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Robyn Greenspan

Perceptions of Trust

Research reveals that a distinct gap exists between U.S. businesses and consumers regarding issues of privacy, trust, and how personal data is handled.

Moderate, Steady CRM Growth Through 2006

Despite increases in CRM spending, customer service in the government sector could stand improvement.

E-Bank Customers Less Satisfied

Online banks that adopt customer satisfaction strategies are likely to see a return on the investment.

Customer Service Lags, CRM Spending Expectations High

Online customer service has not met expectations, but projections of increased CRM spending through 2003 may aid the market — and ultimately, the customers.

License To Waste

Nearly half of the CRM software licenses that were bought to improve the consumer experience are languishing on shelves — unused.

SMBs Adopt Automation Apps

Small- and medium-sized American companies spent more than $1.3 billion in the last year on software that automates SFA, CRM, ERP, and SCM functions.

E-Shopping Around the World

The news is optimistic but the e-commerce industry needs to address security concerns, an annual global report finds.

CRM Needs a Team to Succeed

With increasing demands from customers for real-time service, employee adoption and enterprise-wide strategies take on increasing importance.

To CRM or Not CRM?

By definition, CRM is open to interpretation but professionals will agree that satisfying customers is paramount.

CRM Spending on the Upswing

Dataquest found significant industry growth but a TDWI study revealed that almost three-quarters of companies have not yet deployed a CRM solution.

Customer Service is Key to Travelers

The travel industry is going to have to step up its customer service efforts to regain consumer trust, according to a survey from Jupiter Media Metrix.

Freedom from Too Many Choices

Online shoppers are often presented with so many buying decisions they are likely to purchase nothing at all rather than exert the brainpower; a head-spinning assortment of products can defeat the purpose of online shopping convenience.

Tipper Tie and Canada Post Get Honored

The companies receive CRM Excellence Awards from Gartner.

Is Your Collected Data Collecting Dust?

Begin by applying your gathered customer information toward producing multiple targeted newsletters.

Report: Deployments of Significance

Aberdeen Group releases "What Works: Ten Significant CRM Implementations of 2001."

No Comment?

Instituting creative methods that make it easy, and worthwhile, for customers to comment on service will help you increase satisfaction, build relationships, and improve the experience at your e-commerce site.

Conversations with Customers

While most e-businesses have finally realized how important it is to cultivate relationships with customers, few have actually engaged in reciprocal dialog with shoppers.

Support.com Goes to the Web

The automated support provider releases its Internet-based solution, Satisfaction Suite.

E-Mail Enhances Education

Open University, Britain's largest academic institution, will improve communication with its 150,000 online students through Silicon Valley-based CRM provider KANA's Response.

Salesforce.com Keeps Busy

The San Francisco-based CRM solution provider has been hard at work with new releases and strategic alliances while still having time to pull together a star-studded benefit concert at New York's Carnegie Hall.

Washington State Automates

Washington-based SafeHarbor Technology Corporation will provide Web-based customer support services to a number of its home state's digital government initiatives.

More Than Human

Unless your live chat function is monitored 24/7, you'll need some electronic components to satisfy customers around the clock. This product incorporates live chat with e-mail, FAQ and document management tools, allowing customers to find information quickly - whether your chat operators are on duty or not.

Pivotal Rings in Bell

Former Siebel "MVP" Melanie Bell lands senior vice president post at the Canada-based CRM solutions provider.

ISM's Top 30 CRM Products Announced

The consulting firm used DCI's CRM Conference & Exposition in Chicago as a platform to honor the winners of the Top 30 CRM software packages for 2002.

eConvergent Solution Emerges

The Pleasanton, Calif. CRM infrastructure firm releases eMerge — an enterprise integration platform that connects disparate customer data and presents a unified real-time view.

Siebel Courts Retail with eConsumer Goods 7

The comprehensive industry-specific solution was designed to meet the diverse and complex sales, marketing and customer services needs of manufacturers of non-durable and durable packaged goods, as well as consumer electronics and appliances.

