DMA) has drafted a set of guidelines they hope e-tailers will follow.
Kindness is the Killer App of CRM
August 14, 2001Customers place no value in the fact that you are using the hottest CRM app, they just want their needs met. In fact, Chuck Sykes believes there is no one CRM solution that can replace a highly trained, technology-enabled person to ensure customer satisfaction.
DIRECTV, eAssist Team On CRM For DSL Customers
August 14, 2001High-speed Internet access provider said it looked south to find the perfect way to keep its service department reps up to speed on customer's needs.
Jackpot.com Reinvents Itself As Vendare Group
August 13, 2001Online site for sweepstakes, promotions and direct marketing services banks on a fresh start by changing its name and dropping its .com.
Yube' Unveils Simple Web Sign-On
August 13, 2001Getting your software in the hands of employees and customers doesn't have to be like pulling teeth says one Santa Clara, Calif.-based company.
My Brand Is Here to Stay
August 7, 2001Despite everything awful in the Internet sector, 11 of the current top 25 brands for customer loyalty are in the Web or telecommunications arena. In this look at what makes customers loyal, Robert Passikoff sings the praises of those companies that are doing something right.
CRM: Creating Relationships on the Fly
August 3, 2001Those who make the best use of their customer data NOW will be the standouts of the future. Don't let a weak CRM strategy leave you behind.
Hosting the Host � Lessons in Outsourcing Customer Care
August 1, 2001Some of the largest consumer-facing companies in the world are looking to solve what we call the "triple whammy" — how to get the best customer support performance, at the best price while treating customers like the world revolves around them.
Majority of Banks Underutilize CRM
August 1, 2001According to a survey conducted by Core Group®, Inc. and sponsored by SEDONA® Corporation, 76 percent of community banks and credit unions are not utilizing the full capabilities of their customer relationship management (CRM) and marketing customer information file (MCIF) systems.
Mix-and-Match CRM
August 1, 2001Quaero SpringBoardSM, an outsourcing service from Quaero, allows companies to create a customized CRM program while avoiding large infrastructure investments.
BroadVision Personalizes Opodo
July 31, 2001Opodo, the site formerly known as Online Travel Portal Limited, will use BroadVision® e-business applications, such as BroadVision One-To-One® Enterprise, for content management and personalized 24/7 service.
Nintendo Plays with Infinium
July 31, 2001Interactive entertainment company Nintendo of America, Inc. has selected the CRM solution from Infinium to drive its Retail Marketing Program.
Customer Retention Can Be Fun
July 30, 2001TruePoints launches turnkey marketing tools designed for customization and integration with a brand's existing online and offline efforts — Real Games, Instant Win, Loyalty and Tell Us.
Channeling for Choice in the 21st Century: Delivering Superior Service to Multiple Touchpoints
July 27, 2001CRM technology is only an enabler. The biggest challenge for companies in the New Economy is to foster a customer service culture across the board, and across every channel they operate.
CustomerLink Drives Toward SoCal Auto Industry Market
July 27, 2001If you live in Southern California and you recently received a "thank you" note from your automotive repair shop, CustomerLink may have had something to do with it.
Daleen Down with OPP
July 26, 2001Daleen Technologies joins the Oracle Partner Program, integrating its comprehensive billing functionalities with the CRM applications of the Oracle E-Business Suite.
Manugistics Finalizes SpaceWorks Purchase
July 26, 2001Supply chain management firm will integrate SpaceWorks' order transaction engine with its own products.
NetGenesis Posts Poor Q2, Cuts More Jobs
July 26, 2001Prodded by poor Q2 results, the Cambridge CRM software maker will lay off 43 employees, or 19 percent of its staff. It's the second round of firings this year.
Xchange Names CEO
July 26, 2001The Boston CRM software firm taps a 20-year industry vet to lead its daily operations.
Sprint Calls on ICT GROUP
July 26, 2001The global communications company signs a 4-year deal with ICT GROUP for contact center assistance.
Delta Brings Contact Center to Santiago
July 25, 2001Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will allow for reservations calls from nine different Latin American countries. This contact center is an addition to the Latin America centers maintained by Delta in Mexico City, Mexico and Rio de Janeiro, Brazil.
