Know Your Customers
So, you think you know your e-company’s demographic group pretty well? Got it narrowed down to males and females between the ages of 18 and 65, all of whom enjoy online shopping? Well, that’s not going to be very helpful…
Robyn Greenspan
Robyn Greenspan, an independent researcher and speaker, is interested in innovation, market trends and information technology. She was a participant in the AI Summit and also took part in the IEEE International Conference on Edge Computing, International SOA Symposium series and the International Cloud Symposium series. She graduated from Temple University.
She was previously the communications and research manager for the AMS, an internationally recognized professional association that advances knowledge in the IT and business management areas.
BEA Teams with Peppers and Rogers Group for CRM Strategy Workshop
BEA Systems, Inc., a global e-business infrastructure software company, has partnered with management consulting firm Peppers and Rogers Group to produce the CRM Strategy Workshop. The five-day executive-level workshop is designed for BEA customers and was launched to coincide with…
Boomerang Merchandise
One of the many responsibilities of any e-tailer is dealing with customer returns – the products that find their way back to you with expectations of a refund. This is just a part of doing business and oftentimes, the returns…
Personify Secures $20 Million
In a strong show of confidence, Personify® Inc., provider of customer intelligence applications, has secured $20 million in financing. The funding was led by ABS Ventures and included investments by Alloy Ventures, U.S. Venture Partners, Partech International, Alpine Technology Ventures,…
Quantum Chooses a Bright CRM Solution from Broad Daylight
Data protection provider Quantum Corporation has decided that the choice is clearly visible — they will utilize the customer relationship management (CRM) solutions of Broad Daylight, Inc. “We needed technology to help us provide top quality customer service on the…
Oncontact Releases CMS 5.0
Oncontact Software, developer of customer relationship management (CRM) solutions for mid-market companies, has released version 5.0 of its Client Management Software (CMS). The new version builds on the features and functionality that has made CMS a customizable and easy-to-use system,…
Virtual Salesforce
Imagine having some of these conversations with your online customers while they shop from your site: "We have a beautiful scarf to complement that sweater you are browsing." "If your dog likes those peanut butter biscuits, he’ll probably love this…
Onyx Delivers CRM Services to Airborne Express
Provider of worldwide distribution solutions Airborne Express has selected Onyx Software Corp. to deliver the customer relationship management (CRM) tools and expertise needed to propel sales and marketing efforts. The air express delivery field is becoming more competitive and the…
Clarent Brings a New Voice to Oracle
Internet protocol (IP) communications specialist Clarent® Corporation announced the integration of Oracle’s Service Delivery Platform (SDP) software into Clarent’s software-driven Voice over IP (VoIP) communications platform. The alliance creates an open architecture, allowing service providers to empower their customers with…
Netcentives is Petco’s Best Friend
San Francisco-based Netcentives(TM) Inc., provider of loyalty solutions, has agreed to create a customized e-mail marketing program for Petco, the specialty retailer of premium pet food, supplies and services. Netcentives’ technology and strategies allow companies to deliver relevant communications to…
The Lesser of Two Evils
In an effort to prevent future layoffs and maintain company longevity, 36 percent of the employees at Acxiom® Corporation voluntarily participated in a unique cost-saving operation — pay cuts in exchange for stock options. The fact that Acxiom has been…
ATG Tags 12 Percent in Layoffs
Art Technology Group (ATG), developers of The ATG Dynamo® e-Business Platform — a product that helps businesses understand, manage, and build their online customer relationships — will layoff approximately 150 employees in an effort to reduce costs. The company hopes…
Aberdeen’s CRM Top Ten
Aberdeen Group, a market analysis firm that helps information technology (IT) vendors establish a leading presence, has published its list of the top ten customer relationship management (CRM) implementations of 2000. The list comes as a result of the Aberdeen…
Vignette Hitches a Ride with DaimlerChrysler
Vignette Corp.®, a provider of customer-driven Internet applications, has been selected by DaimlerChrysler to standardize the global Web architecture for all its Internet functions including intranet, extranet and World Wide Web sites. The global infrastructure installation was a well-coordinated effort…
How ’bout a Little Good News?