Arcidea Buys IT Factory Assets

The recently launched CRM firm acquires IT Factory's Atlanta and Cincinnati operations, the former offices of Synergistics, along with the Prevail and Authoriti products.

Leading Call Center Mag Names Best 2001 Products

Customer Inter@ction SolutionsTM magazine chooses the best-in-class apps that receive 2001 Product of the Year awards.

Payless Steps into Improved Service

Solutions from i2 Technologies help the North American footwear retailer manage inventory and quickly adapt to changing customer demand.

Onyx Bites into Delta Dental

The CRM provider adds Delta Dental Plans of California, New York, Pennsylvania and affiliates to a growing list of healthcare customers that includes The Regence Group, Sierra Health Services, Inc., and Neighborhood Health Plan (NHP).

Applix Names Neil Follett

Former founder of the Compact Group and Baan exec will manage European operations for the CRM provider.

Study Outlines Successful CRM Process

Research and benchmarking firm Best Practices, LLC's new study, "Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation," reveals the tools and processes that world-class companies use to retain current clients, increase per-customer revenue and extend the longevity of customer relationships.

New CRM Firm Launches

Arcidea will initially focus on small- to medium-sized businesses within five vertical markets — manufacturing, medical supply, energy, financial services, and transportation.

The Patient CRM Strategy

Sites that ask for too much personal information at once run the risk of alienating customers, putting e-business in a Catch-22 situation: how do you get the data to better serve your customers if they are unwilling to provide it? Here are some methods for aggregating customer data slowly and effectively.

Casinos Deal New CRM Program

Park Place Entertainment Corporation hopes to hit the jackpot with Park Place Connection — a loyalty program that links and aggregates points from all five of its Las Vegas casinos.

SPSS Enhances Data Mining App

The Chicago-based CRM provider unleashes Clementine 6.5 -- a new and improved, enterprise-strength, interactive data mining workbench.

Seeing CRM Success

"Creating a CRM Vision" from Gartner indicates that companies who aim to be successful in CRM must adopt an image of what a customer-centric enterprise looks and feels like.

Seagram Puts CentrPort on its Tab

The Spirits And Wine Group will power its Tequila Don Julio brand with an opt-in sweepstakes promotion from CentrPort, Inc. The intent behind the initiative is to enable Seagram to maximize its marketing programs, raise brand awareness and forge consumer relationships.

One Moment, Please

noHold's Instant Support can present a viable 24/7 alternative to heavily staffed call centers. The product allows customers to find immediate and accurate solutions to problems and answers to questions, thereby attaining satisfaction quickly and increasing your return on investment.

Adding Animated Agents

Technology from Headpedal provides the "face" for face-to-face customer relationships while reducing support costs and improving satisfaction.

Aberdeen Looks at What's Next

The market analysis firm reviews some of the advances in CRM software and methods, and outlines the evolution of business solutions in the report "What's Next in CRM: The Learning Relationship."

E.piphany Scores Big Retailers

The company's CRM solutions will rev up Harley-Davidson's contact center and outfit the Burlington Coat Factory in improved customer service.

Fujitsu Subsidiary Deploys Salesforce.com

Fujitsu Computer Products of America, Inc., a subsidiary of Japan's Fujitsu Limited and a supplier of hard drives and computer peripherals, has deployed salesforce.com's online CRM solution to enhance collaboration with its U.S. distributors and channel partner customers.

Asked and Answered

Getting customers involved through interactive elements is an effective method for cultivating relationships while also garnering critical feedback from your visitors.

The Only Way Is Up

A new Aberdeen Group report predicts that CRM revenues will increase at a compound annual growth rate (CAGR) of 19.9 percent over the next five years — from $13.45 billion in 2001 to $27.76 billion in 2005.

CRM Crystal Ball

"Top CRM Trends for 2002" outlines what Braun Consulting believes are the 11 most important elements based on the current economic environment and the industry momentum carrying into the latter part of 2001.

