IBM has released a new offering into the CRM space. IBM CRM Management Services is designed to help accelerate and reduce the risk of CRM deployment at mid-to-large size enterprises. Called a “plan, implement and run” offering, the solution addresses…
PwC Consulting, a business of PricewaterhouseCoopers, and Sun Microsystems, Inc. will join together to capitalize on their individual areas of expertise to deliver a customer relationship management solution to the market. The companies have collaborated for more than 10 years,…
Support.com Inc.’s Resolution Suite software platform has been chosen by Siebel Systems, Inc. to automate support operations and streamline systems management. Siebel selected the solution for its integration and comprehensive support capabilities, while also acknowledging the expertise of one of…
DataDistilleries has released the latest version of its CRM integrated suite, designed to enable companies to identify opportunities within the customer interaction. DD Series Version 3.0 consists of the Analytical Suite and the Real-Time Suite, which work with current CRM…
RightNow Technologies, a provider of Web-based customer service solutions, has hired Sean C. Forbes as the company’s vice president of marketing and business development. “It’s a tremendous win for RightNow to bring on an executive with Sean’s character, experience, and…
The Fall 2001 eCRM Conference and Exhibition will be sharing space with Internet World this year at New York’s Jacob K. Javits Convention Center, December 10-14. Prominent keynote speakers, comprehensive conferences and seminars, and the market’s leading eCRM vendors highlight…
Deloitte Consulting and Siemens Enterprise Networks LLC, a subsidiary of Siemens AG, have entered into an agreement to jointly pursue potential business opportunities in the security and CRM marketplace. “Deloitte Consulting and Siemens offer experience and a very complementary set…
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. Used in conjunction with Eyretel’s…
Norwalk, Conn. consulting firm Peppers and Rogers Group has introduced an eight-module, customizable e-learning CRM program designed to help companies implement critical strategy tools. The program, 1to1® Catalyst, takes advantage of the Peppers and Rogers Group’s one-to-one strategy principles and…
Building on its powerful customer relationship management software, Siebel Systems Inc. has introduced a product designed to help authorities track down potential terrorists. Dubbed “homeland security,” the application will piece together valuable and disparate information that is scattered among various…
Latin American companies, ABN Amro, Banco Um, Datamidia, Grupo Aval, and Sony Latin America, have recently chosen applications from E.piphany, Inc. to power their CRM strategies. E.piphany credits its significant customer wins to its support for Latin America by establishing…
Business intelligence solutions from Cognos® will aid Canadian wireless company TELUS Mobility with enterprise reporting, analysis, and CRM initiatives. The deployed self-serve solutions, Cognos Impromptu, Impromptu Web Reports®, PowerPlay Enterprise Server and PowerPlay®, will enable TELUS Mobility’s sales and marketing…
Convergys Corporation has expanded its global billing product line with the introduction of new features, resulting in a component-based next generation framework. This framework, at a cost of $100 million over the last three years, will speed the deployment and…
Market research firm InsightExpress has released an integrated and automated online survey solution that will enable companies to measure customer satisfaction. The new product, SatisfactionExpress, collects feedback after every customer interaction, preventing issues and problems from becoming critical. Whether operated…
Online CRM provider Salesforce.com has appointed Frank van Veenendaal to its executive management team as Senior Vice President of Sales and Service. Van Veenendaal will be responsible for overseeing sales, consulting services and customer support operations for the Americas as…
E-commerce companies that are in a hurry to implement a self-service application should take a look at the new offering from Banter Inc. Banter’s QuickStart program was designed to install Banter Self Help in less than 15 days, enabling an…
Natural language processing provider Leverance unveiled its new Language Enabling Application Platform (LEAP) during the October 24-26 SpeechTEK Conference and Exhibition in New York. LEAP is a customizable knowledgebase-driven software platform that can be embedded in third party software to…
Early adopters of the Microsoft® .NET My Services program, Onyx® Software Corporation and technology integrator Avanade, will collaborate on a number of .NET initiatives and have already completed work on a joint CRM technology prototype. Based on the Microsoft® Passport…
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. Blue Martini Channels, part of Blue Martini Software, Inc.’s eCRM…
In an effort to garner more market share, corporate networking provider Avaya and consulting service firm Accenture have joined forces to deliver a CRM solution designed to help enterprises increase operational efficiency, enhance and retain customer relationships and support revenue…
BroadVision, Inc.’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. The improvements, scheduled for Q4 of 2001, will…
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. Synchrony builds truly Internet-architected software and remote-hosted services and uses its…
Vertical Alliance, Inc., a Philadelphia-based company specializing in customer interaction and ticketing solutions for the sports, media and entertainment industries, has released FanTrackerTM to integrate with its Vertical TrackerTM application. Individually, the applications provide comprehensive functions. Vertical Tracker is a…
Astea International Inc.’s AllianceEnterprise Suite has been selected by voice and data network integration services specialists Comm-Tract Corp. The comprehensive Astea software solution will integrate and automate Comm-Tract’s sales force automation, project management, customer service, field service and depot repair.…
