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eCRMGuide.com Staff

eCRM Guide Becomes Enterprise Apps Today

eCRM Guide is getting a redesign and a new name - along with expanded coverage of enterprise applications like CRM, ERP and business intelligence.

Sage CRM v7.0 Now Available For SMBs

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

Teredata, SAS Optimize Business Intelligence Solution

The companies have announced the optimization of SAS Marketing Automation for Teredata.

NetSuite Adds Workflow Management to ERP, CRM Software

The SuiteFlow workflow management solution enables users to set up complex workflows for common activities.

Microsoft Introduces CRM Software for Nonprofits

Additional tools in the new version include donation and pledge management, volunteer tracking, and support for onlien payment solutions.

Roambi Brings Business Intelligence to the iPad

MeLLmo has redesigned its iPhone mobile dashboard app for Apple's iPad.

nGenera Expands Offering, Adds CRM Software Integration

The solution is designed to improve the way contact management centers respond to customer needs.

CommSoft Intros Business Intelligence and Reporting Tool

The company's new CommBI application is pre-integrated with the iCommVergence OSS/BSS solution.

Oracle Updates Web Based CRM Software

The company has announced the release of Oracle CRM On Demand Release 17.

SalesFUSION Updates Accelerator for Microsoft CRM Software

The solution embeds demand generation functionality into Microsoft Dynamics CRM.

Maximizer Updates CRM Software

Enhancements include a redesigned user interface and tighter integration with native BlackBerry applications.

Contactology Integrates with Tactile CRM Software

The new importer enables Tactile customers to add CRM contacts directly to their email marketing application.

Knouen Announces Mobile CRM Software

The new application, currently in beta, allows users to connect to Oracle Siebel CRM on a smartphone.

Mindjet Helps Visualize Salesforce CRM Data

The new offering automatically creates graphical maps and organizational charts of accounts.

Datatech SmartSoft Launches AccuMail Verify for Call Centers

The real-time address verification solution is designed to save both time and money.

Progress Launches RPM for Business Intelligence

The suite is designed to provide users with real-time visibility into business processes and systems.

Commence Updates CRM Software

The company has announced the planned release of Commence RM 4.0.

PivotLink Launches Self-Service Business Intelligence Apps

The ReadiMetrix suite of on-demand applications is designed for speed and ease of use.

Alacra Launches PulsePro Data Mining Tool

The offering extracts pertinent information from both traditional media and social media.

SAS Intros Customer Data Analytics Offering

The solution is designed to help marketers leverage connections between leaders, followers and others in social communities.

SugarCRM Introduces Open+ CRM Software Partner Program

The new program is designed to provide additional value for the company's channel partners.

Get Satisfaction Joins Facebook

The company has launched the Social Engagement Hub for Facebook Pages.

Microsoft Office 2010 Coming in May

Microsoft will make the solution available to business software customers on May 12th.

SocialText Updates to Version 4.0

The new version adds several additional features.

RightNow Intros New SaaS CRM Contract

The company's new Cloud Services Agreement promises fixed pricing for three years.

NetSuite Gives 100 Percent

The SaaS-based software provider is offering partners 100 percent margin on the first year's subscription revenue for a new customer.

NetSuite Looks to Lure Microsoft Partners

The on-demand CRM vendor announced that several Microsoft value-added resellers will now also offer NetSuite.

KnoahsARK Sets Sails With Contact Center Suite

The software is designed to help IP-based contact centers improve operations and performance — right down to the individual agent level.

InQuira's New Release Automates Customer Service

Version 6.5 of the self-service CRM software offers multi-lingual features and Siebel Integration, taps content across the enterprise via e-mail- , Web- and chat-based queries.

Businesses Feel at Home With Hosted CRM

A recent study by the Aberdeen Group reports that a third of its respondents use hosted CRM applications and that the vast majority will consider online application when it's time to evaluate options.

LivePerson Goes Platinum

The New York-based ASP announces a new version of its online customer interaction service designed to integrate chat, e-mail and knowledgebase tools.

The Company Formerly Known as Support.com

The provider of support infrastructure software has changed its name to SupportSoft, Inc.

ATG Stamps CRM on Deutsche Post

The German online postal service deploys customer management solutions from the Mass.-based provider.