Faster Deployment for Blue Martini
July 25, 2001Blue Martini ExpressSM is an all-in-one product that combines software, consulting services, training and support and is designed to help organizations implement Blue Martini eCRM applications within a 30 to 65 day time frame.
Wall Street Access Picks LivePerson for Customer Assistance
July 24, 2001Prestigious investment firm implements live chat system for its online brokerage customers.
FrontRange Solutions Sells One Millionth CRM License
July 23, 2001With e-business longevity few and far between, one million customers can be quite an achievement. Customer relationship management (CRM) applications provider FrontRange Solutions Inc. recently celebrated this distinction with one million combined licenses of its HEAT® and GoldMine® products being sold.
Integration and ROI are Key
July 20, 2001In a June 2001 survey of 250 senior e-business executives, YOUcentric found that integration and return on investment were critical factors in CRM evaluation while low adoption by users and inability to leverage legacy data were cited as the biggest challenges.
Understanding Online Behavior
July 20, 2001Are you losing business because you're not measuring your customers' online behavior? That's what 77 percent of all businesses do, according to a study. Learn how not to fall into this trap.
Hawaiian Airlines Flies with New CRM System
July 19, 2001CHARTER continuumTM from Swallow Information Systems will assist the airline with customer contact unification and reporting, while creating a paperless environment.
mCRM's Future Lies in B2E
July 19, 2001The immediate future for mobile CRM applications lies not in connecting business with consumers, but in connecting employees and their employers, according to research by Datamonitor.
Improve Your Business I.Q. Before You Undermine Your CRM Project
July 18, 2001Dun & Bradstreet's Christopher Lucas and Krishna Chettayar discuss some of the preparation involved prior to successful CRM implementation.
E-CRM for Dummies
July 18, 2001There was no Internet in Harper Lee's time, but her Atticus Finch knew some timeless truths. Take his advice. Stand in your customers' shoes, and take a walk through your Web site.
ZAMBA Reaches for OmniSky CRM Solution
July 17, 2001An announcement today revealed that ZAMBA will provide a method for enabling efficient and effective analysis of information from customer interactions across OmniSky's order management system and contact centers.
Chordiant Launches Selling Director
July 17, 2001Resulting from the purchase of Java server technology provider ActionPoint, Inc., Chordiant Selling Director allows enterprises to produce and quickly deploy engaging Web interactions that are targeted to their customers.
Customer Behavior Continues to Mystify Some Businesses
July 17, 2001Companies considering viral marketing and customer satisfaction when identifying loyal customers can reduce customer acquisition costs by 27 percent and increase average order sizes by up to 60 percent, according to Jupiter Media Metrix. So why aren't they?
Lightbridge Answers Sprint's Call
July 16, 2001The Burlington, Mass., provider of business software to wireless carriers wins a three-year national contract extension from Sprint.
DiData Does German CRM
July 16, 2001Dimension Data's South African i-Commerce division reports that it has completed an e-business customer management solution for German software company, InVision Software AG.
JC Wood Joins Fair, Isaac As VP
July 16, 2001Former Acxiom executive hired to help boost the company's MarketSmart CRM development effort.
Aspect Products Globally Released
July 13, 2001Aspect Communications Corporation has globally released the Aspect® Customer Self-Service (CSS) Feature Pack for the Aspect Contact Server and the company has also made an upgrade to Aspect Call Center software to version 8.0.2.
Calico and Toshiba Collaborate
July 13, 2001The joint effort will result in integrated enterprise resource planning (ERP), supply chain management (SCM) and customer relationship management (CRM) systems that will help manufacturers better maximize their e-business initiatives.
UPS Gets CRM from RMH
July 13, 2001Effective immediately, RMH Teleservices, Inc. has wrapped up a multi-year deal with United Parcel Service, Inc. to deliver inbound customer relationship management (CRM) services.
Floundering CRM
July 13, 2001A recent study by the Gartner Group's CRM research group revealed that only a third of the e-tailers surveyed were deploying a CRM initiative.
Remedy Brings Customer Solutions to eSilicon
July 12, 2001The integrated circuits supplier will utilize the CRM suite from Remedy® Corp. to improve customer response rate while expeditiously anticipating needs and identifying sales opportunities.
