By Arthur O’Connor. I recently saw this factoid on a Web site: “Only 1 percent of CRM implementations succeed.” No source was provided, as if the statement needed no attribution — assuming it’s common knowledge that CRM is a complete…
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…
by eCRMGuide.com Staff Kana Communications, Inc. has successfully merged with Broadbase Software, Inc., creating one new entity called KANA. The company will continue to provide eCRM software solutions and will immediately bring its products to the marketplace and its 1,200…
by eCRMGuide.com Staff Siebel Systems, an e-business applications provider, and information-solutions company Experian, have joined efforts to produce an integrated suite that will reveal a real-time comprehensive view of customers. “Siebel Systems’ partnership with Experian addresses two needs many of…
by eCRMGuide.com Staff Online communications enabler, LivePerson, Inc., has released LivePerson Exchange — a suite of four major customer relationship management (CRM) components that build upon LivePerson Corporate. “We spent several months listening to customers and incorporating their suggestions into…
By Zhenya Gene Senyak If there’s a bright side to the economic doldrums and the current dot-compression, it might just be the renewed urgency to understand what it is that customers want. And when they need it. Clearly, what passed…
According to a recent survey of CIOs (chief information officers), more of these executives are focusing this year on their organization’s ability to execute and support CRM (customer relationship management) by taking a hard look at their infrastructures. This comes…
by eCRMGuide.com Staff Research from Internet analysts Jupiter Media Metrix reveals that 74 percent of businesses will spend more money on customer relationship management (CRM) infrastructure in 2001 than they did in 2000 — most increasing spending by 25 to…
The number of individuals seeking online customer service will jump from 33 million in 2001 to 67 million in 2005, according to Jupiter Media Metrix, but companies seem willing to invest the money needed to meet the demand. Nearly three-quarters…
by eCRMGuide.com Staff Frost & Sullivan, a global marketing consulting firm, has concluded new customer relationship management analysis that looks at a burgeoning component. The report, “Web Self-Service Knowledge Base Solutions,” focuses on the self-service aspect of CRM since rising…