SEDONA® Corporation will bring CRM expertise to CornerBank, a $170 million community bank with six branches in Kansas. “We chose this product because of its ability to integrate several different databases that we wanted to have easy access to,” said…
Avaya Inc., a global corporate communications provider, has released its newest CRM solution, the Avaya Interaction Center. The Avaya Interaction Center, powered by the Avaya Interaction Engine, is a flexible software solution that enables enterprises to deliver personalized customer service…
Online business publication, Economist.com, will implement KANA Response from CRM provider, KANA. With KANA e-mail management already in place, Economist.com can handle the 4,000+ inquiry e-mails per month that are generated from the more than one million registered users. KANA…
Pegasystems Inc. has developed a method for personalizing wealth management, enabling financial services organizations to deliver cost-effective, multi-channel CRM. PegaCRM Private Banking increases client satisfaction and loyalty while reducing acquisition, servicing and operational costs. “PegaCRM Private Banking software offers customizable,…
Yahoo! Inc.’s business communications division, Yahoo! Broadcast Services, has unveiled the Yahoo! Training Management Studio. The new service is designed to meet the growing need for rapid online training and initial offerings will include the skills deemed to be most…
Customer relationship solution providers, BroadVision, Inc. and Roundarch 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…
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. The guidelines for Microsoft Certified Partners…
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 customer…
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. RightNow Web eService…
San Francisco-based Banter Inc., developer of intelligent communication technologies, will present an online seminar (or “Webinar”) entitled, “Taking CRM to the Next Level: Making Automation Work.” Scheduled for Tuesday, Sept. 25, 2001 at 8:30 AM PDT, the Webinar will feature…
IBM and Netonomy have entered into a joint venture that will enable self-service capabilities to wireless operators. Netonomy, a global provider of e-care and e-commerce solutions for the wireless communications industry, will be one of over 20 application and content…
Research and advisory firm Gartner, Inc.’s CRM Summit Fall 2001 concluded last week with a revealing look into key issues surrounding customer relationship management strategies. The Summit, held September 10-12 in Orlando, Fla., focused on the theme, “Customer Loyalty —…
In a move initiated by recent tragic events and economic uncertainty, global customer relationship management (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…
Target Corp. is the latest company to create a strategic partnership with online retailer Amazon.com. The five-year alliance allows Target to utilize Amazon’s ordering and customer service systems on their current online sales sites, including target.com, MarshallFields.com, Mervyns.com and GiftCatalog.com.…
Orbitz, the online travel agency founded by American, Continental, Delta, Northwest and United airlines, will utilize Informatica Corporation’s eSite analytic application to enhance customer satisfaction. Orbitz experienced customer service problems when it was launched, due to overwhelming demand and traffic.…
The BackWeb® ProactiveTM solution from BackWeb Technologies will deliver software updates directly to Eastman Kodak Company’s consumers through its customer portal. “Kodak has been associated with top-quality photography and imaging in America for more than a century. The company’s forward-thinking…
If the new digital lexicon often leaves you confused, we have the perfect solution. The eCRM Glossary will assist you in deciphering some of the acronyms, abbreviations and newly coined words that comprise the Internet vocabulary. Technology terms change frequently,…
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…
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. Tom Unterberg, chairman of ServiceWare’s board of directors and co-founder and chairman of C.E.…
Alaska Communications Systems (ACS) will implement virtual Customer Service Representative (vCSR) technology from Edify Corporation to manage its support services more efficiently. Said Michael Jones, senior manager of business solutions at Alaska Communications Systems, “At Alaska Communications Systems we’re committed…
In preparation for an expected growth in Internet advertising revenue in the United States, Advertising.comSM, Inc. will standardize its customer-facing operations on Siebel Systems, Inc.’s eBusiness Applications. According to Jupiter Media Metrix, Internet advertising revenues will nearly triple to $15.7…
Customer relationship management (CRM) application providers SAS Institute and Blue Martini Software Inc. will join forces in a three-year global strategic alliance whereby they will deploy each other’s applications. The collaborative effort will enable joint SAS and Blue Martini customers…
EDS has signed a three-year, worldwide master software licensing deal with E.piphany, Inc. allowing them to become a reseller of E.piphany E.5TM — a suite of customer relationship management (CRM) tools. EDS has formed collaborative alliances with companies, such as…
Interact Commerce Corporation’s SalesLogix QuickStart is offering a money-back guarantee to its small business customers if the customer relationship management (CRM) solution is not fully implemented and operational within 30 days or they will provide a 50 percent discount on…
Financial news provider Dow Jones Newswires will standardize its North American sales and customer support operations on salesforce.com’s online customer relationship management (CRM) service. Dow Jones Newswires, published by Dow Jones & Company, delivers electronic, real-time news for global market…
Pivotal Corporation has appointed Bo Manning as president and CEO of the company, replacing co-founder, Norm Francis. Francis, who will continue as chairman of the board, remarked that the new chief represents the beginning of an exciting, aggressive new era…