IBM Includes Support.com Inside

Self-service support automation solutions will be bundled inside the hardware giant's ThinkPad notebooks and NetVista desktops.

Salesforce.com Intros Japanese & German Versions

The online CRM service provider releases two new languages with plans for further globalization.

Onyx and Deloitte Collaborate

The two companies will initially deliver CRM solutions to specific markets and geographic regions with plans for rapid expansion.

Real-Time Chat Gets Java

Online business communication tools from LivePerson get more robust with the introduction of a Java-based version.

Aspect Ends CRM Drought

When its customers began to thirst for better service, Florida Water implemented contact center and call center solutions from Aspect Communications.

Webcare 3.0 Released

New version of INSolutions Limited's wireless CRM product hopes to bring the technology into the 21st century.

ZAMBA Makes Contact with Symbol

Contact center and CRM tools from ZAMBA Solutions enable Symbol to provide better service and faster resolutions to its global mobile data management services and systems customers.

Poll: Retailers Plan to Invest in CRM in 2002

Blue Martini surveyed 1,300 registered attendees at the National Retail Federation Show about their present and future customer focused initiatives.

Banter Lands $20M in Funds

The San Francisco natural language automation technology provider secures a $20 million round of funding led by Mayfield of Menlo Park, Calif., making this the second round of funding the venture capital firm secured for Banter.

Blue Martini Rings Up Retail Solution

The CRM provider unveiled its new marketing and sales applications designed to integrate with the IBM 4690 point of sale (POS) devices.

Leading Call Center Mag Names Best 2001 Product

Customer Inter@ction SolutionsTM magazine chooses E.piphany, Inc.'s E.5 CRM system as 2001 Product of the Year.

Improved Customer Care in 9 Months

Contact center and customer support solutions from Eyretel enabled Tinker Federal Credit Union to achieve dramatic increases in member satisfaction surveys.

Earthlink's Customer Service Goes High Speed

The ISP deployed KANA Response to shorten e-mail response time and improve satisfaction to its more than 4.8 million subscribers.

Witness Announces its "Customer Advisory Committee"

The global customer relationship solution provider has announced the new members of its "Customer Advisory Committee" for 2001-2002, comprised of users of its eQualityTM software suite.

Survey: Gap in CRM Perception between Consumer and Company

Results of PwC Consulting's Multi-Channel Value Quantification survey indicate that many companies are unsure of what consumers really want, among other key findings.

Hochauser Will Take Helm at Harte-Hanks

Richard M. Hochhauser will succeed Larry Franklin as chief executive officer, assuming the position April 1, 2002. Franklin, who has been with the company for 30 years, will remain Chairman of the Board.

vReps Raise Their IQ

New NativeMinds Inc. technology will allow virtual reps to interpret and respond accurately to context-sensitive questions.

IBM Introduces CRM Management Services

Called a "plan, implement and run" offering, the solution is designed to help accelerate and reduce the risk of CRM deployment at mid-to-large size enterprises.

PwC Consulting and Sun Announce CRM Initiative

The companies will join together to capitalize on their individual areas of expertise to deliver a best-of-breed solution to the market.

Siebel Selects Support.com Solution

The Resolution Suite software platform will enable Siebel to automate support operations and streamline systems management.

New Release from DataDistilleries

DD Series Version 3.0 enables companies to identify opportunities within the customer interaction using its Analytical Suite and the Real-Time Suite.

RightNow Appoints Sean Forbes

The Montana-based CRM developer adds the former Trilogy Software executive as vice president of marketing and business development.

eCRM @ Internet World

Prominent keynote speakers, comprehensive conferences, and the market's leading eCRM vendors highlight next week's NYC event that is expected to draw 50,000 e-business and Internet professionals.

Siemens and Deloitte Consulting Form Joint Effort

The global enterprises will jointly pursue potential business opportunities in the security and CRM marketplace.

See and Say CRM

Eyretel, a supplier of customer contact recording and analysis solutions, has applied its expertise to call centers with a product that enables management to analyze recordings of customer calls through natural language speech recognition technology.

Peppers and Rogers Bring Class to the Web

The consulting firm introduces 1to1® Catalyst — a Web-based CRM training program that features eight 30-minute modules.

