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News: August 2003

Industry and product news on CRM, Business Intelligence, ERP, supply chain management, and other enterprise applications. - Archive for August 2003

Salesforce.com Cleans Up its Karma

An altruistic marketing tactic backfires as the online software vendor apologizes to Dalai Lama supporters for posters advertising a San …

Firepond Licensing Business Heats Up

The Minneapolis maker of customer service and e-commerce software licenses three patents to eGain, a provider of call center software.

Consumer Advocate Taps Net for Top Fed SSNs

Ashcroft, Tenet and Muris targeted as group urges Bush to support stronger identity theft laws.

ASAP's Fables

How long is 'as soon as possible'? Defining, and meeting, customer deadlines.

Settled Siebel Suit Triggers Corporate Governance

The enterprise software company settles a suit and institutes tighter control over corporate governance in the face of a …

3Com, Aspect Target Enterprises, Call Centers

The companies will jointly develop, sell and market IP phone platforms and advanced CRM software.

Choosing Your Perfect Software Match, Part 3

If you could have any analytics software in the world, what would it be? Part three of a three-part conversation.

RightNow Reveals Top Customer Service Trends

Top-line and proactive customer service, strategic importance of service and consolidation of customer service channels were key customer …

A New Player Emerges in Chat-Based CRM

A slew of large enterprises have integrated instant messaging and chat into their CRM solutions -- but the benefits of real-time …

Choosing Your Perfect Software Match, Part 2

If you could have any analytics software in the world, what would it be? Part two of a three-part conversation.

Feds Want Banks to Warn of ID Theft

Proposed guidelines require financial institutions to inform consumers of incidents of unauthorized access to personal data.

Onyx Gains Ground in Asia

The CRM provider landed new customers in China and signed a key partnership with a reseller in Korea

WebSideStory Bows HitBox Enhancements

Can an online Web analytics service offer robust data collection and reporting, yet be simple enough for non-technical users? WebSideStory …

Make Policies Positive

Be a spin doctor. Make the negative more positive, and build customer loyalty.

Sprint Dials in Call Center Contracts

The telecom carrier signed two new multi-year, multi-million dollar deals to support financial services call centers.

CRM Analytics Offers Challenges and Opportunities

Where should an IT executive turn for reliable, integrated analytics? Four vendor segments are competing to dominate the CRM analytics …