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eCRMGuide.com Staff

Weeding Out the Right CRM Solution

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…

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. Best Buy currently maintains more than 1.6 terabytes of data in a single database and performs data integration operations on 250…

Corel Draws on Aspect

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.…

AT&T Calls on WRQ

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…

Gartner Creates its First CRM Excellence Award

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…

eSupportNow Hires Boni

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,…

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. While Mortgagebot already has these interactive customer relationship management (CRM) tools in place, InstantService will bring expanded functionality and easy integration…

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 Kohls had originally constructed to represent their online…

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…

Commence RM Released

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…

Coloring Expectations

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…

Onyx and Primus Join to Help Moso

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…

ATG Launches Certification Program

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 Announces Service Partner Program

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 Stays In Touch With Salesforce.com

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 Catches Firstwave

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…

Growing CRM Frustration

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…

CRM Solutions Face Tribal Council

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…

Taking Customer Satisfaction to the Bank

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 8 CRM Headlining in Vegas

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 Brings CRM Power to Encompys

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…

TeaLeaf Launches TeaCommerce 2.0

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…

vSente Formulates A Strategic CRM Methodology

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…

Company Offers Free, Online CRM Audit

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…

Hyperion Enhances eCRM Analysis Applications

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…

Chordiant Introduces Unified Rules For CRM

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…

Wheelhouse, E.piphany To Host CRM Seminar Series

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…

Report: Bank On IT For Improvements In CRM

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…

Oracle Unveils Support.Oracle.com

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…