CRM in One Step

Increasing emphasis on CRM issues necessitates that all e-commerce sites have effective methods for customer satisfaction. Toll-free numbers and quick response e-mail are effective for the shoppers that have a few extra minutes to wait for information but many of your site visitors will prefer self-service solutions.

Four Guiding Principles

"Getting Started with CRM" from Unisys Corp. outlines the four key principles that manifest themselves in many CRM projects and initiatives.

Miller Time for Virtual Brewmaster

Bill the Brewmaster, a vRep from NativeMinds, will be tending the pages at Miller Brewing Company's Web site, providing online customer service and answers to visitors' questions.

Nashville Adopts CRM Strategy

Combined solution from Pivotal and Link2Gov allows citizens and businesses to efficiently complete transactions with Metropolitan Nashville Government and Davidson County over the Internet or telephone.

Innovation Not Required

First time site visitors should be as comfortable as loyal repeaters, relying on simple and intuitive navigation for an optimal experience. Here are five suggestions for making your e-commerce site user friendly.

Social Services Value CRM Too

New Hampshire Department of Health and Human Services utilizes solutions from Seneca Corporation to improve its customer service satisfaction through more effective call management and knowledgebase systems.

New Offering from PwC Division Touts Consistent CRM

PwC ConsultingTM, a division of financial services organization PricewaterhouseCoopers, has released CRM ACCEL — a complete multi-channel CRM program designed to help companies reduce the cost of serving customers while increasing revenue.

360� in Vegas

Customer 360° Conference & Expo Fall 2001 is scheduled for November 12-15, 2001 in Las Vegas, Nevada and was developed to deliver essential strategic information and tactical best practices to help business and information technology managers transform their companies into customer-centric organizations.

Nostalgic Technology

While e-business technology tries very hard to replicate the personal assistance that the corner hardware store can offer it is still very difficult to provide a human touch on the Internet. WiseUncle Advisor may deliver the happy medium, combining the best of old fashioned retailing with 21st century e-tailing.

Siebel Solidifies CRM with 7

Introducing Siebel 7 — a fully integrated suite of applications for customer relationship management (CRM), partner relationship management (PRM) and employee relationship management (ERM).

A Week of Recognition

Customer service representatives, who are often on the receiving end of consumer dissatisfaction, now get the respect they deserve. The first week of October signifies National Customer Service Week -- a time devoted to recognizing the importance of customer service professionals.

Knowing When to Say, "Goodbye"

While no e-tailer likes to disappoint customers, there are some that may just not be worth keeping. The lengths you want to go to satisfy customers should be evaluated by return on investment, with a good measure of your personal beliefs and professional integrity thrown in.

Forbes.com Deploys PurpleCRM

The online component to the business magazine will power its sales force automation (SFA) with PurpleCRM — a product that capitalizes on the familiarity of Outlook.

Artificial Help Wanted

If you want to try employing workers of the non-biological variety, Zabaware's Ultra Hal Representative could be an inexpensive and viable option. The bot may not answer every support question correctly but he may have a future in stand-up comedy.

Mea Culpa

With all the thousands of details swirling around an e-commerce site, there are bound to be mistakes -- sometimes at the customers' expense.

Batteries Not Included

Customer satisfaction includes avoiding customer disappointment. When designing your product catalog pages on your Web site, take extra care to reveal any supplemental items, hidden or unexpected charges and incurred fees that go along with your products.

Finding Out Who Buys 11 CDs for a Penny

The CRM solutions from Coremetrics will help entertainment club giant Columbia House determine whether you should get the Sisqo or Sinatra CD.

Eight Secrets for Successful e-Service

According to a white paper titled, "The Insider's Guide to Customer Service on the Web," companies that don't develop effective customer relationship management (CRM) strategies can wind up spending up to 20 times more per incident than competitors.

How to Scare Away Customers

Got too many visitors? Profits climbing? Becoming too successful? Have way too much money? If so, here are some techniques for driving away business.

