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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.

Siebel Solidifies CRM with 7

Siebel Systems, Inc. has introduced its newest offering — Siebel 7 — a fully integrated suite of applications for customer relationship management (CRM), partner relationship management (PRM) and employee relationship management (ERM). Siebel 7 extends the reach and functionality of…

A Week of Recognition

Customer service representatives, who are often on the receiving end of consumer dissatisfaction, now get the respect they deserve. The first week of October signifies National Customer Service Week — a time devoted to recognizing the importance of customer service…

Knowing When to Say, “Goodbye”

Customer relationship management (CRM or eCRM) has become critical to e-commerce and companies that are successful at implementing these strategies are likely to achieve profitable results. However, with so much emphasis on customer retention, what often gets overlooked is that…

Forbes.com Deploys PurpleCRM

Forbes.com, the online component to the business magazine, will power its sales force automation (SFA) with PurpleCRM from Purple Solutions, Inc. PurpleCRM capitalizes on the intuitive interface of Outlook, using its contact forms to capture information that includes customer communication,…

Artificial Help Wanted

To meet the round-the-clock demands of the Internet, e-commerce sites have to make extra efforts to provide customer support. Unless you can afford a 24/7 staffed call center, you’ll have to make preparations for middle of the night shoppers and…

Mea Culpa

With all the thousands of details swirling around an e-commerce site, there are bound to be mistakes — sometimes at the customers’ expense. When your e-business inadvertently makes an error that affects customers, don’t expect a canned e-mail to suffice.…

Batteries Not Included

You know that excitement you get when the big box with your latest online purchase arrives? You’ve tracked the package repeatedly, willing it closer and closer to your home and now it’s finally here. With great enthusiasm, you open the…

Finding Out Who Buys 11 CDs for a Penny

Music, DVD and video direct marketer, The Columbia House Company, has chosen CoremetricsTM, Inc. to provide customized analysis of online customer behavior. With Columbia House’s heavy reliance on targeted marketing, the data-driven business intelligence solutions from Coremetrics will allow for…

Eight Secrets for Successful e-Service

According to a white paper titled, “The Insider’s Guide to Customer Service on the Web: Eight Secrets for Successful e-Service,” companies that don’t develop effective customer relationship management (CRM) strategies can wind up spending up to 20 times more per…

How to Scare Away Customers

Got too many visitors? Profits climbing? Becoming too successful? Have way too much money? If so, here are some techniques for driving away business: Promote the site to entice visitors, only to have them find “Under Construction” signs plastered on…