Online Consumers Now the Average Consumer
July 12, 2001After years of slowly converging, the profile of the average adult American Internet user looks like the profile of the average American, according to online market research firm InsightExpress.
Six Steps Can Lead to CRM Recovery
July 12, 2001According to a new Peppers and Rogers Group white paper titled, "How To Turn Around Your Stalled CRM Implementation," billions of dollars are being invested in CRM, yet up to 80 percent of the projects fail to deliver expected returns. In the report, the management consulting firm offers six steps to resurrecting a floundering CRM program.
Six Points to Consider Before Buying Your CRM Solution
July 11, 2001Customer relationship management has become a business necessity but how do you find the right solution?
New Thinking About Customer Value Metrics, Part I
July 11, 2001Before implementing a CRM strategy, one must first evaluate and measure the customer lifetime value (CLV). Arthur O'Connor takes a look at how CLV has decreased in relevancy in the hyper-competitive, fast-changing, global electronic marketplace.
Strength in Numbers
July 10, 2001Business Objects Open CRM Partner Initiative is a consortium of application providers, consulting companies and software vendors, bringing a complete CRM solution to their mutual clients.
European Consumers Getting Comfortable with Online Channel
July 10, 2001European consumers have become sophisticated, discriminating and happy to make an independent decision about how to deal with the interactive channel, according to an interactive consumer survey by Datamonitor.
AvantGo Puts CRM in the Hands of Sales Prof'ls
July 9, 2001AvantGo Mobile Sales provides real-time, critical sales information to all of Research In Motion's BlackBerry Wireless HandheldsTM, Microsoft Pocket PC-based and Palm OS-based handheld devices.
Cisco iQ Ecosystem Program Includes Blue Pumpkin
July 9, 2001Blue Pumpkin Director - Enterprise will be part of the program that combines Cisco's expertise and architectures with best-in-class application vendors, systems integrators and consultants to help deliver end-to-end solutions.
Primus Develops Suite for Telecommunications
July 9, 2001Powered by the Primus® Answer Engine and targeted to telecommunications carriers and network service providers, the industry-specific suite brings Web-based CRM via a single knowledge repository.
Billing World Selects Best
July 6, 2001The magazine chooses those who have successfully integrated customer relationship management into the billing industry.
Altitude Links with One on One
July 5, 2001Altitude Software, Inc., creator of the Unified Customer Interaction (uCI) suite, and consulting firm One on One Contact Solutions have signed a co-marketing agreement, allowing both companies to jointly refer their products and services to their respective customers and prospects.
Companies Looking for Help with CRM
July 5, 2001A survey of nearly 300 North American companies by Harte-Hanks found that more than four of five companies are outsourcing the construction or maintenance of at least some part of their CRM solution.
Minacs Drives CRM to General Motors
July 5, 2001General Motors Corporation awards three-year US $62 million contract to Minacs Worldwide for the development of a customer contact center.
Sideware Names Thornton Chairman of the Board
July 5, 2001Former Senior IBM public sector executive increases participation on Sideware board.
Good News, Bad News
July 3, 2001Arthur O'Connor discusses some CRM news highlights — both good and bad.
Merger Complete
July 2, 2001Kana Communications, Inc. and Broadbase Software, Inc. have successfully merged to form KANA.
Skies are Getting Friendlier
July 2, 2001In an industry that is often beleaguered by customer dissatisfaction, NSDI Teleperformance has recognized US Airways for outstanding customer service.
Chain Reaction
June 29, 2001As the mortgage rate decreases, refinancing increases. Consequently, lenders need to work harder to retain and satisfy customers. Interelate's quickly deployed CRM solution was developed to help banks improve customer retention.
IBM Sides with Sideware
June 29, 2001The two companies collaborate on an easily deployed and scalable CRM solution designed to assist companies of all sizes and government agencies.
The Return of Snail Mail
June 28, 2001Direct mail has been determined to be the most effective method for reaching customers, according to a collaborative survey released by Pitney Bowes and management consulting firm Peppers and Rogers Group.