Siebel Develops Homeland Security Package

Building on its powerful customer relationship management software, the San Mateo-based company has introduced a product designed to help authorities track down potential terrorists.

E.piphany Lands Latin American Customers

ABN Amro, Banco Um, Datamidia, Grupo Aval, and Sony Latin America have recently chosen applications from E.piphany, Inc. to power their CRM strategies.

TELUS Standardizes on Cognos

The business intelligence firm will aid Canadian wireless company TELUS Mobility with enterprise reporting, analysis, and CRM initiatives.

The Next Generation of Billing from Convergys

The company has expanded its global billing product line with the introduction of new features, resulting in a component-based next generation framework that will speed deployment and add flexibility to its existing modular and fully convergent billing and customer care products.

Instant Feedback

Market research firm InsightExpress has released SatisfactionExpress — an integrated and automated online survey solution that will enable companies to measure customer satisfaction.

Salesforce.com Gains New Sr. VP

The online CRM provider adds former Actuate Corporation executive Frank van Veenendaal to its team.

A Quick Start to Self Help

Banter's QuickStart program was designed to install Banter Self Help in less than 15 days, enabling an automatic reply function on Web sites.

Leverance Makes a LEAP

The natural language processing provider unveiled its new Language Enabling Application Platform (LEAP) — a customizable knowledgebase-driven software platform that can be embedded in third party software to support advanced language recognition.

Onyx and Avanade Buy a House

The two early adopters of the Microsoft® .NET My Services program will collaborate on a number of .NET initiatives and have already completed work on a joint CRM technology prototype — streamlining the new home buying process.

Blue Martini Down Under

Australia's leading wholesaler of grocery, general merchandise, liquor and tobacco, Metcash Trading Limited Australasia, has chosen Blue Martini Channels to centralize the management of its products, pricing, promotions and rebates.

Avaya-Accenture Alliance

Corporate networking provider, consulting services firm join forces to deliver CRM solution designed to help enterprises increase operational efficiency, enhance customer relationships, support revenue growth.

Windy City Gets BroadVision

The Silicon Valley-based company's suite of enterprise self-service applications will be used to standardize the City of Chicago's e-government initiatives, such as online bill payment and information portals for the city's 3 million residents.

divine Acquisition

In an effort to enhance its customer interaction management (CIM) offerings, business service solutions provider, divine, inc. has acquired Synchrony Communications, a Cincinnati-based company that develops CRM application suites.

Vertical Alliance's Biggest Fan

The Philadelphia-based company that specializes in customer interaction and ticketing solutions for the sports, media and entertainment industries, has released FanTrackerTM to integrate with its Vertical TrackerTM application.

Astea Brings Remote Access to Comm-Tract

AllianceEnterprise Suite will integrate and automate sales force automation, project management, customer service, field service and depot repair for the voice and data network integration services specialists.

CornerBank Deploys SEDONA's Intarsia

Web-based app brings CRM integration to the Kansas bank.

New Multi-Channel Offering from Avaya

The Avaya Interaction Center, powered by the Avaya Interaction Engine, is a flexible software solution that enables enterprises to deliver personalized customer service consistently across multiple channels.

Improved Response from Economist.com

Using KANA Response's automated solution, the Economist.com employs one customer service representative to respond to all customer comments, suggestions and queries in less than 24 hours.

Pegasystems Personalizes Wealth Management

PegaCRM Private Banking increases client satisfaction and loyalty while reducing acquisition, servicing and operational costs.

Online CRM Training from Yahoo!

Yahoo! Broadcast Services has unveiled the Training Management Studio — a new service designed to meet the growing need for rapid online training. Initial offerings will include the skills deemed to be most in demand, such as customer relationship management (CRM) and customer education.

Roundarch Collaborates with Broadvision

The customer relationship solution providers will collaborate to expand BroadVision's Solution Value Proposition (SVP) program. SVP helps companies quantify the potential return on their strategic e-business initiatives while determining the most efficient, effective ways to rapidly realize business value.

Microsoft Signs on Quaero as Partner

CRM solution provider Quaero LLC has been added to the roster of Microsoft's Certified Partner Program and was chosen for proficiency on the latest Microsoft technologies and adherence to Microsoft's stringent qualifications for inclusion.

