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EnterpriseAppsToday.com Staff

Google Hangout Roundtable: BRMS Challenges and Best Practices

Join industry experts as they discuss the key issues in Business Rules Management Software.

Lead Liaison Introduces New Lead Generation Solution

The new lead generation and marketing automation solution serves marketing and sales teams in organizations of all sizes.

Sage Launches New Business Management Software

The new platform integrates CRM, business intelligence and financial management software solutions.

New Editions of Maximizer CRM 11 Announced

Maximizer 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

New 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

The 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

The TwinFin appliance will include advanced analytics capabilities and a new release of the Netezza Performance Software.

VirtuOz Announces Rapid Adapt Virtual Agent Solution

VirtuOz Rapid Adapt intelligently groups user conversations to determine the true intent of customers.

Data Mining with Cloud Computing

One 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

Sage's Customer Relationship Management introduces an interactive dashboard and new user navigation.

Kogent Offers National Business Intelligence Solution

Kogent's solution integrates business intelligence with data warehousing and analytics.

IBM Acquires Coremetrics Web Analytics

The acquisition will expand IBM's business analytics capabilities.

Shadow Lowers Cost of Call Management Software

he company has reduced the cost of the 5 Channel User License for call management software, Call-Shadow.

TeleTech Deploys New SMB Revenue Generation Tools

The 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

The Marketing Automation Acceleration Package helps marketing automation software customers get new software online and into production quickly.

A Buyer's Guide to Remarketing Services

Remarketing 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

A loyalty rewards program can help your ecommerce business acquire, engage and retain new customers.

Pentaho Offers On-Demand BI with 72-Hour Deployment

The 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

The new edition offers new CRM features designed specifically for manufacturers.

Panorama Updates BI Suite with SharePoint Integration

NovaView 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

Redi-Analytics B2B provides business data segmenting and targeting scores on small businesses.

ByAllAccounts Partners With Ebix CRM

The two companies will collaborate to incorporate advanced account aggregation within SmartOffice Premier Edition.

Kalido Upgrades to Offer Better Data Governance

An update to Kalido Master Data Management offers more robust data matching capabilities.

New R Interface for Oracle Data Mining

The 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

The knowledge management and e-service solution helps deliver positive customer experiences.

IBM Unveils Analytics Software for Insurance Carriers

The company's new software package boost client service, optimize business efficiency, and better manage risk.

CSC Expands Insurance Business Analytics Offering

The company now offers additional industry-specific analytical tools in its Insurance Optics Business Analytics software.

Constant Contact Acquires NutshellMail, Boosts SMB Customer Relations

Constant 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

The 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

BI 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

The company's new email marketing tool is specifically designed for vehicle dealerships.

Sage Launches Cloud CRM Suite For SMBs

The Sage SalesLogix Cloud offers a highly adaptable CRM experience with no IT burden.

HP Announces SAP NetWeaver Business Intelligence Services

The company's new business intelligence services support environments running the SAP NetWeaver Business Warehouse.

Pilot Group Releases Updates Email Marketing Software

New version offers Autoresponder to completely automate follow up marketing.

Knouen Integrates Siebel CRM Productivity with Social Networking

Knouen announces OfficeSync 3.0 for Siebel CRM.

StayinFront Announces CRM 12

The new platform boasts features aimed at increasing CRM efficiency for sales reps and managers.

Connectiva Forms Customer Experience Management Business

The 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

New version offers faster Business Intelligence (BI) application deployment and easier administration.

Kofax Updates Its Business Process Application

Front Office Server 3.0 lets office and remote users initiate document driven processes and workflows.

IBM, NetSuite Partner for ERP Cloud Connectivity

The partnership between the two companies is focused on IBM's recent acquisition of Cast Iron Systems.

Siemens Optimizes Contact Center Software for Virtualization

The company says OpenScape Contact Center V8 has been optimized for the data center and virtualized environments.

CSS Announces EDGE Knowledge Management Platform

CSS 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

The solutions leverage insights from speech analytics to increase customer satisfaction and retention.

Is Business Intelligence Software Enough?

In 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

The company's CEM software offers an early warning system to identify struggling customers.

