Boston-based IT consulting firm, Aberdeen Group, has released their annual report, “What Works: Ten Significant CRM Implementations of 2001,” documenting the most successful deployments of the year. The findings come as a result of vendor surveys that measured both qualitative…
Customer feedback is an important component in growing an e-commerce site but many consumers only write to companies when they have a complaint, skewing comments negatively. Instituting methods that make it easy, and worthwhile, to comment on service will help…
While most e-businesses have finally realized how important it is to cultivate relationships with customers, few have actually engaged in reciprocal dialog with shoppers. E-tailers send relevant personalized messages to customers, and customers can ignore them or respond with sales…
Support.com, Inc. has introduced a new CRM solution designed to service online customers. The Web-based solution, Satisfaction SuiteTM, combines a robust self-service component with real-time assistance, resulting in more accurate and personalized responses to customer inquiries. “Today, with the introduction…
Open University, the United Kingdom’s largest academic institution, will improve communication with its 150,000 online students through KANA Response by Silicon Valley-based CRM provider KANA. “The Open University needed a highly-scalable, external-facing eCRM solution to manage student inquiries that would…
San Francisco-based CRM solution provider, salesforce.com, has been hard at work with new releases and strategic alliances while still having time to pull together a star-studded benefit concert at New York’s Carnegie Hall. New Releases The three new CRM products…
SafeHarbor Technology Corporation, provider of Web-based customer support services, will add more digital government properties to the growing list of sites utilizing its solutions. SafeHarbor already provides customer and technical support for eight digital government initiatives and four state agencies…
Live chat has become a very useful customer satisfaction tool, particularly when businesses must continually compete for a share of the digital dollar. With one click, a customer can have questions answered via interactive dialog with a helpful service agent.…
Melanie Bell, the former number one regional vice president of sales at Siebel Systems, has been appointed to the position of senior vice president of North America strategic accounts and central region for Pivotal Corporation. “Pivotal is a company on…
DCI’s CRM Conference & Exposition concludes today in Chicago where consulting firm ISM, Inc. announced the Top 30 CRM software packages for 2002. The winners were chosen after comprehensive tests in ISM’s CRM Software Lab and the Top 30 scored…