by eCRMGuide.com Staff Research and advisory firm Gartner, Inc. surveyed 56 retailers in December 2000 about their 2001 business priorities and objectives. More than half of the respondents (52 percent) rated customer relationship management (CRM) as their highest business priority…
By dc.internet.com Staff Aspect Communications Corp. (NASDAQ:ASPT) is teaming with eStara Inc. of Reston, Va., to let customers offer click-to-talk capabilities over the Internet in conjunction with Aspect’s Web collaboration platform, Aspect Web Interaction. The combined solution requires no changes…
by eCRMGuide.com Staff Oracle Corp., global e-business software provider, and Dendrite, specialists in worldwide pharmaceutical technology, are collaborating on an industry-specific customer relationship management (CRM) solution. The combination of the Oracle® E-Business Suite with Dendrite’s WebForceTM Sales Force Effectiveness application…
Even among experienced Web users, sites that ask for personal information are likely to be abandoned, according to research by Statistical Research, Inc. (SRI). SRI’s study “How People Use the Internet 2001,” found that two-thirds of active Web users typically…
A new study by Jupiter Media Metrix claims online retailers are putting off consumers with exorbitant shipping and handling charges. Faced with undue shipping charges, as many as two-thirds of consumers have pulled out of online transactions asserted Jupiter. “As…
by eCRMGuide.com Staff DA Consulting Group, Inc. (DACG), specialists in adult learning solutions for the corporate environment, has released a comprehensive suite of customer relationship management (CRM) services. The program was developed to aid the burgeoning mySAPTMCRM market and is…
by eCRMGuide.com Staff Aberdeen Group released a new report entitled, “E-Mail Marketing: Relevancy, Retention, and ROI (return on investment)” that predicts the sector will exceed $1 billion by 2003. The surge in spending can largely be attributed to e-mail’s ease,…
CRM industry spending will increase at a compound annual growth rate of 25 percent, from $61 billion in 2001 to $148 billion in 2005, according to research by International Data Corp. (IDC). The forecasted growth surpasses the expected budgets of…
by eCRMGuide.com Staff IDC, provider of global research with local content, makes a promising prediction about worldwide customer relationship management (CRM) solutions. IDC forecasts that CRM industry spending will increase at a compound annual growth rate (CAGR) of 25 percent…
By @NY Staff New York-based B2B marketing software firm ResponseLogic has appointed John Ching chief technology officer. The company, which sells its marketing software to mid-sized business, said Ching would be tasked with defining the strategic direction of ResponseLogic’s technology,…
by eCRMGuide.com Staff HEALTHvision, an Internet healthcare company, has introduced a new Web-based customer relationship management (eCRM) program designed to provide interactive tools and services for healthcare organizations. The program will allow online healthcare organizations to satisfy customers via interactive,…
by boston.internet.com Staff Phonetic Systems, a Burlington, Mass., a provider of voice-enabled technology, has named two new vice presidents: Mark Bannon, sales; and Matthew Luckett, corporate development. “Matt and Mark have successful track records in strategic management and corporate development…
by eCRMGuide.com Staff Point Information Systems, Inc., a global provider of electronic customer relationship management (eCRM) solutions, has released e-point Financial Services. The industry specific solution utilizes features of the company’s established e-point product, allowing banks to identify sales opportunities…
by eCRMGuide.com Staff Delano Technology Corporation, developer of customer relationship management (CRM) solutions, has selected ALPNET to localize its applications into French for international usage, specifically for two of its software products. ALPNET is worthy of the challenge with specialization…
by eCRMGuide.com Staff Global customer relationship management (CRM) provider Onyx Software Corporation announced the winners of the second annual Onyx Customer Achievement Awards during the company’s recent worldwide customer conference in New Orleans. Award recipients in five distinct categories were…
by dc.internet.com Staff CustomerLinx Corp., a company specializing in Web-enabled, multi-mode customer relationship management (eCRM) services, has named Akhil C. Gupta as chief revenue officer and a member of the company’s executive management committee. Gupta’s experience over the last 21…
ByArthur O’Connor So much of the reader feedback to this column centers upon the following questions: How do I get started with customer relationship management in my organization? What’s the optimal methodology? What’s the most reliable approach? Who offers the…
