Astute Solutions has added The Toro Company and Gage Customer Service to its client roster with the deployment of its PowerCenter customer relationship management (CRM) system. Both Toro and Gage Customer Service chose PowerCenter based on its system architecture, usability…
Consumer electronics retailer Best Buy Co., Inc. will gain customer service enhancement via Informatica Corporation’s PowerCenter data integration platform. Best Buy currently maintains more than 1.6 terabytes of data in a single database and performs data integration operations on 250…
Aspect Communications Corporation’s Aspect® Contact Server will be the customer relationship management (CRM) application of choice for Corel Corporation. Corel creates graphics and business productivity applications to customers in many industries — home, corporate, government, academic, designers and legal professionals.…
Telecommunications giant AT&T will utilize WRQ Inc.’s Verastream Host IntegratorTM in an effort to improve customer service satisfaction and call response times. WRQ, a Seattle-based integration and management solutions company, simplified existing AT&T call center processes while unifying access to…
Research and advisory firm Gartner, Inc. will present its first CRM (customer relationship management) Excellence Award to recognize the business-to-business, business-to-consumer and electronic CRM (eCRM) companies that most clearly demonstrate excellence in their CRM initiatives. The award will be presented…
Peter J. Boni, former president and CEO of eCRM (electronic customer relationship management) firm Prime Response, Inc., has joined eSupportNow, Inc. as company chairman. Boni will work with the president and CEO of the Boston-based customer care company, Renan Levy,…
According to industry analyst firm IDC, the customer relationship management (CRM) market is expected to generate over $14 billion in revenue by 2005. This figure represents the significant 84 percent increase that was exhibited in the year 2000 of $6.2…
Mortgagebot, an online lending service, will utilize the live chat and e-mail solutions of InstantServiceTM to enhance customer satisfaction. While Mortgagebot already has these interactive customer relationship management (CRM) tools in place, InstantService will bring expanded functionality and easy integration…
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 Kohls had originally constructed to represent their online…
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…
Customer relationship management (CRM) software company Commence Corporation has released its newest solution — Commence RM — which builds upon the technology of Commence2000. Commence RM is a customizable CRM solution that combines an account management database with an integrated…
According to analyst firm The Yankee Group, shoppers who buy women’s clothing on the Web return approximately 40 percent of merchandise because it doesn’t meet expectations in terms of color, fit and quality — more than double that of brick-and-mortar…
Ericsson Microsoft Mobile Venture will be the beneficiary of a joint effort by Primus and Onyx® Software. The companies have combined to create a robust knowledge-enabled customer relationship management (CRM) platform that will allow full time accessibility to sales, support…
Coming on the heels of layoff announcements, ATG (Art Technology Group, Inc.) has launched the ATG Certified Professional Program. Designed to promote quality and efficiency among developers using the ATG Dynamo® e-Business Platform, the program will set professional standards and…
Salesforce.com, provider of customizable customer relationship solutions, has announced a Service Partner Program with strategic North American locations. The program was developed to match salesforce.com customers with consultants who are highly qualified in bringing CRM implementations to fruition. Service Partners…
BroadVision Inc., developer of personalized e-business applications, will standardize its global 300+ person workforce with salesforce.com’s online customer relationship management (CRM) service. BroadVision will utilize salesforce.com’s CRM service to consistently update the sales department and keep regional managers in touch…
Citizens Business Bank, the largest bank headquartered in the Inland Empire area of California, has chosen a customer relationship management (CRM) solution provided by Firstwave® Technologies, Inc. The Web-based solution — Firstwave eCRMTM — will supply an expense tracking system…