Telematics as CRM Tool

GartnerG2, a research division of advisory firm Gartner, Inc, released a new report, "Telematics Services: An Audience Builder, Not a Quick Buck," that advises automakers to shift their focus regarding telematics from a short-term revenue opportunity to a critical CRM tool.

Self-Help Upgrade Released

Montana-based CRM solutions provider RightNow Technologies has released version 5.0 of its flagship application, Web eService Center. The self-service solution enables customers to draw upon the information of an integrated single knowledge base from any communication channel.

Banter Hosts Webinar

The San Francisco-based developer of intelligent communication technologies will present an online seminar entitled, "Taking CRM to the Next Level: Making Automation Work" on Tuesday, Sept. 25, 2001.

Netonomy Joins IBM's WebSphere

The MyNetonomy CMR (customer-managed relationship) application becomes part of IBM's WebSphere Portal Server, enabling mobile operators to create a personalized, self-service customer support solution, built specifically for the global communications market.

Gartner CRM Summit Concludes

The research and advisory firm's CRM Summit Fall 2001 in Orlando, Fla. last week revealed key issues surrounding customer relationship management strategies.

TeleTech Authorizes Stock Repurchase Program

In a move initiated by recent tragic events and economic uncertainty, global CRM solutions provider TeleTech Holdings, Inc. has authorized a stock repurchase program. The initiative will allow repurchase of up to 10 percent of outstanding common stock — approximately 77 million shares as of September 17, 2001.

Retailer Targets Amazon

In a five-year deal, Target will utilize Amazon's ordering and customer service systems on their current online sales sites, including target.com, MarshallFields.com, Mervyns.com and GiftCatalog.com. Additionally, Target will open an online store on Amazon.com this fall.

Orbitz Cruises on Clickstream Analysis

The online travel agency will utilize Informatica Corporation's eSite analytic application to enhance customer satisfaction. Informatica eSite can help companies grow their online businesses by transforming the enormous volumes of clickstream data generated from their Web sites into valuable insight.

Kodak Adds BackWeb to the Picture

The BackWeb® ProactiveTM solution from BackWeb Technologies will deliver software updates directly to Eastman Kodak Company's consumers through its customer portal.

Learning the Language

If the new digital lexicon often leaves you confused, we have the perfect solution.

iForce Rules

An expanded relationship between Sun Microsystems, Inc. and Pegasystems Inc. — part of the iForceSM program — will bring powerful rules-driven process automation solutions for customer relationship management (CRM) on Sun's leading UNIX* platform to customers in banking and healthcare markets.

ServiceWare Appoints New Chief

Web-based support solution provider ServiceWare Technologies, Inc. named Kent Heyman as CEO and president, replacing Mark Tapling, who resigned from the company to pursue other interests.

Alaska Communications Systems Deploys Virtual Reps

To avoid giving subscribers the cold shoulder, the Alaskan telco uses Edify Corporation's virtual Customer Service Representative technology to manage its support services more efficiently.

Advertising.com Standardizes on Siebel

In preparation for an expected growth in Internet advertising revenue in the United States, Advertising.comSM, Inc. will deploy Siebel Systems, Inc.'s eBusiness Applications for its customer-facing operations.

SAS and Blue Martini Collaborate

The CRM providers will join forces in a three-year global strategic alliance whereby they will deploy each other's applications.

E.piphany Added to EDS Alliances

The E.piphany E.5 system will represent EDS's integrated CRM service offerings, chosen for its high functionality.

Guaranteed CRM

The SalesLogix QuickStart Guarantee: Your SalesLogix CRM system will be fully implemented at the stated QuickStart price, in accordance with the Services Agreement, within 30 days or Interact will provide a 50 percent discount on software and services.

Dow Jones Newswires Deploys salesforce.com

The financial news provider will standardize its North American sales and customer support operations on salesforce.com's online CRM service.

Manning Gets Pivotal Role

Bo Manning, formerly of Roundarch, joins Vancouver-based Pivotal Corporation as president and CEO.

