News: January 2003

SAP Posts Strong Gains in Ambivalent Market

January 30, 2003

SAP continues to lead, and even grow were competitors are losing ground, but SAP hedges its bets on a recovery by planning for 'modest' revenue growth and continued cost containment.

Customer Service: Admit You Have a Problem

January 29, 2003

How companies resolve (or don't resolve) customer complaints can be a strong indicator of why there are complaints in the first place.

WebTrends Unites ASP and Software Versions

January 29, 2003

In WebTrends Reporting Series 6.0, NetIQ moves its hosted and software Web analytics products to a common code architecture, combines the advanced features of the software product with the convenience of hosted service.

IBM, Siebel Broaden Relationship

January 28, 2003

The firms, whose alliance goes back to 1999, pair flagship software products to lure enterprise customers.

Outsourcing CRM to Hosted Service Providers Enables SMBs

January 24, 2003

With 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.

Breaking Up the Corporate IT Monopoly, Part 2

January 23, 2003

Something's happening to the techies slaving away in your IT department. They're disappearing. Part two of a three part series.

Microsoft CRM Arrives

January 22, 2003

The much-anticipated customer relationship management product is now available in North America.

What Happened to Customer Service?

January 15, 2003

Jeremy Lockhorn wants to know: Is it just him, or have most companies totally forgotten the importance of customer service?

E.piphany Strikes Deals With IBM and BEA Systems

January 14, 2003

The CRM software provider announces that it will integrate BEA Systems WebLogic and IBM's WebSphere application servers into the E.piphany E.6 platform.

Targeted E-mail: From Spam to Choice, Part 1

January 14, 2003

Permission-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.

News Server Glitch Angers AOL Customers

January 14, 2003

EXCLUSIVE: A propagation problem which prevented AOL customers from broadcasting messages to the wider USENET community for more than a week has led many customers to question AOL's much vaunted customer service.

Follow That Customer

January 10, 2003

In this economy, no one can afford to let a customer get away.

Breaking Up the Corporate IT Monopoly, Part 1

January 8, 2003

Something's happening to the techies slaving away in your IT department. They're disappearing. Part one of a three part series.

Does a Perfect Web Metrics Tool Exist?, Part 3

January 8, 2003

Deciding what application to use to crunch your numbers is nearly as mind-boggling as the data itself. Which tools work for marketers? Which don't? Part three of a three-part series.

CRM by the Dashboard Light

January 7, 2003

Salesnet, a Boston-based, Web-native ASP, offers its users a snapshot view into the sales pipeline.

Education as a CRM Tool

January 2, 2003

Shorten sales cycles and create additional revenue streams. What you learn about your customers is often as valuable as what they'll learn from you.