InQuira Launches Knowledge-Powered Sales Application

The 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

The company says its second cloud offering separates enterprise software from the machines.

Microsoft Discloses Dynamics CRM Online Features

Microsoft opened Convergence 2010 by demonstrating how the company is delivering on its vision of the Dynamic Business.

Avanade Launches CRM for Insurance Industry

The new solution, CRM for Insurance Industry, provides a holistic view of each customer, including underwriting criteria.

Adapx Offers Capturx Cloud Service for SharePoint

Adapx 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

Ringio's Rich Calling service offers enterprise-class call center-type technology at a price small businesses can afford.

IntraLinks Extends Business Process Platform

The company's latest offering lets customers accelerate crucial business processes and workflow capabilities.

jLAN Integrates Mobile Sales with NetSuite Cloud

The 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

The integration will give NetSuite customers access to Pervasive Software's enterprise applications and data warehouse software.

ACS Launches New Social CRM Services

The 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

CDC 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

The company has integrated its Performance Management Framework (PMF) into the new BI platform.

SAS Intros Data Analytics for Social Media

The new service helps companies act on intelligence gleaned from online conversations on social media sites.

Sterling Announces New Business Intelligence Strategy

The company has embedded business intelligence into the foundation of its supply chain application suite.

DataFlux Lauches Data Management Platform

The new solution offers a single, unified platform for data quality, data integration and master data management

StrongMail to Integrate with SAP CRM

The 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

The solution combines all SaaS-based BI offerings in the SAP BusinessObjects portfolio.

Responses to Chatter in Beta

Users see the solution as extremely useful, through the lack of access for users not on Salesforce is source of frustration.

Sendible.com Upgrades Offering

The site is designed to help companies manage their social media presence.

HHS Chooses Acumen for CRM Software

Acumen will provide a CRM/project management solution from Salesforce.com.

Spotlight: SAP, Open Text Partner on Digital Asset Management

Open Text's digital asset management solution will be sold in conjunction with SAP CRM software.

HootSuite Expands CRM Offering

New social CRM tool adds new functionality to HootSuite's service, adding the capability to track and manage social specific campaigns.

Convergys Partners with Microsoft

The companies are collaborating on a next-generation business support system.

Experlogix Intros Portal for Dynamics CRM

The new offerings helps organizations handle online sales.

Satuit Boasts 80 Percent Earnings Increase

The CRM vendor says the growth was due at least in part to the continuing trend for hosted solutions.

SAP Seeks to Regain Customer Trust

In a conference call, cofounder Hasso Plattner admitted, 'We have lost, here and there, the trust.'

SprinxCRM Updates Offering

The latest version of the CRM system offers compatibility with more browsers (including Google Chrome) and operating systems.

Contactology Integrates with Zendesk

The integrated solution allows users to manage e-mail subscriptions from within Zendesk.

Akvelon Offers Dynamics CRM Customization

The new service is designed to help companies customize Dynamics CRM to meet their requirements.

Super Bowl Ads to Focus on Social Media

Many Super Bowl advertisements this year will focus on social media and loyalty marketing.

Actuate Updates BIRT, Buys Xenos Group

Key benefits of the updated solution include a new user interface, Flash-based dashboard charts, and 23 standard reports.

Siperian Focuses on the Customer

The company's Extension Customer View offering gives banks a holistic view of their customers.

iTuple for iPhone, iPod and iPad

The iTuple CRM app from ERP software provider xTuple is now available at iTunes.

Basic Social CRM Advice: Don't Sue

Suing a customer who's active in social media is unlikely to be a constructive move.

Epicor Launches Mobile Marketing for Retailers

The tool lets retailers deliver customized messages, coupons and promotions to mobile device users.

Businesses Counting on SaaS

Enterprises are focusing on hosted CRM and business intelligence applications.

Ten Web Shop Prep Tips for the Holidays

It'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

Online collaboration company Central Desktop is now available on Salesforce.com's AppExchange

Rdb Acquisition Taboo in DoJ v. Oracle Case

Past acquisition experience with a database company is barred from Oracle's trial in its bid for PeopleSoft.