Siebel and Experian Join Forces
June 28, 2001Siebel Systems, an e-business applications provider, and information-solutions company Experian, have joined efforts to produce an integrated suite that will reveal a real-time comprehensive view of customers.
LivePerson Expands Real-Time CRM
June 28, 2001The online communications enabler has released LivePerson Exchange — a suite of four major customer relationship management (CRM) components that build upon LivePerson Corporate.
The Short Ugly Truth About CRM
June 28, 2001Today's full-blown e-CRM systems go way beyond communicating and monitoring. They initiate a series of customer-service actions automatically. So why do e-marketers find their customers defecting to competitors?
Jupiter Predicts Rise in CRM Spending
June 27, 2001Research from Internet analysts Jupiter Media Metrix reveals that 74 percent of businesses will spend more money on CRM infrastructure in 2001 than they did in 2000 — most increasing spending by 25 to 50 percent.
BBDO InterOne Believes in Magic
June 27, 2001One of Germany's leading advertising agencies will deploy Magic eService to provide itself and its customers with totally Web-enabled service centers and to supply additional support to its international accounts.
CRM Investments Coming to the Rescue
June 26, 2001The number of individuals seeking online customer service will jump from 33 million in 2001 to 67 million in 2005, according to Jupiter Media Metrix, but companies seem willing to invest the money needed to meet the demand.
InstantService Recognized
June 26, 2001The live chat ASP gets a "Product of the Year 2000" award from Customer Inter@ction SolutionsTM magazine.
Self-Serve CRM
June 26, 2001A report from Frost & Sullivan focuses on the self-service aspect of CRM since rising costs may present future challenges for contact centers.
Magazine Celebrates 20th Year, First Conference
June 25, 2001Customer Inter@ction Solutions Magazine will launch their first annual Customer Inter@ction SolutionsTM (CIS) Conference and Expo in Atlanta, coinciding with the magazine's 20th anniversary.
SmartDeliverySM Alerts Travelocity Members
June 22, 2001Electronic messaging service from Centerpost delivers critical travel information via wireless devices to Travelocity's registered members.
Q&A with Ian Tavener
June 22, 2001Xchange's Vice President, Asia Pacific, shares some insight with internet.com.
Call Center Magazine Editors Choose Sideware
June 21, 2001Sideware's Enterprise Interaction Suite (EIS) 4.0 receives the Editor's Choice award in the June issue and was recognized for its ability to route calls and online queries into a unified system, allowing customers to access a Web-based knowledge bank.
Hyperion Introduces Suite
June 21, 2001Hyperion eCommerce Analysis Suite® examines data from disparate sources, such as e-commerce transactions and Web-server logs, and produces a multi-dimensional analysis of online buying behavior.
Customer-Compatible
June 21, 2001Many factors come into play when gauging the staying power of an e-tailing venture - though not usually given its due, usability plays a significant role.
The Next Level of CRM?
June 20, 2001Interface Software brings "Relationship Intelligence" to professional firms, allowing for the capture of disparate customer information.
Life On The Edge Economy
June 20, 2001GartnerG2's new report entitled, "The Edge Economy: Give Up Control, Gain Revenue," stresses the growing importance of close customer and supplier relationships. Companies who fail to transition could be gone by 2005.
Who Are Your Best Prospects?
June 20, 2001Resident eCRM expert Arthur O'Connor explains the three basic principles small- and medium-sized business can enact in terms of client intelligence and how they can be used to improve customer retention and satisfaction.
Leveraging Habits
June 19, 2001Understanding the why of online consumer behavior can help you serve effective, targeted online advertising and marketing.
Aspect Makes Changes to Exec Management
June 19, 2001The provider of customer relationship portals creates new role for Rod D. Butters and re-arranges the management structure.
Gartner Survey Reveals CRM Priorities
June 18, 2001Findings of a December 2000 survey indicate that more than half of the retailer respondents rated customer service strategies a high business priority. However, only 34 percent actually deployed any CRM initiatives.
Aspect Communications Partners with eStara
June 18, 2001eStara's sound quality and service model make voice-over-the-Internet implementation easier and affordable for Aspect Web interaction customers.