R.R. Donnelley Financial and Grafica.eCRM Corp. have announced a strategic alliance that will benefit companies looking for complete multi-channel communications solutions. The partnership between financial printer and customized communication provider R.R. Donnelley Financial and Grafica.eCRM Corp., an enterprise customer relationship…
According to a recent survey conducted by Critical Research and commissioned by intelligent service software provider Motive Communications, Inc., online business buyers routinely encounter poor online customer service. In fact, customer dissatisfaction is so prevalent that many business customers regularly…
Procter & Gamble, marketer of consumer products, will utilize the solutions provided by i2 Technologies, Inc. to improve customer service and order management methods. i2 CRM (customer relationship management) Solutions is designed to enable companies such as P&G to fulfill…
NativeMinds, developer of self-service interaction management software, has partnered with eAssist and Forrester Research to produce a series of executive seminars. Titled, the "Customer Service Survivor Series" focuses on how Fortune 1000 companies can develop effective strategies to improve customer…
Nintendo of America Inc., a market leader in the United States’ $7 billion video game industry, will utilize Banter Reply, Banter’s enterprise-class e-mail response solution for fast and accurate online customer service. Banter Reply boasts sophisticated analytics that evaluate consumer…
Satmetrix Systems, a company that enables businesses with real-time customer experience management (CEM) solutions, announced the winner of the Satmetrix Best Customer Satisfaction Award for the financial services category — Washington Mutual, Inc. Washington Mutual claimed the honor with a…
PeopleSoft Inc. will unveil PeopleSoft 8 CRM (customer relationship management) at their Leadership Summit in Las Vegas, Nev., June 4th-5th. PeopleSoft 8 CRM is being touted as the next generation of customer relationship management software since clients will not need…
Onyx Software Corporation will provide the customer relationship management (CRM) component to Encompys, a newly-created venture that supplies asset managers with a fully integrated, global straight-through processing (STP) solution via the Internet. Backed by Accenture, Advent, Compaq, Microsoft and The…
DARIEN, CT–Internet World/eCRM Spring 2001 will take place March 12-16 at the Los Angeles Convention Center, according to the event’s producer, Penton Media. The business media company says 50,000 attendees will visit more than 500 exhibiting companies on the show…
STAMFORD, CT–Worldwide customer relationship management (CRM) spending will reach $76.3 billion in 2005, up from $23 billion in 2000, according to Gartner, Inc. The firm’s analysts say that to be successful in business, a CRM strategy is essential and executives…
CAMBRIDGE, MA–New wireless technologies have sparked location-privacy issues, but that’s only the beginning of a broader privacy revolution. According to “Surviving The Privacy Revolution”, a new report from Forrester Research, companies are facing mounting customer anxiety and a growing labyrinth…
SANTA ANA, CA–Advanstar Communications has announced the second annual CRM Solutions New York taking place May 1-3, 2001 at the Jacob Javits Convention Center. The business information company says the event will feature a vertical focus on the finance and…
LOS ANGELES–In a just released survey, top customer service managers, operations directors and business development executives were asked to name their most pressing customer service issues. 70% cited either service quality or cost control. The survey, conducted by PeopleSupport, Inc.,…
PALM SPRINGS, CA–Charles D. Morgan, Company Leader for Acxiom Corporation, says that constantly changing technology and the growing global landscape means successful companies must select the right partners and alliances to help achieve a true customer-centric enterprise. Speaking at the…
SAN FRANCISCO–TeaLeaf Technology, who says it’s the first company to enable e-businesses to understand the complete online customer experience, has unveiled TeaCommerce 2.0, a new release of TeaCommerce solution for IT and business professionals. The company says TeaCommerce 2.0 includes…
SAN FRANCISCO–Expanding on a 10-page white paper they published in October 2000, vSente has begun shipping a 230-page strategic methodology for CRM titled FIRSTmaneuver. Referring to a statistic stating that up to 80% of all Customer Relationship Management (CRM) initiatives…
SAN MATEO, CA & CHARLOTTE, N.C.–QUIQ, Inc., a provider of mass collaboration software for customer service, and Quaero LLC, a CRM service provider, have announced a strategic alliance. According to the companies, Quaero will use its expertise in CRM solution…