Weeding Out the Right CRM Solution

Astute Solutions has added The Toro Company, specialists in lawn care and landscaping, and Gage Customer Service to its client roster with the deployment of its PowerCenter CRM system.

Informatica Integrates Best Buy Data

Consumer electronics retailer Best Buy Co., Inc. will gain customer service enhancement via Informatica Corporation's PowerCenter data integration platform.

Corel Draws on Aspect

The Aspect Contact Server becomes the CRM solution of choice for the creative application provider.

AT&T Calls on WRQ

WRQ, a Seattle-based integration and management solutions company, simplified existing AT&T call center processes while unifying access to customer records and information contained on its legacy host system — all within a four week period.

Gartner Creates its First CRM Excellence Award

The award will recognize the business-to-business, business-to-consumer and electronic CRM (eCRM) companies that most clearly demonstrate excellence in their CRM initiatives.

eSupportNow Hires Boni

The former president and CEO of Prime Response, Inc. joins the online customer service provider.

IDC: CRM To Generate Over US$14 billion By 2005

Additionally, IDC's latest bulletin shows that North America is the biggest spender but Western Europe will exhibit highest growth.

Chat with a Money-Lending Bot

Mortgagebot, an online lending service, will utilize the live chat and e-mail solutions of InstantServiceTM to enhance customer satisfaction.

Kohl's Mixes Site with Blue Martini

Blue Martini Software, Inc. applications are providing the customer relationship management (CRM) force behind a new e-commerce site from Kohl's Department Stores. The fully functional retail site replaces the informational pages that Kohl's had originally constructed to represent their online presence.

Oracle in Demand

The launch of the Pivotal Demand Chain Management solution, Oracle Edition will allow Pivotal Corporation to target the $2.4 billion Oracle database market with an application designed to give companies the choice of implementing the Pivotal solution suite on the Oracle 8i database, the Microsoft SQL Server 2000 database, or a combination of both.

Commence RM Released

The new scalable application combines an account management database with an integrated suite of pre-built applications including sales force automation, marketing campaign automation, customer service, contact management, and help desk initiatives.

Coloring Expectations

Online purchases are frequently returned because of inaccurate color representation. Thanks to SHOP WITH COLOR — a joint initiative by Pantone, Inc. and TrueSpectra, Inc. — online consumers can now shop with color confidence.

Onyx and Primus Join to Help Moso

Ericsson Microsoft Mobile Venture's complete solution for easy mobile access — Moso — gets a CRM boost from the companies' combined effort.

ATG Launches Certification Program

Coming on the heels of layoff announcements, ATG launches a program designed to promote quality and efficiency among developers using the ATG Dynamo® e-Business Platform.

Salesforce.com Announces Service Partner Program

The program was developed to match salesforce.com customers with consultants who are highly qualified in bringing CRM implementations to fruition.

BroadVision Stays In Touch With Salesforce.com

The personalized e-business applications developer chooses salesforce.com's online customer relationship management (CRM) service.

Citizens Business Bank Catches Firstwave

The California-based bank chooses Firstwave eCRMTM to enhance the sales and customer service processes.

R.R. Donnelley Financial Forms Alliance with Grafica.eCRM Corp.

The partnership between financial printer and customized communication provider R.R. Donnelley Financial and Grafica.eCRM Corp., an enterprise customer relationship management advertising agency, will benefit companies looking for complete multi-channel communications solutions.

Growing CRM Frustration

According to a recent survey, 95 percent of online business buyers routinely encounter poor online customer service.

Procter & Gamble Chooses i2

The consumer products marketer will use i2 CRM Solutions to improve customer service and order management methods.

CRM Solutions Face Tribal Council

NativeMinds, eAssist and Forrester Research produce a series of executive seminars titled, the "Customer Service Survivor Series," focusing on how Fortune 1000 companies can develop effective strategies to improve customer service while significantly reducing costs.

Super Mario, Donkey Kong, Pokemon and ...Banter?

Video game giant Nintendo brings the e-mail response solution of Banter Reply into play.

Taking Customer Satisfaction to the Bank

Washington Mutual earns the Satmetrix Best Customer Satisfaction Award for the financial services category.

PeopleSoft 8 CRM Headlining in Vegas

PeopleSoft will unveil what they are calling "the next generation" of CRM at their Leadership Summit in Las Vegas, Nev., June 4th-5th.