Excessive Charges
June 15, 2001A new study by Jupiter Media Metrix claims online retailers are putting off consumers with exorbitant shipping and handling charges.
Oracle and Dendrite Prescribe Integrated CRM Solution
June 15, 2001A collaborative effort produces an application designed to enable pharmaceutical companies to seamlessly integrate marketing, sales and customer service activities.
Privacy Remains a Concern for Online Consumers
June 15, 2001Even among experienced Web users, sites that ask for personal information are likely to be abandoned, according to research by SRI.
DACG Takes mySAPTM CRM to School
June 14, 2001DA Consulting Group, Inc., specialists in adult learning solutions for the corporate environment, has released a comprehensive suite of services developed to aid the burgeoning mySAP CRM market.
E-Mail Marketing Grows into Prominent CRM Role
June 14, 2001New report by Aberdeen Group entitled, "E-Mail Marketing: Relevancy, Retention, and ROI" predicts the sector will exceed $1 billion by 2003.
Benefits of CRM Justifying Costs
June 13, 2001CRM spending will increase at a compound annual growth rate of 25 percent, from $61 billion in 2001 to $148 billion in 2005, according to research by IDC, but it remains to be seen if companies are spending it wisely.
IDC Predicts Strong CRM Growth by 2005
June 13, 2001Spending is expected to increase from $61 billion in 2001 to $148 billion in 2005, surpassing overall IT services growth.
ResponseLogic Appoints CTO
June 12, 2001The software firm has tapped John Ching to define the strategic direction of its technology, products and services.
HEALTHvision Sees Value in eCRM
June 12, 2001Internet health services company introduces Web-based program designed to provide interactive tools and components for healthcare organizations.
e-point for the Banking Industry
June 8, 2001The eCRM solution from Point Information Systems, Inc. is adapted to serve the financial sector, enabling banks to identify sales opportunities and limit customer attrition.
Phonetic Systems Adds V.P.s
June 8, 2001The Burlington, Mass., provider of voice-enabled technology names executives to oversee sales and corporate development.
Delano Goes French
June 7, 2001CRM solution provider Delano Technology Corporation selects ALPNET for French localization for two of its products.
Onyx Honors Five for CRM
June 6, 2001Onyx acknowledges five companies that have achieved excellence with their products at the second annual Onyx Customer Achievement Awards.
Gupta Joins CustomerLinx as Chief Revenue Officer
June 6, 2001Industry veteran to also join company's executive management committee.
Getting Started, Part I
June 6, 2001eCRM expert Arthur O'Connor presents the first of three principles underlying the design and launch of the most successful CRM implementations.
PeopleSoft Gambles on Pure Internet Solution
June 6, 2001PeopleSoft 8 CRM, offering pure Internet architecture, embedded analytics and seamless integration of enterprise data and business processes, makes its debut in Las Vegas.
DiData eGains e-Services Ally
June 5, 2001One of Dimension Data's (DiData) key focus areas is the e-services market, the company revealed at a function today, and one of their key partners is eGain, a company that provides CRM and knowledge management tools.
eGain Presents a Solution for an Overflowing Inbox
June 5, 2001eGain Mail Global is a new e-mail management product that provides support for inbound and outbound e-mails in multiple languages.
Blue Martini Puts Macromedia Products on its Tab
June 4, 2001Blue Martini will bundle Macromedia Dreamweaver UltraDev 4 with the Blue Martini 4 eCRM suite, while also providing new development extensions.
PeopleSoft and KPMG Bring CRM to Communications Industry
June 4, 2001Developed by PeopleSoft Inc. and implemented by KPMG Consulting, the new PeopleSoft CRM for Communications will provide a billing integration solution.
Making CRM Work
June 4, 2001Proper Customer Relationship Management is proving crucial to driving successful e-commerce -- nonetheless having the right software isn't enough.
Akibia Opens in Chicago
June 1, 2001The Boston systems integrator, specializing in customer relationship management (CRM) applications, has opens a Midwest hub.
Book Review: Talk Ain't Cheap
June 1, 2001The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management
Metreo Names New VP of Professional Services
June 1, 2001Peter Wong joins supplier response solution company for the manufacturing sector.