Automation Without Aggravation

The goal of successful technology implementation is to systemize as much as possible while maintaining the flexibility of personalized human interaction. Often, it is the coupling of automation and humanization that brings about the most customer satisfaction. However, that is easier typed than deployed.

Turning Problems into Profits

Here are four simple techniques to ensure that customer complaints are satisfied and not exacerbated.

The Internet is Still Cool

FORTUNE magazine names two CRM enablers to its list of "Cool Companies of 2001."

E-Commerce Calling

Internet communication technology is revolutionary and does have a rightful place but sometimes a customer doesn't need to be "dazzled," just contacted. Take a moment to call one of your customers.

CRM on Sale

Digital marketing provider ResponseLogic, Inc. will offer version 2.0 of its ADAPTe solution to mid-sized businesses for $25,000 until June 30, 2001.

PricewaterhouseCoopers Forms Strategic Alliance with ATG

The professional services giant and the customer management solutions provider forge an alliance focused on supplying Global 2000 companies with CRM across multiple channels.

Participation Has Rewards

Best Practices, LLC is offering free white papers from its Customer Relationship Management (CRM) research for prospective sponsors of the company's upcoming consortium study, "Customer Relationship Management: Building the Customer-Centric Organization."

Points for Loyalty

Why rely on some rewards portal when you can start your own incentive program for loyal customers?

Get an A in eCRM

With the addition of a new certificate program for the Fall, the "e" in eCRM could stand for "education" at Cal State Fullerton.

Before The Final Click

On the Internet, it's common knowledge you're paying for convenience. But your customers don't want to feel ripped off by having to pay more only to be inconvenienced by an excessively long shipping time. So, there are certain features that your site should have to please impatient shoppers. Here are some key points to keep in mind when developing your site.

Have You Hugged a Customer Today?

With simple expressions of appreciation, you can convert a one-time customer to a long-term loyal shopper.

CRMS Expo - Many Solutions, Fewer Vendors

The 2nd Annual Customer Relationship Management Solutions Conference and Exposition, held May 1-3 at the Jacob Javits Convention Center in New York featured some of the key CRM players, but not many others.

TouchScape Scores Touchdown

The San Francisco Giants will be utilizing the customized e-mail marketing and relationship management solutions of TouchScape Corp. in an effort to increase loyalty and sales among their fans and customer base.

Broadbase Gives CRM Direction to randmcnally.com

Customer-focused solutions provider Broadbase Software, Inc. will be mapping the way for the visitors of randmcnally.com, the online component of Rand McNally & Company.

The Latest Gossip on Vignette and E! Online

The content management supplier and the entertainment news and celebrity gossip Web site take starring roles.

eSupportNow Brings its eSP Platform to FairMarket

The implementation of a hosted e-mail response solution provided by eSupportNow's eSP Platform will allow for a centralized and prioritized knowledgebase with integrated business rules for FairMarket's clients.

Cross-Channel CRM Continuity

Some common mistakes that businesses make when their customer service isn't integrated across all channels and how to avoid them.

CRM Helper

Quaero CM Advisor™, a three-week campaign management software selection service, enables marketing and technology executives to make efficient and informed decisions before heavily investing in campaign management tools.

Oracle's Innovation Allows for Global CRM in 90 Days

In a press conference titled, "Winning the War on Complexity" Oracle's Larry Ellison outlined the needs for infrastructure simplification to achieve maximum return on investment.

Financial Institutions Bank on eCRM Solutions from eSupportNow

eSupportNow's Retail Banking Solutions will enable retail financial institutions to establish, maintain and maximize long-term profitable relationships with consumer and small business customers who utilize the Internet.

Know Your Customers

Determining the unique path that every visitor takes to your door will help you to continually refine your marketing programs to target the proper audience.

BEA Teams with Peppers and Rogers Group for CRM Strategy Workshop

The five-day executive-level program is designed to assist BEA customers in jumpstarting their customer relationship management objectives.

Boomerang Merchandise

Your return policy may help motivate your customers to come back instead of your products.