CustomerLinx Corp., specialists in providing Web-enabled, multi-mode electronic customer relationship management (eCRM) solutions, has received an infusion of $6 million in new capital funding which will allow for continued expansion in the outsourced customer care sector. Jeff McDermott, President and…
CRM Technology Shouldn’t Be an Impulse-Buy — Even When Heavily Discounted
Don’t buy just because it’s on sale warns the information technology-centric research and consulting firm META Group. The company predicts that due to current economic uncertainties, major CRM technology purchases will be deferred until the third or fourth quarter of…
Get Out Your Yardsticks — A New Report Shows How to Measure CRM
According to the financial technology analysis firm, Meridien Research, customer relationship management (CRM) strategies can be measured for return on investment (ROI). This statement comes as a result of Meridien’s report, “Measuring ROI: Yardsticks for Managing Successful CRM Strategies” which…
The Customer is Always … Important
What is it about calling customer service that strikes immediate disdain in most shoppers? Could it be the labyrinth of voicemail options? The interminably long hold times? The endless transfers to the "appropriate" department? Or the limited ability on behalf…
Feedback Without the Bite
Customer feedback need not be painful — it can often produce commentary on how well your site is performing. Hopefully a good portion of customer communication will be fan mail but inevitably, there will be some e-mail from customers who…
NetGenesis Begins Year with Lower Revenues
Cambridge, Mass.-based NetGenesis, recently added to the Forbes ASAP List of Top 100 Growth Technology Companies, announced that it expects lower revenues of between $3.3 million and $4.3 million for the quarter ending March 31, 2001. A net loss for…
Company Hopes to Remedy First Quarter Losses
MOUNTAIN VIEW, CA–Remedy® Corporation, supplier of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) to more than 10,000 customer sites, announced preliminary financial results for the first fiscal quarter ended March 31, 2001. The Company expects to report…
Company Hopes to Remedy First Quarter Losses
MOUNTAIN VIEW, CA–Remedy® Corporation, supplier of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) to more than 10,000 customer sites, announced preliminary financial results for the first fiscal quarter ended March 31, 2001. The Company expects to report…
Could CRM Provide the Solution to the Economic Downturn?
NORWALK, CT–Peppers and Rogers Group, the management consulting firm that specializes in customer-focused business issues, is advising worried investors to turn their attention to customer relationship management (CRM). The financial survival technique is evident in the Peppers and Rogers Group…
Nominations Announced for the First AIM/Unica Personalization Excellence Awards
NEW YORK, NY–Association for Interactive Media (AIM) and Unica Corporation have announced nominations for the first AIM/Unica Personalization Excellence Awards. The award highlights the importance of successfully balancing personalization with consumer privacy protection in order to foster customer loyalty and…
Quadstone Increases CRM Connectivity with New Connector Program
BOSTON, MA–In an effort to improve analytical and operational customer relationship management integration, Quadstone — a provider of predictive marketing software — has launched new dedicated interfaces to enhance the Quadstone System. The Quadstone System offers sophisticated functionality along with…
The Multi-Layered CRM Solution from Teradata and BroadVision
NEW YORK, NY–Teradata, a division NCR Corporation, announced the launch of the new Teradata E-Business Analytics suite. The product was developed to enhance the BroadVision® suite of e-business applications in addition to providing a larger solution that allows companies to…
Commence Produces Fast Start Program for Business Partners
OAKHURST, NJ–Commence Corporation has announced the release of its new Fast Start Program, an aggressive channel initiative designed to help new and existing business partners leverage the growing demand for customer relationship management (CRM) solutions. Since 1988, Commence has created…
Andersen Study Says CRM is More Important This Year
According to recent Andersen survey, an increasing number of companies are placing more emphasis on customer relationship management (CRM) this year as compared to last year. The respondents to the March survey include 110 high-level business executives from large- and…
New ChatSpace Release Offers Multi-Language, Multi-Device Communities
CARLSBAD, CAProvider of online community building technology, ChatSpace Inc., has released its newest solution, Community Server 2.1. The new version boasts multiple language support on a variety of interactive devices, including PC, cell phone or PDA. The Community Server 2.1…
KnightRidder.com OutSmarts the Competition with a SmartSales Solution
TORONTO–Real Cities founder and Web-based local information and services provider, KnightRidder.com, announced an agreement to utilize the CRM sales solution, OutSmart. Created by SmartSales Inc., OutSmart enables sales organizations to efficiently meet the functionality and needs of sales teams, while…
You Talkin’ to Me? Global Beach and Dejima Partner to Develop Natural Language CRM Interfaces
SAN JOSE, CA– Software developer and e-consultancy company, The Global Beach Group, has announced a strategic alliance with Dejima, Inc., creators of CRM solutions that utilize a natural user interface. Taking advantage of complimentary technologies and skill sets, the partnership…
1,000 Live People Can’t Be Wrong
NEW YORK, NY–LivePerson, Inc., the application service provider (ASP) that facilitates live customer service through the HumanClick product line, has registered its 1,000 paying customer since January 2001. The array of HumanClick products provides solutions for small- and mid-market Web-based…
Why Wait? Convergys Strikes Alliance RightNow
CINCINNATI, OH–Convergys Corporation, an innovator in integrated billing and customer care services, has entered into a comprehensive technology-driven alliance with RightNow Technologies, Inc., a leading eService solution provider that helps companies effectively manage customer relationships on the Web Convergys has…
What Customers Taught E-Business
Even though there is an extensive array of technology and solutions for enterprise and storefront building, there is no substitute for a key component of e-commerce interaction — the relationship with the consumer. In many ways, the customer has dictated…
The Power of Three: Oracle Partners with Cisco and EMC
REDWOOD SHORES, CA–Oracle Corp., a leader in the e-business software provision industry, has partnered with Cisco and EMC in an effort to create more complete eCRM solutions. The new services, Support.Oracle.Com, an enhanced online customer care solution, and Sales.Oracle.Com, a…
To CRM or eCRM?