Consumer Goods Still Struggling with Online Opportunities
May 31, 2001One of the findings of a recent study examines why consumers do or do not shop online for packaged goods.
Interactive Services
May 31, 2001Provided they are correctly handled, online communities can draw customers, enhance a site's profits and drive e-commerce.
Corechange Picks President
May 31, 2001The Boston maker of software that helps business share online information with employees, customers and suppliers, elevates its COO/CFO.
Michaels New CFO at CustomerLinx
May 31, 2001Assignment is to guide CRM firm through future growth.
Experian� Launches TruvueSM
May 30, 2001The worldwide information solutions company releases its own customer data integration system.
Sitara Networks To Set Up Regional Service Support Center
May 30, 2001QoS networking products provider appoints customer/technical support veteran to head Singapore-based service center.
How to Pick and Use the Right Metrics for CRM, Part II
May 30, 2001eCRM expert Arthur O'Connor concludes his discussion on measuring the economic return of CRM implementation.
Most CRM Projects Remain in Planning Phase
May 29, 2001CRM has moved from concept to reality, but market maturity is still pretty far away, according to a study by The Data Warehousing Institute that found almost three-quarters of companies have not yet deployed a CRM solution, although most plan to do so in the near future.
It Takes a Community
May 29, 2001Compaq adds a community support forum to take advantage of the interactive nature of the Internet.
Unisa to offer Practical CRM Instruction
May 29, 2001The University of South Africa(Unisa) has partnered with FrontRange Solutions to introduce students to the discipline of CRM.
Stream Promotes Executive
May 29, 2001The Canton, Mass., provider of call center outsourcing services, elevates a member of its management team to senior v.p. of North American operations.
NetFlorist, Mother's Day and B2C
May 25, 2001Consumers are beginning to trust the Internet as a viable means of purchasing even perishable goods.
Wireless Check-In for Flights
May 25, 2001Checking onto a Lufthansa flight in Germany just got easier for members of Lufthansa's frequent flier program. The company introduced its m-Barq system last year and has recently enhanced features so that travelers can now use a cell phone to check in.
Get Personal With Your Customers
May 25, 2001You can increase sales by making it easier for your customers to buy from you, and one of the most effective ways to do this is by presenting personalized product recommendations to each of your customers every time they visit your Web site.
New CFO Named Before Kana/Broadbase Merger
May 25, 2001In anticipation of a Kana and Broadbase Software merger, Brett White will be handling the number crunching for the combined company.
Online edu-Incentives
May 24, 2001According to Eduventures.com, offering free Web-based education can drive online sales -- they maintain that education is never out of style, even in the world of e-commerce.
TeaLeaf Looks into the Future with New CEO
May 24, 2001TealLeaf Asks Jeeves for their former executive vice president, Frank Vaculin.
The Past is Prologue for Bear Marketers
May 23, 2001Learning from history as we go forward in the New Economy ...
Online Banking Leads to Higher Customer Satisfaction
May 22, 2001The more consumers use online banking to handle their banking tasks, the more satisfied they are with their bank, according to a study by Gomez, Inc.
CRM Road Trip
May 22, 2001Sponsored by Avaya, 18 cities across North America will host half-day seminars designed to help executives understand CRM and learn how to leverage technology for success in a customer-focused economy.
Building Trust
May 22, 2001Good customer service doesn't stop with e-tailers - according to Jupiter Media Metrix building customer confidence is just as important when it comes to business-to-business.
A Remedy for CRM Confusion
May 22, 2001In an effort to alleviate the confusion that some have about customer relationship management strategies and solutions, Remedy® Corp. launched a new research program with Cambridge University and International Data Corporation to bring clarity to the CRM marketplace.
Brand Web Sites Come Up Short with Many Consumers
May 21, 2001The Web sites of consumer packaged goods brands do a good job of providing contact and basic product information, according to a study by Information Resources, Inc., but the sites are missing opportunities in other areas.
Brand Web Sites Come Up Short with Many Consumers
May 21, 2001The Web sites of consumer packaged goods brands do a good job of providing contact and basic product information, according to a study by Information Resources, Inc., but the sites are missing opportunities in other areas.
