By eCRMGuide.com Staff Since deploying the customer relationship management (CRM) solutions from Kana Communications, Inc. a year ago, Sony Online Entertainment has seen a dramatic improvement in their customer service functions and practices. As any online gamer knows, response time…
James Reagan is the new chief technology officer at netDecide Corp., a developer of Web-based wealth management systems for the financial service industry. Reagan, whose background includes executive posts in the banking and high-tech industries, brings expertise in financial services…
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, 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…
R.R. Donnelley Financial and Grafica.eCRM Corp. have announced a strategic alliance that will benefit companies looking for complete multi-channel communications solutions. The partnership between financial printer and customized communication provider R.R. Donnelley Financial and Grafica.eCRM Corp., an enterprise customer relationship…
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…
There’s great truth to the adage: "You can’t manage what you don’t measure." The trick is in picking the right measures and deciding how to use them. Calculating ROI (Return On Investment — the ratio of profit gained or lost…
With the CRM market rapidly burgeoning many companies are implementing large and costly CRM packages – some, however, are finding that it’s better to start small. The market for CRM is estimated to reach $20.4 billion this year alone and…
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…
Interactive shop iXL Enterprises is aiming to, well, become less of an interactive shop, by shifting away from site design and more to the nitty-gritty areas of Web consulting. To accomplish that shift, it’s hired a stable of executives with…