Onyx Brings CRM Power to Encompys

Encompys, a recently announced venture formed by Accenture, Advent Software Inc., Compaq Computer Corporation, Microsoft Corporation, and The Bank of New York, has chosen Onyx Software Corporation to provide the customer relationship management (CRM) component of its straight-through processing (STP) securities transaction solution.

Internet World Spring/eCRM 2001 Opens Next Week

The event is expected to bring 50,000 attendees and 500 speakers to the Los Angeles Convention Center on March 12-16, according to Penton Media.

Gartner: CRM Spending to Reach $76.3 Billion in 2005

Gartner says it will help map essential CRM business strategies at its CRM Spring Summit 2001.

Report: Companies Must Adopt A Whole-View Approach To Privacy

Companies are facing mounting customer anxiety and a growing labyrinth of US and foreign regulation, according to Forrester Research.

Second Annual CRM Solutions New York Coming In May

This year's event will feature a vertical focus on the finance and telecommunications industries, according to Advanstar Communications.

Survey: Quality Service, Cost Control Are Top Customer Service Challenges

70% of executives in customer service and operations management say they struggle to find the right balance.

Acxiom Leader: Successful Companies Must Forge Smart Alliances

Charles D. Morgan says the "right combination of technologies is necessary to achieve true focus on customers."

TeaLeaf Launches TeaCommerce 2.0

The company says the product will accelerate insight into online customer experience.

vSente Formulates A Strategic CRM Methodology

The company says FIRSTmaneuver is designed and written for CEOs, CIOs and CROs looking to implement a CRM initiative or improve an existing one.

QUIQ, Quaero Announce Strategic Partnership

The companies say their alliance will open new channels for mass collaborative customer service.

Company Offers Free, Online CRM Audit

Norkom Technologies says its test offers organizations the opportunity to discover whether or not they're ready for customer relationship management.

eCRM Spring 2001 Conference and Exhibition Highlights Announced

The March 13-16 conference will be co-located with Internet World Spring at the Los Angeles Convention Center.

Study: Consumers Saying 'No Thanks' To Relationships With Brands

Impiric says performance problems and poor treatment are to blame.

Motive, Syntel Team For Online Customer Care Solutions

The companies say their partnership will deliver high-performance online services to Fortune 1000 customers.

Hyperion Enhances eCRM Analysis Applications

The business analysis application software developer says the new versions further address the eCRM industry's push for integrated analysis across all customer touch points.

Chordiant Introduces Unified Rules For CRM

The company says the product will enable consistent business policies across multiple channels.

ISM Selects 2001 Top 15 CRM Software Packages

The company presented the CRM industry software "Oscars" at the DCI CRM Conference & Exposition in Chicago.

Matrix Technology, Urban Science Form CRM Analytics Software Alliance

The firms say the alliance will provide clients with a complete marketing automation solution from the customer analytics to the customer touch-points.

Wheelhouse, E.piphany To Host CRM Seminar Series

The three-city seminars will be held to discuss how companies deploy CRM systems to better understand their customers.

Report: Bank On IT For Improvements In CRM

Best Practices LLC says companies that ignore IT's increasing role in CRM will allow competitors to erode their customer bases via those tools.

eBay, Amazon.com Earn 'Best Customer Satisfaction' Award

Satmetrix Systems says the survey proves that some Internet firms have achieved the same high customer satisfaction levels as brick and mortar companies.

Oracle Unveils Support.Oracle.com

The company says the offering will make it easy to set up and operate a global customer care system.

'Active Sales Assistant' Said To Increase E-Tail Conversion Rate

Active Decisions says the solution helps consumers decide what to buy in over 120 product categories.

Personalization Summit Coming To New York

Personalization, CRM, and Infrastructure experts converge to evaluate the best solutions for companies competing in today's economy.

Pitney Bowes Study: Businesses Can Benefit From Customer-Controlled Communications

Giving customers the ability to choose the time, place and channel of contact could help companies developing lasting and profitable customer relationships, according to the study.

#1 Customer Service Issues: Quality Service, Cost Control

In a PeopleSupport survey asking the most pressing customer service issues of top customer service managers, operations directors and business development executives, 70% cited either service quality or cost control.