Brand Web Sites Come Up Short with Many Consumers
May 21, 2001The Web sites of consumer packaged goods brands do a good job of providing contact and basic product information, according to a study by Information Resources, Inc., but the sites are missing opportunities in other areas.
Sony Online Entertainment Plays Well With Kana
May 21, 2001Since deploying the CRM solutions from Kana Communications, Inc. a year ago, Sony Online Entertainment has seen a dramatic improvement in their customer service functions and practices.
B2B Firms Failing at Customer Service
May 18, 2001Companies in the B2B market are missing basic customer service capabilities that can drastically improve online customer relationships and build trust, according to research by Jupiter Media Metrix.
Valuable Consumers Demand Personalization
May 18, 2001Online purchasers are more likely to spend at Web sites offering personalization, according to survey by Cyber Dialogue, but research by Cahners In-Stat found a low adoption of personlization technologies.
IT Customer Loyalty, Satisfaction Increasing
May 17, 2001Customer loyalty and satisfaction are on the rise in the IT market, according to NFO Prognostics, and this is good news for companies on the receiving end of the loyalty as budgets tighten.
Bringing Salesmanship to the Web
May 10, 2001E-commerce may be skyrocketing, but that's not much consolation to the 80% of companies on the Web that are still losing money. One of the stumbling blocks to successful closure of Web sales is customer service. We have some tips to help in that regard.
BEING Your Customer... Gift or Acquired Habit?
May 9, 2001The bigger my site gets, the more I realize how easy it is to lose track of the customer. I used to answer all my own e-mail. Sadly, that's impossible now.
CRM Adoption Continues at an Aggressive Pace
May 8, 2001Maybe it was all the bad publicity surrounding poor customer service, or maybe it's a step toward profitability. But whatever the reason, eMarketer found spending on CRM applications will grow to $10.4 billion by the end of 2001.
Customer Support... The Main Ingredient
May 4, 2001When you made the leap into ecommerce, did you realize the importance of providing top notch customer service, satisfaction, and support? These factors, and your ability to deliver them rapidly and efficiently, directly impact your credibility and ultimately your success.
CRM: A Way of Thinking About Customers
May 4, 2001Marketers have many ways to influence customers' purchasing behavior and decisions. They start with advertising aimed at acquiring new customers and continue through sales and customer service that generate repeat orders. Until recently, it was normal for many of these functions to be performed by a company's different departments, which did not act as a unified team.
E-Mail Drops the Ball as a Customer Service Tool
April 30, 2001Poor e-mail customer service is driving up the costs of customer service for companies and is alienating customers, according to research by Jupiter. And for once, the online retailers aren't entirely to blame.
The ABCs of CRM: One Size Does Not Fit All
April 30, 2001Numerous factors go into a successful corporate deployment of a customer relationship management suite of applications, according to newest InfoWorld survey.
Sun and PeopleSoft Partner on CRM
April 26, 2001Sun Microsystems and PeopleSoft have announced a strategic alliance to deliver scalable, Internet-ready CRM solutions targeted at the communications and brokerage industries.
Maintaining Online Profitability
April 26, 2001According to the Boston Consulting Group (BCG) e-tailers are risking their profitability by not effectively responding to customer demands -- as a solution it suggests a five-pronged approach.
In Depth: Customer Service and the Cone of Silence
April 24, 2001Just one awful e-commerce experience can thoroughly poison those who don't yet have a computer and have never personally executed an e-commerce transaction, but who had wanted to do so.
Jeff McDermott Addresses Venture Capitalists
April 24, 2001CustomerLinx Corp. president and CEO speaks at annual Harvard Business School Club of Atlanta New Economy Conference
The Golden Rules of Customer Service
April 11, 2001Everything I know about customer service I learned from working at McDonald's as a teenager. Hard to believe, but true! In this day of highly competitive cyber business, the companies that will succeed will be those that offer superior customer service.
Getting e-Together
March 30, 2001A Boston Consulting Group report indicates that consumers are more likely to patronize an offline store with an online component.
Volkswagen Goes Full Throttle with Vignette for Customer-Driven Web Sites
March 27, 2001Volkswagen's deployment of Vignette Internet applications began at the popular Autostadt ("Auto City"), which went live with an intranet and extranet in April 2000. The car distribution center will use Vignette applications as a notification tool for customers.
