by eCRMGuide.com Staff OmniSky Corporation, a global provider of wireless applications and services, will utilize the customer relationship management (CRM) processes of ZAMBA Solutions. An announcement today revealed that ZAMBA will provide a method for enabling efficient and effective analysis…
by eCRMGuide.com Staff Chordiant Software Inc. has released the Chordiant Selling Director — a product that allows enterprises to quickly create and deploy engaging Web interactions that are targeted to their customers. The application produces dynamic dialogs that guide end…
Companies considering viral marketing and customer satisfaction when identifying loyal customers can reduce customer acquisition costs by 27 percent and increase average order sizes by up to 60 percent, according to Jupiter Media Metrix. But they don’t seem to be…
By boston.internet.com Staff Lightbridge (NASDAQ:LTBG), a Burlington, Mass., provider of business software to wireless carriers, has received a three-year contract extension from Sprint (NYSE:PCS). Financial terms were not disclosed. The deal covers Lightbridge’s customer acquisition system, which is used by…
By sa.internet.com Staff Dimension Data’s (DiData) South African i-Commerce division reports that it has completed an e-business customer management solution for German software company, InVision Software AG. InVision bills itself as a “supplier of needs-oriented Workforce Management solutions,” with offices…
By SV.internet.com Staff Fair, Isaac and Co. (NYSE: FIC), which develops online data management systems and services, Friday named JC Wood as the vice president to lead the company’s MarketSmart business development effort. MarketSmart Decision System is a customer relationship…
by eCRMGuide.com Staff San Jose, Calif.-based Aspect Communications Corporation has globally released the Aspect® Customer Self-Service (CSS) Feature Pack for the Aspect Contact Server and the company has also made an upgrade to Aspect Call Center software to version 8.0.2.…
by eCRMGuide.com Staff Calico Commerce, Inc., a provider of interactive selling software for manufacturers, has entered into a strategic alliance with Japanese IT services leader Toshiba Information Systems Corp. The partnership will allow manufacturers to efficiently deploy build-to-order (BTO) and…
by eCRMGuide.com Staff Effective immediately, RMH Teleservices, Inc. has wrapped up a multi-year deal with United Parcel Service, Inc. to deliver inbound customer relationship management (CRM) services. Terms of the deal were not disclosed. John Fellows, CEO of RMH Teleservices…
A recent study by the Gartner Group’s CRM research group revealed that only a third of the e-tailers surveyed were deploying a CRM initiative. “Customer Relationship Management (CRM) technologies are still relatively immature,” notes Carol Ferrara-Zarb, research director for Gartner’s…
by eCRMGuide.com Staff eSilicon Corporation, supplier of integrated circuits (ICs) to electronics companies, has selected the customer relationship management (CRM) suite from Remedy® Corp. Remedy’s solutions will allow eSilicon to improve customer response rate while expeditiously anticipating needs and identifying…
by eCRMGuide.com Staff According to a new Peppers and Rogers Group white paper titled, “How To Turn Around Your Stalled CRM Implementation,” billions of dollars are being invested in CRM, yet up to 80 percent of the projects fail to…
After years of slowly converging, the profile of the average adult American Internet user looks like the profile of the average American, according to online market research firm InsightExpress. The demographic shift — from early adopters of new technology who…
By Larry Caretsky, CEO, Commence Corporation In today’s competitive, customer-driven marketplace, deploying customer relationship management (CRM) technology is more than a strategic initiative – it is a business necessity. With the right solution, companies can deploy a successful sales, marketing,…
By Authur O’Connor Measuring CLV (customer lifetime value) used to be considered — and for many it still is — a prerequisite to any investment in CRM (customer relationship management). After all, without first measuring the potential value streams, how…
by eCRMGuide.com Staff Business Objects, developer of business intelligence (BI) solutions, has created the Business Objects Open Customer Relationship Management (CRM) Partner Initiative — a consortium of application providers, consulting companies and software vendors, bringing a complete CRM solution to…
European consumers have become sophisticated, discriminating and happy to make an independent decision about how to deal with the interactive channel, according to Datamonitor’s third annual interactive consumer survey, IMPACT 2001. Given the readiness of online consumers, Datamonitor found that…
by eCRMGuide.com Staff Mobile infrastructure software and service provider AvantGo has released its first packaged mobile application — AvantGo Mobile SalesTM. The mobile sales force automation application will wirelessly support all of Research In Motion’s BlackBerry Wireless HandheldsTM, Microsoft Pocket…
by eCRMGuide.com Staff Blue Pumpkin Software, Inc., developer of efficiency-building enterprise solutions, has been chosen by Cisco Systems to be part of the Cisco iQ Ecosystem Program. The Cisco iQ (Internet Quotient) Ecosystem Program combines Cisco’s expertise and architectures with…
by eCRMGuide.com Staff Primus, provider of knowledge application software, has released a version of its Primus® Suite specifically for the telecommunications industry. Primus® Suite for Telecommunications includes Primus® eServer, Primus® eSupport and Primus® Interchange. All components can be integrated into…
By eCRMGuide.com Staff Billing World magazine has announced the winners of its 2001 Excellence Awards at the Telestrategies Billing World 2001 Conference & Exhibition in Orlando, Florida. After a period of open nominations, award entries were collected and evaluated and…