Case Study: Market Central

In 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

With 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

As 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

Visnetic 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

I've grown accustomed to her face: Rebranding raises delicate customer issues.

Brand Is in the Details

Seemingly 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

Last 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

Organizations 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

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.

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 issues and considerations to be noted in how this is to be accomplished.

First Look: LaGarde's StoreFront 6.0 e-Business Software

LaGarde 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

Successfully 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

When 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

In 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

If 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

When 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

An 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

Japan will rely more on CRM solutions rather than in-house technologies to forge stronger ties with customers.

How Not To Be A Stupid Vendor

Tech vendors: Do your 'solutions' solve anything -- or do they just create more problems?

A New Marketing Model for IM

Consumers 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

It'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

Island 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

Asian 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

Unilever Philippines has successfully implemented a standalone CRM solution to help improve its call center capability.

Oracle Launches Development Center In China

After 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

The Bankers Bank selects the Canadian-based CRM provider's contact center solutions.

Online Banking Not That 'Hot'

Singapore banks' customers prefer an ATM or talk to an office in a branch over Internet banking.

Who's Powering Whom?

ZAMBA, Ross, Fort Point, Pivotal and Blue Pumpkin land VW, Triangle, Restoration Hardware, Kronos, and Thomas Cook, respectively.

Siebel 7 Expands Product Line

The 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

Industry experts warn that a prudent approach to CRM could save companies undue hassle.

Confusing the Consumer

Automakers should be honing their e-initiatives advises research firm Jupiter Media Metrix.

Emagine Customer Software Wins Major Telcos

Although 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?

Web 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

The needs of online consumers can be met without overdue expenditure alleged a recent study.

Dealing with the Unhappy Customer

At 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

Customer 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

A 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

Learn 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

By 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

Customers 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

In 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

Two recent surveys by Jupiter Media Metrix found customer response rates lagging amongst online retailers.

Affordable CRM Solutions Reach the Mid-Market

In 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

Online 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

Educational information provider creates efficient, high-performance email delivery system with BoldFish's technology.

Dealing With Over-Saturated Consumers

If 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

Analysts 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

The 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

Attracting 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

AllCharge 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

"Customers are getting way ahead of marketers," warns Meta Group analyst Stephen Diorio.

Oracle Small Business Suite Updated

NetLedger 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

Attracted 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

E-tailers should use e-mail as a means of engendering customer loyalty instead of bringing about consumer annoyance.

Putting the P Into e-CRM

One of the most overlooked aspects of any CRM strategy is the people on each end of the equation.

Chordiant Names Two To New Posts

Jeremy 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

Christmas 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

Andrea 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

According 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

Adam Honig of Akibia Consulting discusses the importance of customized solutions that individually target the unique needs of an enterprise.

Engendering Loyalty

Relevancy, trust, and responsiveness seemingly rank highly amongst the hierarchy of valued e-commerce assets.

Performance Monitoring

New tool acts as an invaluable CRM agent as it checks for shopping cart and transaction failures.

Making a Lasting Impression

It'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

Oracle recently unveiled a new application that's designed to shorten product release cycles and enhance CRM functionality.

e-Marketing About-turn

The 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

The 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

The 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

E-tailers that have customer-retention in mind need to offer a well-balanced online interface.

Developing Cross-Channel Vision

Brick-and-click companies are starting to face a new breed of client - the cross-channel consumer.

The Business of Customer Intelligence

Speakers 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

While 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

A 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

Barbara Tallent of Boldfish discusses methods for establishing relationships with customers via targeted, personalized e-mail communication.

Marketing Trends: Data Marketing

Dig out hidden relationships in your customers' purchasing habits.

Avoiding CRM Pitfalls

Two research firms recently suggested ways in which to avoid CRM disasters.

Altiris Releases Three New Product Suites for SMS

Altiris, 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?

Are you making your customers click though unnecessary pages to get to your order form?

PeopleSoft Completes Cohera Acquisition

Cash 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

A 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

Pleasanton, 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

One 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

KaBloom, 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

At 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

Over 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

CRM 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

To 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

Customers 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

High-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

Online 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

Getting 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

Despite 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

Those 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

Some 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

According 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

Quaero SpringBoardSM, an outsourcing service from Quaero, allows companies to create a customized CRM program while avoiding large infrastructure investments.