IntraNet Solutions Speaks Natural Language
March 27, 2001IntraNet Solutions will co-market LexiQuest's natural language search technology with its Xpedio Content Management system. The technology will enable IntraNet Solutions' customers worldwide to perform natural language search queries on their Xpedio-powered business Web sites.
Successful E-business? Few Have Achieved It, But Everyone Can
March 27, 2001The dot-coms have showed that to achieve 'success' in the online retail world only two things really matter: managing customers properly and getting the branding right.
Are Your Customers Getting the Service They Deserve?
March 26, 2001An easy-to-use automated information system can provide a free service to your customers while at the same time attracting new and repeat business.
GE Global eXchange, 2Way Form Alliance
March 23, 2001Firms aim to provide software solution to allow companies to integrate online customer, partner and employee feedback into enterprise systems.
What is Best for Your Customers?
March 22, 2001Six steps to ensure that customer service is a priority for your company, regardless of what business you are in.
Take My Purchase, Please
March 19, 2001If your customers are abandoning the shopping cart before completing the transaction, it could be that your return policy does not make them feel comfortable about purchasing from your site.
TripleHop's CRM Tools Attract $3.5 Million
March 19, 2001Personalization software that helps companies build customer relationship databases among the draws on this funding round.
Getting Real CRM Value
March 15, 2001Many flailing dot-coms are looking to CRM software to build customer loyalty, forgetting that technology alone isn't enough.
An eCRM Wish List
January 2, 2001A recent web forum discussion involved possible eCRM solutions.
Astute Releases New Modules For PowerCenter eCRM Solution
December 15, 2000The new modules expand Internet and telephony capabilities that enhance the multi-channel customer contact management and reporting system.
BrainTech To Provide Manufacturing With e-Customer Support
December 14, 2000The firm signs an agreement with Sideware Systems on "just-in-time" Internet support for the manufacturing industry.
BroadVision and Chordiant Form Global Partnership
December 14, 2000The firms partner to develop an integrated contact center solution. Andersen Consulting will be first to deploy it.
InstantService.com Says Pacific WebWorks' Customer Satisfaction Soars
December 14, 2000Pacific WebWorks says it has seen a dramatic increase in customer service abilities after deploying InstantService's live human interaction eCRM communication technology.
LifeFX's Life-Like Virtual Humans Debut In Email, Heading For CRM
December 14, 2000LifeFX Facemail enables users to experience a more human and engaging means of communication. In the future, it will help personalize customer-managed relationships.
CRM: Accelerate Customer Relationships to Build Retention and Profitability
December 13, 2000World-renowned customer relationship management expert to present at CRM 2001.
Protagona Worldwide, AIM Partner On Effective CRM
December 13, 2000AIM will apply its strategic marketing, analytical and technological expertise to Protagona's campaign management technology-providing the crucial link between marketing, sales and IT functions to ensure successful CRM.
Selectica and KPMG Consulting Form an Alliance to Deliver Comprehensive eCRM Solutions
December 13, 2000The alliance represents a stronger commitment on behalf of these two e-business leaders to work together.
Reflect.com To Leverage comScore Networks' 360-Degree View
December 13, 2000comScore's Customer Knowledge Platform helps beauty site make informed marketing decisions that will increase e-commerce revenue.
CRM@Aberdeen Research Service Examines Customer Relationship Management (CRM) Market
December 13, 2000Aberdeen Group launches full-service CRM research offering.
Frost & Sullivan's Second Annual CRM Conference & Exhibition In January
December 13, 2000Incorporating strategies from Cisco, Microsoft, Dow Corning and Palm to be recommended.
Traditional and Non-Traditional Vendors Vie for CRM Domination
December 13, 2000The race to dominate the Customer Relationship Management market is rapidly heating up, according to Cahners In-Stat Group.
Vertical Alliance Announces 21 Best-Of-Breed Solution Providers
December 13, 2000Vertical Alliance, Inc., an emerging provider of integrated Customer Relationship Management and eCommerce software products, recently announced 21 best-of-breed solution providers as charter members of their Vertical Solutions Partner program.
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