Personify Secures $20 Million

The provider of CRM software that converts interactive data into behavioral profiles gets financing for its flagship product -- Personify CI™.

Quantum Chooses a Bright CRM Solution from Broad Daylight

The data protection provider is open to using Broad Daylight's Broad Mind technology.

Oncontact Releases CMS 5.0

The award-winning software company introduces their newly enhanced CRM solution.

Virtual Salesforce

More helpful than a FAQ and less intrusive than commission-based salespeople, Groopz combines the best features of old CRM with new CRM.

Clarent Brings a New Voice to Oracle

Oracle's Service Delivery Platform (SDP) software integrates into Clarent's software-driven Voice over IP (VoIP) communications platform.

Netcentives is Petco's Best Friend

Millions of personalized e-mails will be delivered monthly to Petco's online and offline customers through a marketing campaign designed by Netcentives.

Onyx Delivers CRM Services to Airborne Express

The air express distribution service takes Onyx as a partner in an effort to gain critical market share from rivals.

The Lesser of Two Evils

Could it be back to the future where employees are willing to work for stock options? Thirty-six percent of the workforce at Acxiom® Corporation voluntarily participated in a unique cost-saving operation -- pay cuts in exchange for stock options -- thereby hoping to prevent future layoffs.

ATG Tags 12 Percent in Layoffs

Provider of Java-based CRM software solutions institutes cost-cutting measures

Aberdeen's CRM Top Ten

Market analysis and positioning services firm, Aberdeen Group, releases report, "What Works: Ten Significant CRM Implementations of 2000."

Vignette Hitches a Ride with DaimlerChrysler

CRM solutions provider Vignette powers the automobile giant's global road trip on the Web.

How 'bout a Little Good News?

eCRM provider CustomerLinx manages to secure $6 million even while most venture capitalists are keeping a low profile these days.

CRM Technology Shouldn't Be an Impulse-Buy -- Even When Heavily Discounted

META Group predicts that deferred purchasing of CRM solutions could produce deep discounts. However, businesses should still make rational decisions about CRM strategy and not be influenced by the reduced costs.

Get Out Your Yardsticks -- A New Report Shows How to Measure CRM

Contrary to analysts' beliefs that CRM cannot or should not be measured, a report from Meridien Research shows how it could be done.

The Customer is Always ... Important

The customer is always right -- the right component for e-biz success, that is. Here are three suggestions for improving the telephone relationship with your shoppers.

Feedback Without the Bite

Customer feedback need not be painful -- it can often produce commentary on how well your site is performing.

NetGenesis Begins Year with Lower Revenues

2001 showed great promise when this provider of E-Metrics Solutions was added to the Forbes Top 100 Growth Tech Companies list.

Company Hopes to Remedy First Quarter Losses

CRM supplier Remedy Corporations first quarter announcement reflects a slowing economy and delayed IT spending.

Company Hopes to Remedy First Quarter Losses

CRM supplier Remedy Corporation's first quarter announcement reflects a slowing economy and delayed IT spending.

Could CRM Provide the Solution to the Economic Downturn?

"CRM in a Down Economy" by Peppers and Rogers Group states that the future may rest on how well customers are treated.

Nominations Announced for the First AIM/Unica Personalization Excellence Awards

The award will honor companies making the biggest strides in implementing personalized marketing and services for their customers through their ongoing relationships with them.

Quadstone Increases CRM Connectivity with New Connector Program

The Quadstone System adds value with the Connector Program -- a number of dedicated interfaces that extend its open systems approach, allowing for more specific integration.

The Multi-Layered CRM Solution from Teradata and BroadVision

The coupling of BroadVision with Teradata's E-Business Analytics suite allows for increased personalization through information gathering.

Commence Produces Fast Start Program for Business Partners

The objective of the Fast Start Program is to enable Commence Business Partners a range of tools for customized CRM solutions.

Andersen Study Says CRM is More Important This Year

An increasing number of companies are placing more emphasis on customer relationship management this year as compared to last year.

