When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…
The customer is king is the mantra of many businesses. But while providing good customer service may give a business a competitive advantage, it is not generally a core competence or profit-generating activity. Typcially, customer service is an expense item…
When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…
QAS, a Boston maker of software to help companies manage mailing lists, has won a contract with Consumer Credit Counseling Services (CCCS), a San Francisco provider of money management information and assistance. QAS’ flagship product, QuickAddress, uses post office data…
This is the final installment of a three-part series on customer profitability management. To recap part one, though many businesses see changing customer mix as the key to improving profitability — attracting big accounts and shunning smaller clients — smarter…
Taking aim at the mid-size enterprise market currently controlled by Microsoft Great Plains, NetLedger Inc.today announced NetLedger Advanced Accounting. The San Mateo, Calif.-based maker of the Oracle Small Business Suite will market its new online accounting services to business with…
Internet business software maker PeopleSoft looked to inject some new life into its sales with the release of new homeland security products and an international mid-market sales program. The Pleasanton, Calif.-based firm Monday took the wraps off its PeopleSoft PASS…
Watch Hill Partners, a Providence, R.I., consulting firm specializing in customer relationship management and wireless services, has made two hires: David Berndt, director of the mobile solutions group; and Leslie Talbot, director of business development. “We’ve been successful in bucking…
During AOL’s heyday, Meyer Berlow was the rainmaker. He developed strategic partnerships with corporations looking for access inside the walled garden populated by AOL’s wealth of customers who never ventured to the outside world of the Internet. These strategic partnerships…
Company: RightNow® Technologies is a CRM provider headquartered in Bozeman, Montana. Founded in 1995, RightNow offers tools designed to assist companies deliver superior online customer service. RightNow’s premier product, RightNow® eService Center, automates customer service through self-service tools, email response…