BroadVision Personalizes Opodo

Opodo, 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

Interactive entertainment company Nintendo of America, Inc. has selected the CRM solution from Infinium to drive its Retail Marketing Program.

Customer Retention Can Be Fun

TruePoints 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

CRM 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

If 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

Daleen 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

Supply chain management firm will integrate SpaceWorks' order transaction engine with its own products.

NetGenesis Posts Poor Q2, Cuts More Jobs

Prodded 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

The Boston CRM software firm taps a 20-year industry vet to lead its daily operations.

Sprint Calls on ICT GROUP

The global communications company signs a 4-year deal with ICT GROUP for contact center assistance.

Delta Brings Contact Center to Santiago

Delta 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

Blue 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

Prestigious investment firm implements live chat system for its online brokerage customers.

FrontRange Solutions Sells One Millionth CRM License

With 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

In 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

Are 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

CHARTER 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

The 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

Dun & Bradstreet's Christopher Lucas and Krishna Chettayar discuss some of the preparation involved prior to successful CRM implementation.

E-CRM for Dummies

There 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

An 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

Resulting 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

Companies 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

The Burlington, Mass., provider of business software to wireless carriers wins a three-year national contract extension from Sprint.

DiData Does German CRM

Dimension 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

Former Acxiom executive hired to help boost the company's MarketSmart CRM development effort.

Aspect Products Globally Released

Aspect 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

The 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

Effective 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

A 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

The 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

After 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

According 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

Customer relationship management has become a business necessity but how do you find the right solution?

New Thinking About Customer Value Metrics, Part I

Before 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

Business 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

European 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

AvantGo 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

Blue 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

Powered 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

The magazine chooses those who have successfully integrated customer relationship management into the billing industry.

Altitude Links with One on One

Altitude 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

A 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

General 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

Former Senior IBM public sector executive increases participation on Sideware board.

Good News, Bad News

Arthur O'Connor discusses some CRM news highlights — both good and bad.

Merger Complete

Kana Communications, Inc. and Broadbase Software, Inc. have successfully merged to form KANA.

Skies are Getting Friendlier

In an industry that is often beleaguered by customer dissatisfaction, NSDI Teleperformance has recognized US Airways for outstanding customer service.

Chain Reaction

As 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

The 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

Direct 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

Siebel 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

The 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

Today'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

Research 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

One 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

The 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

The live chat ASP gets a "Product of the Year 2000" award from Customer Inter@ction SolutionsTM magazine.

Self-Serve CRM

A 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

Customer 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

Electronic messaging service from Centerpost delivers critical travel information via wireless devices to Travelocity's registered members.

Q&A with Ian Tavener

Xchange's Vice President, Asia Pacific, shares some insight with internet.com.

Call Center Magazine Editors Choose Sideware

Sideware'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

Hyperion 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.


Many 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?

Interface Software brings "Relationship Intelligence" to professional firms, allowing for the capture of disparate customer information.

Life On The Edge Economy

GartnerG2'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?

Resident 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

Understanding the why of online consumer behavior can help you serve effective, targeted online advertising and marketing.

Aspect Makes Changes to Exec Management

The provider of customer relationship portals creates new role for Rod D. Butters and re-arranges the management structure.

Gartner Survey Reveals CRM Priorities

Findings 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

eStara's sound quality and service model make voice-over-the-Internet implementation easier and affordable for Aspect Web interaction customers.

Excessive Charges

A 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

A 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

Even 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

DA 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

New 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

CRM 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

Spending is expected to increase from $61 billion in 2001 to $148 billion in 2005, surpassing overall IT services growth.

ResponseLogic Appoints CTO

The software firm has tapped John Ching to define the strategic direction of its technology, products and services.

HEALTHvision Sees Value in eCRM

Internet health services company introduces Web-based program designed to provide interactive tools and components for healthcare organizations.

e-point for the Banking Industry

The 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

The Burlington, Mass., provider of voice-enabled technology names executives to oversee sales and corporate development.

