Industry and product news on CRM, Business Intelligence, ERP, supply chain management, and other enterprise applications. - Archive for January 2003

SAP Posts Strong Gains in Ambivalent Market

SAP continues to lead, and even grow were competitors are losing ground, but SAP hedges its bets on a recovery by planning for …

Customer Service: Admit You Have a Problem

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

In WebTrends Reporting Series 6.0, NetIQ moves its hosted and software Web analytics products to a common code architecture, combines the …

IBM, Siebel Broaden Relationship

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

Outsourcing CRM to Hosted Service Providers Enables SMBs

With limited expertise, infrastructure, and budgets, small to mid-sized business demands can exceed internal resources. Outsourcing to a …

Breaking Up the Corporate IT Monopoly, Part 2

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

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

What Happened to Customer Service?

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

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

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

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 …

News Server Glitch Angers AOL Customers

EXCLUSIVE: A propagation problem which prevented AOL customers from broadcasting messages to the wider USENET community for more than a …

Follow That Customer

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

Breaking Up the Corporate IT Monopoly, Part 1

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

Deciding what application to use to crunch your numbers is nearly as mind-boggling as the data itself. Which tools work for marketers? Which …

CRM by the Dashboard Light

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

Education as a CRM Tool

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