BOSTON–CRM provider Norkom Technologies says it is offering organizations the opportunity to discover whether or not they’re ready for customer relationship management. Companies can now take the “Are You Ready for CRM?” test on Norkom’s recently redesigned web site. “By…
DARIEN, CT–Details of the second annual eCRM Spring 2001 Conference & Exhibition have been announced. The conference, to be co-located with Internet World Spring, will be held March 13 -16 at the Los Angeles Convention Center. The conference will be…
NEW YORK–Despite marketers’ enthusiasm for 1-to-1 and “customer relationship” marketing, a new study from Impiric, an integrated marketing solutions company, reveals that many consumers don’t feel the same way. Findings in the “Brand Partnership: What Consumers Want From 1-to-1 Marketing”…
TROY, MI & AUSTIN, TX–Syntel, Inc., an e-Business and applications outsourcing firm, and Motive Communications, Inc., a online customer care solutions provider, have announced the formalization of a partnership to deliver high-performance online services to Fortune 1000 customers. According to…
SUNNYVALE, CA–Hyperion, a business analysis application software devloper, has announced new versions of four eCRM analysis applications. The company says these products give businesses the ability to optimize their CRM and e-business investments by integrating, analyzing, and understanding customer attributes…
CUPERTINO, CA–Chordiant Software, Inc., a unified CRM solution provider, has announced the release of Chordiant Unified CRM Solution v3.0 with new Chordiant Unified Rules. Chordiant says Unified Rules is the first enterprise class, front to back office customer integration management…
CHICAGO–ISM, a CRM research, market analysis and consulting firm, presented their Top 15 Software selections at a special “and the winner is. . .” session at DCI’s CRM Conference and Exposition yesterday evening. The company says continued, robust growth of…
CLEARWATER, FL & DETROIT, MI–Matrix Technology Group Inc., a new generation technology consolidation company, and Urban Science, a customized solutions provider, say they have created a marketing and technology alliance to provide integrated CRM Analytics and Marketing Automation Software tools.…
Wheelhouse Corporation, a marketing infrastructure services provider, and E.piphany Inc., a customer interaction software provider, have announced a three-city industry seminar series for senior marketing professionals in the Financial Services, High-Tech and Media & Entertainment industries. Wheelhouse says the emergence…
CHAPEL HILL, N.C.–World-class companies that adhere to uncompromising customer service standards are turning to emerging technology to drive dramatic improvements, according to a report from Best Practices LLC. Organizations that ignore IT’s escalating role in customer relationship management (CRM) allow…
MOUNTAIN VIEW, CA–Satmetrix Systems, a provider of Customer Experience Management (CEM) products and services, has announced that it has named eBay, the online trading community, and Amazon.com, the Internet retailer, as joint winners of the Satmetrix Best Customer Satisfaction award…
PARIS–Oracle Corp., a provider of software for e-business, has unveiled Support.Oracle.com, a new offering it says delivers the customer care applications of the Oracle E-Business Suite as an online service. Oracle says Support.Oracle.com is accessible via a web browser from…
NEW YORK–New York City will be host to the third annual Personalization Summit, to be held April 1-3 at the New York Hilton. The Personalization Summits says attendees will include major retailers, leading financial service and insurance providers, and the…
BURLINGAME, CA–Active Decisions Inc. (ADI), a provider of eCRM decision support applications, has launched Active Sales Assistant, an interactive decision guide for e-commerce sites that they say helps consumers decide what to buy in over 120 product categories. ADI says…
STAMFORD, CT–Developing lasting and profitable customer relationships may be as simple as giving customers the ability to choose the time, place and channel of contact, according to study findings released by Pitney Bowes Inc., a provider of integrated mail, messaging…
LOS ANGELES–When top customer service managers, operations directors and business development executives were asked to name their most pressing customer service issues, 70% cited either Service Quality or Cost Control. Forty percent identified Service Quality as their organization’s number one…