GAITHERSBURG, MD–Intellor Group, Inc. has announced the completion of a research summary titled, “A Comparison of CRM Versus E-CRM Adoption,” which analyzes how organizations are approaching their customer-centric initiatives with respect to traditional business and e-business environments. As an independent…
In Any Language, Banter Means Customer Care
SAN FRANCISCO, CA–Banter Inc., a provider of next-generation technologies for e-communication, content classification and business process automation, has released version 4.5 of the Relationship Modeling Engine (RME). Banter’s intelligent communication technologies address the e-business challenge of too much unstructured information…
SCT’s iProcess.sct Offers Enhanced Industry-Specific eCRM Functions
MALVERN, PA–SCT, a global provider of e-business solutions, announced the newest components of the iProcess.sct solution, delivering additional e-CRM capabilities. SCT enables e-business for four industry segments: process manufacturing and distribution; education; energy, utilities and communications; and government. iProcess.sct specifically…
ACE*COMM and Portal Form Comprehensive Billing And CRM Alliance
GAITHERSBURG, MD–ACE*COMM Corporation, a leading force in enterprise network management applications, has formed an alliance with Portal Software, Inc., provider of business infrastructure software for next-generation communications services. The integration of ACE*COMM’s Convergent Mediation(TM) with Infranet, Portal’s customer management and…
Multiactive Entices BlackBerry
VANCOUVER, BRITISH COLUMBIA– Multiactive Software Inc., a leading developer of unified e-business and customer relationship management (CRM) software, is working with Research in Motion’s (RIM)BlackBerry Wireless Handhelds(TM) in an effort to combine technologies. Entice! software, a Multiactive product that provides…
A View from a Shopping Cart
All of your hard work is to bring your customer to this point – checkout. Your captivating marketing techniques have led them to your site and the navigation, usability and design has proven to be effective. Your e-commerce site has…
Outpost.com Adds iCommunicate.NET to an Already Successful CRM Function
ALEXANDRIA, VA–Outpost.com, a leading Internet retailer of consumer technology products, has chosen the online customer service technology of iCommunicate.NETTM to enable its retail superstore. Outpost.com provides over 170,000 consumer technology and related products to over 1 million global customers. Their…
Talisma’s Integrated eCRM Solution
SEATTLE, WA–Talisma Corporation, a full-service provider of robust eCRM solutions, has launched it’s next generation Talisma eCRM Suite which promises to provide a more encompassing method for managing customer relationships. “Starting the second half of 2001, and continuing through 2002,…
Chordiant and Verbind Join to Prevent Customer Attrition
CUPERTINO, CA–Chordiant Software is teaming up with Verbind, Inc. to co-market LifeTime. — Verbinds real-time behavioral targeting system. Chordiant, a provider of customer relationship management (CRM) solutions for companies with extreme consumer demands, plans to integrate LifeTime into it’s Unified…
Caring for Customers Electronically
Once upon a time, a consumer could walk into a store and become cared for at a level that has since almost deteriorated. Salespeople and customer service staff were incredibly attentive and efficient – making recommendations, acting as personal shoppers…
CRM Software Market Should be Seeing Double in the Next Five Years
New York, NY–According to Datamonitor, a leading business information firm that specializes in industry analysis, the North American customer relationship management (CRM) software market is expected to grow from $3.9 billion in 2000 to $11.9 billion by 2005. Consequently, accrued…
8 Convenience Factors
Which do you prefer — going out to the mall where parking spots are scarce and crowds are plentiful? Or shopping from the comfort of your robe and slippers and finding exactly the items you want? With an increasing number…
Salesforce.com Announces First Online CRM Service
SAN FRANCISCO, CA–Salesforce.com has introduced a seamlessly integrated, online CRM system that can be operated without software installations or additional hardware. The fully customizable component hopes to revolutionize the manner in which e-businesses support and manage customer relationships. The $50…
Interaction = Satisfaction
Any site enhancements that increase visitor interaction can improve customer satisfaction. And content consumers can be very profitable. But, for small e-businesses, some of the better customer relationship management tools, such as live chat, can often be cost-prohibitive. With GetMeLive…
9 Navigational Steps
The most diligently marketed e-commerce site that contains the best products can waste away from lack of sales. If customers can’t easily locate items and proceed through check out quickly, your profits and traffic could get lost too. Usability is…