Report: Account Aggregation Should Be Stepping Stone To Improved eCRM

Meridien Research report says financial services institutions using online account aggregation as a gateway to improved customer service will have a competitive advantage.

Intermost, Interact Commerce Team On China eCRM

The companies say they will serve to establish a set of branded, quality products as this market grows.

Paladyne, e-commerce support centers Close Merger

Paladyne will market its full suite of CRM solutions under the "ecom" brand.

Access TRACKWeb CRM Application From Your Handheld

Soffront Software says the special Palm handheld interface provides ubiquitous access to the TRACKWeb CRM application over the Internet.

E-Tailers Get High Marks For Customer Service Over Holidays

According to a survey, 74% of shoppers are very satisfied with recent online purchase experiences, yet order fulfillment and returns remain challenges.

Onyx, Microsoft Align On Industry-Specific CRM Solutions

Microsoft says financial services is the first industry targeted.

Hyperion, IBM Partner To Provide E-Commerce Analysis

Hyperion says their eCRM analysis applications integrated with IBM's WebSphere Commerce Suite will address the need for improved online customer relationships.

Xchange Delivers New Software Suite For CRM

The company is calling Xchange 7 the "brains behind CRM".

BT Syncordia Solutions, ClientLogic Join Forces On eCRM in Europe

The companies say they'll lead the way in e-CRM services throughout Europe.

Altitude Software, ClearCube Technology In Co-Marketing & Deployment Agreement

Altitude says the management of eCRM software from a centralized site will offer stronger capabilities, rapid deployment and ease of use to call centers.

ePartners Launches Series of CRM Solution Comparison Seminars

The seminars are to take place in 17 cities beginning February 6th.

Cambridge Technology Partners, Aspect Team On Automated Client Communication Solution

The companies say the offering cultivates customer loyalty through all channels of communication.

Cap Gemini Ernst & Young Survey: Companies Lose By Not Tracking Customer Relationship Investments

Cap Gemini Ernst & Young say the survey data helps them quickly introduce a new tool to market - The CRM Index.

HearMe CRM VoIP To Be Interoperable With Cisco Customer Contact Software Platform

HearMe says this will offer new, efficient and cost-effective channels for increasing communication between customers and service agents.

eConvergent, eFORTIFY Form eCRM Alliance

The companies say the alliance will provide companies with eCRM business solutions customized and integrated for individual organizations.

MicroStrategy CRM Applications Now Generally Available

The company says the products will provide companies with a complete view of their customers.

netFuturi.com Launches eCRM Solution

The company says its web-based software service will provide virtually instant CRM for small and medium sized businesses.

Sideware Launches Solution For Advanced Internet Customer Service

The company says Enterprise Interaction Suite 3.0 will increase customer satisfaction by combining front-end Internet collaboration with back-end integration features.

Paradigm, CustomerLinx Forge CRM Alliance

CustomerLinx says it has chosen Paradigm Direct to build and deliver integrated customer care service solutions for Fortune 1000 companies.

Cap Gemini Ernst & Young, Xchange Team On Total CRM Solutions

Xchange says it has become a Preferred Partner for Cap Gemini Ernst & Young, who will train 150 consultants on implementing Xchange's software.

InstantService Adds Lipstream PC-To-Phone And Web Callback to Customer Care Offering

InstantService says it can now deliver a powerful communications suite to businesses enabling any Internet consumer to talk live with phone based call center representatives.

salesforce.com, Sprint In Wireless CRM Alliance

salesforce.com says the alliance will provide wireless access to their online CRM services via Sprint's PCS Wireless Web for Business.

Report: CRM Requires Sound IT Strategy

The report, from Best Practices, LLC, says leading companies craft sophisticated IT strategies to provide enhanced customer service.

GoAmerica, salesforce.com Announce Wireless Access To Leading CRM Applications

The companies say salesforce.com will integrate with GoAmerica's Go.Web technology.

Worldtrak Releases Version 5.0 OF eCRM Solution

The company says the newest version will strenthen its position as the only provider of a scalable Microsoft Outlook-native eCRM solution.