Delano Goes French

CRM solution provider Delano Technology Corporation selects ALPNET for French localization for two of its products.

Onyx Honors Five for CRM

Onyx 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

Industry veteran to also join company's executive management committee.

Getting Started, Part I

eCRM 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

PeopleSoft 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

One 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

eGain 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

Blue 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

Developed by PeopleSoft Inc. and implemented by KPMG Consulting, the new PeopleSoft CRM for Communications will provide a billing integration solution.

Making CRM Work

Proper Customer Relationship Management is proving crucial to driving successful e-commerce -- nonetheless having the right software isn't enough.

Akibia Opens in Chicago

The Boston systems integrator, specializing in customer relationship management (CRM) applications, has opens a Midwest hub.

Book Review: Talk Ain't Cheap

The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management

Metreo Names New VP of Professional Services

Peter Wong joins supplier response solution company for the manufacturing sector.

Consumer Goods Still Struggling with Online Opportunities

One of the findings of a recent study examines why consumers do or do not shop online for packaged goods.

Interactive Services

Provided they are correctly handled, online communities can draw customers, enhance a site's profits and drive e-commerce.

Corechange Picks President

The Boston maker of software that helps business share online information with employees, customers and suppliers, elevates its COO/CFO.

Michaels New CFO at CustomerLinx

Assignment is to guide CRM firm through future growth.

Experian� Launches TruvueSM

The worldwide information solutions company releases its own customer data integration system.

Sitara Networks To Set Up Regional Service Support Center

QoS 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

eCRM expert Arthur O'Connor concludes his discussion on measuring the economic return of CRM implementation.

Most CRM Projects Remain in Planning Phase

CRM 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

Compaq adds a community support forum to take advantage of the interactive nature of the Internet.

Unisa to offer Practical CRM Instruction

The University of South Africa(Unisa) has partnered with FrontRange Solutions to introduce students to the discipline of CRM.

Stream Promotes Executive

The 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

Consumers are beginning to trust the Internet as a viable means of purchasing even perishable goods.

Wireless Check-In for Flights

Checking 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

You 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

In anticipation of a Kana and Broadbase Software merger, Brett White will be handling the number crunching for the combined company.

Online edu-Incentives

According 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

TealLeaf Asks Jeeves for their former executive vice president, Frank Vaculin.

The Past is Prologue for Bear Marketers

Learning from history as we go forward in the New Economy ...

Online Banking Leads to Higher Customer Satisfaction

The 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

Sponsored 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

Good 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

In 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

The 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

The 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

The 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

Since 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

Companies 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

Online 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

Customer 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

E-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?

The 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

Maybe 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

When 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

Marketers 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

Poor 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

Numerous 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

Sun 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

According 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

Just 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

CustomerLinx Corp. president and CEO speaks at annual Harvard Business School Club of Atlanta New Economy Conference

The Golden Rules of Customer Service

Everything 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

A 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

Volkswagen'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

IntraNet 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

The 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?

An 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

Firms 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?

Six steps to ensure that customer service is a priority for your company, regardless of what business you are in.

Take My Purchase, Please

If 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

Personalization software that helps companies build customer relationship databases among the draws on this funding round.

Getting Real CRM Value

Many flailing dot-coms are looking to CRM software to build customer loyalty, forgetting that technology alone isn't enough.

An eCRM Wish List

A recent web forum discussion involved possible eCRM solutions.

Astute Releases New Modules For PowerCenter eCRM Solution

The 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

The firm signs an agreement with Sideware Systems on "just-in-time" Internet support for the manufacturing industry.

BroadVision and Chordiant Form Global Partnership

The 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

Pacific 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

LifeFX 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

World-renowned customer relationship management expert to present at CRM 2001.

Protagona Worldwide, AIM Partner On Effective CRM

AIM 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

The 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

comScore'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

Aberdeen Group launches full-service CRM research offering.

Frost & Sullivan's Second Annual CRM Conference & Exhibition In January

Incorporating strategies from Cisco, Microsoft, Dow Corning and Palm to be recommended.

Traditional and Non-Traditional Vendors Vie for CRM Domination

The 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

Vertical 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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