By eCRMGuide.com Staff Altitude Software, Inc. creator of the Unified Customer Interaction (uCI) suite, and consulting firm One on One Contact Solutions have signed a co-marketing agreement, allowing both companies to jointly refer their products and services to their respective…
A survey of nearly 300 North American companies by Harte-Hanks found that more than four of five companies are outsourcing the construction or maintenance of at least some part of their CRM solution. The study sought to examine how companies…
By eCRMGuide.com Staff Customer relationship management (CRM) solution provider Minacs Worldwide Inc. has been chosen by General Motors Corporation to create a contact center for its North America Technical Assistance Center in Pontiac, Mich. The deal spans three-years (July 1,…
By dc.internet.com Staff Sideware (OTC:SDWS) has named Kenneth Thornton as chairman of the board of the online customer service company. A former senior executive with IBM for 33 years, Thornton has served as a director on the Sideware board since…
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…
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 In an industry that is often beleaguered by customer dissatisfaction, it is refreshing to note that US Airways has been recognized for its outstanding customer service. Presented by NSDI Teleperformance, the 2001 U.S. CRM (customer relationship management)…
In an effort to offer a scalable turnkey solution that can be easily deployed across multiple customer service channels, IBM and Sideware will collaborate on customer service applications designed to assist companies of all sizes and government agencies. “IBM has…
by eCRMGuide.com Staff Interelate, Inc., a provider of turnkey, hosted customer relationship management (CRM) solutions, has created a system that hopes to help mortgage lenders during the current increase in refinancing. According to mortgage industry data, 25 to 50 percent…
by eCRMGuide.com Staff Direct mail has been determined to be the most effective method for reaching customers, according to a survey released by Pitney Bowes. In a collaborative study with management consulting firm Peppers and Rogers Group, more than 350…
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…
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…
by eCRMGuide.com Staff Business application developer Magic Software Enterprises will provide the solutions for BBDO InterOne’s marketing projects, as well as to support e-business sites developed for its customers. BBDO InterOne, a member of the BBDO worldwide network of agencies,…
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 InstantServiceTM a live chat and electronic customer relationship management (eCRM) solution, was recognized by Customer Inter@ction SolutionsTM as “Product of the Year 2000” in the category of Web-based Customer Interaction Management (CIM) software via an application service…
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…
by eCRMGuide.com Staff Customer Inter@ction Solutions Magazine, published by Technology Marketing Corp. (TMCTM), will launch their first annual Customer Inter@ction SolutionsTM (CIS) Conference and Expo, July 18-20 in Atlanta at the Cobb Galleria. The conference will focus on contact center…
by eCRMGuide.com Staff Travel Web site Travelocity.com Inc. will be utilizing Centerpost Corporation’s SmartDeliverySM messaging service to its 27 million members. The introductory service allows proactive travel alerts to be transmitted to Travelocity’s members using any communications device — mobile…
Xchange Asia Pacific is one of the worldwide regional offices of Xchange, Inc. Xchange enables an organization to develop customer interaction strategies, based on profitability, that coordinate all touch points — creating a consistent and personalized dialogue with customers. Xchange’s…
by eCRMGuide.com Staff Enterprise Interaction Suite (EIS) 4.0, a customer service solution from Sideware, has been honored with Call Center Magazine’s Editor’s Choice award. The award is given after a through review and is bestowed upon solutions that enhance call…
by eCRMGuide.com Staff Hyperion, developer of business analysis software, has introduced the Hyperion eCommerce Analysis Suite®, a component of Hyperion eCRM (electronic customer relationship management) Analysis. The suite analyzes data from disparate sources, such as e-commerce transactions and Web-server logs,…
Many factors come into play when gauging the staying power of an e-tailing venture – though not usually given its due, usability plays a significant role. Creating an online environment where it’s easy for notoriously hesitant online consumers to spend…
by eCRMGuide.com Staff Application provider to professional firms, Interface Software has brought another dimension to the customer relationship management (CRM) landscape — Relationship Intelligence. Unlike traditional CRM, which often captures disparate information, relationship intelligence focuses on transforming a firm’s internal…
By eCRMGuide.com Staff GartnerG2, the research service component of global advisory firm Gartner, Inc. , has released a report entitled, "The Edge Economy: Give Up Control, Gain Revenue," stressing the growing importance of close customer and supplier relationships. GartnerG2 defines…
By Arthur O’Connor With so much focus on the role of technology in data analysis and warehousing, it’s sometimes easy to forget that customer knowledge isn’t a software package or a database — it’s an approach to doing business. This…
Understanding the why of online consumer behavior can help you serve effective, targeted online advertising and marketing. A study recently completed by Booz, Allen, Hamilton & Nielson/Net Ratings looked into user behavior on the Internet in an attempt to aid…
by eCRMGuide.com Staff Aspect Communications Corporation, provider of customer relationship portals and contact servers, has made some changes to the executive management structure. Rod D. Butters, in the newly created role of group president, worldwide market development, sales and services,…