Sun, E.piphany Team On Next Generation CRM Solutions

E.piphany says its next generation customer relationship management solution will run on the Solaris Operating Environment.

Lotus, Relavis Form Global Alliance

Relavis says it will deliver on its promise of powerful collaborative CRM by leveraging Lotus and IBM collaborative technologies.

U.S. Online Holiday Shoppers Spent $6.2 Billion in 2000

Gartner Group's survey also says that $2.6 billion in sales were lost from consumers who bought holiday gifts online in 1999 but failed to come back to the Web.

Avaya Adds Nine New Members to CRM Solutions Alliance Network

The company says the program encompasses a growing number of hardware, software and services vendors, consultants and systems integrators dedicated to helping companies improve relationships with customers.

SSPA Creates Online Market Research Center

The Software Support Professionals Association says that through a Partnership with InsightExpress, Supportgate.com Community Members can create a customized customer satisfaction survey in minutes.

PeopleSupport Likes Manila's Americanized Workforce

The e-customer relationship management provider says the move has helped continually streamlined costs to make way for technological advances in their offering of eCRM solutions.

Avaya In Reseller Agreement With Computer Instruments

Avaya says the agreement allows them to deliver a new e-commerce solution for small to mid-size customer contact centers.

PeopleSoft Ships CRM Analytics

The eBusiness application provider says the pure Internet solution effectively measures sales, marketing and customer service.

Acxiom, IBM Ally To Deliver Enhanced CRM Solutions

End-to-end solutions for business intelligence, data management and CRM will be provided to clients of both firms, according to Acxiom.

Zelerate, Jabber.com Team On CRM Solutions With Instant Messaging, E-Commerce

The companies say they have entered into a comprehensive strategic marketing and referral agreement.

Ockham, Nextera Partner On Customer Relationship Strategy and Software

The companies say the partnership will provide companies with consulting expertise and software applications for increased sales productivity.

WebDialogs, IRT Team On Call Center Online Communication

WebDialogs says the partnership will allow IRT clients to combine voice with data collaboration.

Paladyne and ecom Sign Merger Agreement

The companies say they'll offer unique eCRM capabilities.

Bill Bradley To Address Call Center & CRM Conference

The former U.S. senator and presidential candidate will deliver the keynote address at the 11th Annual Call Center & CRM Solutions Conference & Exposition.

DCI To Hold 8th Annual CRM Conference And Exposition

The IT conference producer says this will be the largest CRM event in the world.

SITEL Expands In Canada

The contact center firm is opening new call centers in Montreal, Quebec and St. Catharines, Ontario.

Energy Companies See Electronic Billing As An Effective CRM Tool

Competition and deregulation has made e-billing an increasingly popular CRM tool for customer attraction and retention.

Applied Predictive Technologies Launches Adaptive Marketing Suite

APT says the product predicts customer behavior for both online and brick-and-mortar businesses.

Study Sees Major Challenges Facing CRM Vendors

Doculabs' study claims that CRM providers remain challenged in integrating effective customer service applications.

SITEL and Tata International Joint Venture Completed

SITEL India says it will provide web-enabled technical support and customer care from India for English-speaking customers throughout the world.

Cleartop In Partnerships With Small Business Service Providers

The customer service solution provider teams with GotMarketing.com, NetLedger, Rackspace and TeleBright.

Report: CRM Services Industry To Reach $19.9B by End of 2000

This is an increase of 28% over 1999 and spending on CRM initiatives is expected to double in the next 12 months, according to Gartner Dataquest.

Customer Communication Is King

Managing Director of LaserCom to discuss the Age of CRM in webcast.

Delano and Braun Consulting Form Strategic Alliance

They plan to jointly deliver what they call comprehensive customer intelligence solutions.

Invensys CRM Launches Updated Suite Of Customer Relationship Management Software

The company claims CRM 4.2 will maximize sales and shorten the sales cycle.

Aspire Solutions, Firstwave Partner To Offer CRM Solution Through An ASP

Aspire will offer Firstwave's eCRM suite to businesses on a per user basis.

Torrent Introduces WebHouse For Processing, Analyzing Massive Volumes of Clickstream Data

The company says the CRM Solution integrates clickstream and transactional data to predict customer behavior and enhance customer profitability.

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