New ChatSpace Release Offers Multi-Language, Multi-Device Communities

Community Server 2.1 Intelligent Access System (IAS) allows users to chat unencumbered by platform contingencies and language barriers, allowing for broader usage and easier deployment.

KnightRidder.com OutSmarts the Competition with a SmartSales Solution

The local information and services network has chosen OutSmart to provide increased CRM functionality.

You Talkin' to Me? Global Beach and Dejima Partner to Develop Natural Language CRM Interfaces

The alliance hopes to create enhanced user experiences for software, CRM and in-car telematic systems.

1,000 Live People Can't Be Wrong

LivePerson registers 1,000 paying customers for its HumanClick eCRM product line since the January 2001 launch.

Why Wait? Convergys Strikes Alliance RightNow

Convergys licenses RightNow's patent-pending Web-based knowledge management to enhance customer experience even further.

What Customers Taught E-Business

If e-biz wants to evolve and flourish, it better pay attention to what customers are saying.

The Power of Three: Oracle Partners with Cisco and EMC

Oracle chooses two hardware partners in an effort to create more complete eCRM solutions.

In Any Language, Banter Means Customer Care

The newest release of Banter's Relationship Modeling Engine brings multiple language support.

To CRM or eCRM?

A recent study analyzes how organizations are approaching their customer-centric initiatives with respect to traditional business and e-business environments.

ACE*COMM and Portal Form Comprehensive Billing And CRM Alliance

Two industry leaders integrate their technologies to enhance the scope of their offerings to this marketplace.

SCT's iProcess.sct Offers Enhanced Industry-Specific eCRM Functions

The food and beverage, chemical, pharmaceutical, consumer packaged goods, biotechnology and related process industries will benefit from the newest eCRM components of the iProcess.sct solution.

Multiactive Entices BlackBerry

Entice! software, a Multiactive product that provides mobile commerce and CRM tools, can integrate seamlessly with the BlackBerry, allowing businesspeople to directly access and update customer information in a corporate database from anywhere in real-time.

A View from a Shopping Cart

These 10 secrets to shopping cart satisfaction can enhance a customer's overall experience at your site.

Outpost.com Adds iCommunicate.NET to an Already Successful CRM Function

The consumer technology e-tailer brings customer-centric enhancements to its superstore via iCommunicate.NET.

Talisma's Integrated eCRM Solution

The launch of Talisma's next generation eCRM Suite integrates service, sales and marketing capabilities for a complete customer interaction viewpoint.

Chordiant and Verbind Join to Prevent Customer Attrition

Verbind and Chordiant hope to provide increased functionality while monitoring data that identifies potentially outbound customers. The end result will be to interact with customers in a more personalized manner while implementing retention campaigns.

Caring for Customers Electronically

The poor customer service conditions that exist in brick-and-mortar could spell failure to an e-commerce site. Fortunately, the e-tailing community realized rather quickly that customer relationship management policies needed to be improved.

CRM Software Market Should be Seeing Double in the Next Five Years

The growing number of small-to-mid sized e-businesses results in an increased reliance on CRM solutions.

8 Convenience Factors

Consumers are forsaking the mall where parking spots are scarce and crowds are plentiful in favor of shopping from the comfort of their robe and slippers.

Salesforce.com Announces First Online CRM Service

This breakthrough Web-based app includes Best of Breed Sales Force Automation, Customer Support Management and Marketing Automation Components.

Interaction = Satisfaction

Implementing live online chat can increase sales and satisfaction as it positions you ahead of the competition.

9 Navigational Steps

If customers can't easily locate items and proceed through check out quickly, your profits and traffic could get lost too.

Feeling E-Bandoned?

Have you been wandering the aisles of your e-store only to find wayward carts, spilling over with unpurchased goods?

Beyond Basic Customer Service

Does your customer support policy emphasize "answers" or "solutions?" Evaluate whether your e-business satisifies customers on a technical level or an emotional one.

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