by eCRMGuide.com Staff PeopleSoft 8 Customer Relationship Management (CRM), a complete Internet-based solution, made its debut at the PeopleSoft Leadership Summit 2001 in Las Vegas. PeopleSoft is betting that its pure Internet architecture, embedded analytics and seamless integration of enterprise…
One of Dimension Data‘s (DiData) key focus areas is the e-services market, the company revealed at a function today, and one of their key partners is eGain, a company that provides CRM and knowledge management tools. DiData have, in fact,…
by eCRMGuide.com Staff Global companies that have trouble managing copious amounts of e-mail and Web submission forms now have a solution. eGain Communications Corporation has released eGain Mail Global — a new e-mail management product that provides support for inbound…
by eCRMGuide.com Staff Blue Martini Software, Inc. expects to provide new extensions to Macromedia, Inc.’s Dreamweaver® UltraDevTM 4 later this year. The extensions will enable developers to extend the Blue Martini customer relationship management (CRM) application suite by allowing developers…
by eCRMGuide.com Staff Developed by PeopleSoft Inc. and implemented by KPMG Consulting, the new PeopleSoft Customer Relationship Management (CRM) for Communications will provide a billing integration solution for the communications industry. PeopleSoft’s expertise in providing CRM abilities to e-business coupled…
Proper Customer Relationship Management is proving crucial to driving successful e-commerce — nonetheless having the right software isn’t enough. “It’s pretty endemic that there is a lack of satisfaction with the CRM programs to date,” says Peter Grambs, principal in…
by David Fisco Book Information REVIEW: The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management By Ray McKenzie Published 2001, McGraw-Hill Ryerson 368 pages, hardbound, $27.95 USA Canada How do you define the value of your enterprise? In market…
by boston.internet.com Staff Akibia Consulting, a Boston systems integrator specializing in customer relationship management (CRM) applications, has opened a new office in Chicago. “At a time when other consultancies are closing offices and laying off staff, Akibia continues to grow…
by SV.internet.com Staff Palo Alto-based Metreo Wednesday named Peter Wong as Vice President of Professional Services and will report directly to co-founder, President and CEO, Daphne Carmeli. The company specializes in online decision-making and quotes for customer sales requests in…
Online sellers of consumer packaged goods (CPG) continue to face marketplace challenges, according to a study from Information Resources, Inc. (IRI), but consumers are still quite bullish on the sector. According to the study, 23 percent of online consumers have…
Provided they are correctly handled, online communities can draw customers, enhance a site’s profits and drive e-commerce. Community services really do serve as an important retention device, increasing length of stay and frequency of visits, claims Steve Glenn, CEO of…
by boston.internet.com Staff Corechange, a Boston maker of software to help businesses share online information with employees, customers and suppliers, has named Charles F. Kane as president. For the last year, Kane has served as COO and CFO. Corechange founder…
by dc.internet.com Staff CustomerLinx Corp., a service company specializing in Web-enabled, multi-mode customer relationship management (eCRM) services, has appointed Peter Michaels as its chief financial officer (CFO) and member of the executive management committee. As CFO, Michaels will guide the…
by eCRMGuide.com Staff Experian®, a global provider of information solutions, has released its customer data integration (CDI) system — TruvueSM. Developed to link information from dissimilar databases and across organizations, Truvue enables companies to offer personalized, knowledgeable customer service. Based…
by asia.internet.com staff U.S.-based Sitara Networks, provider of QoS (Quality of Service) networking products for enterprises and telecom service providers, intends to set up a regional service support organization and service center in Singapore and has appointed Larry Lai as…
ByArthur O’Connor In my last column, I discussed some of the drawbacks in using traditional financial performance metrics to measure the economic return of CRM. In this, the second part of the two-part column on metrics, I’ll provide three solutions…
CRM has moved from concept to reality, but market maturity is still pretty far away, according to a study by The Data Warehousing Institute. The study surveyed more than 1,670 business executives and IT professionals and found almost three-quarters of…
by eCRMGuide.com Staff Last February, Compaq Computer Corporation added a community program to its portfolio of eServices thereby enhancing customer satisfaction while empowering users. The Compaq Customer Community Program, developed by QUIQ, Inc., provides an online forum where Compaq Presario…
The University of South Africa(Unisa) has partnered with FrontRange Solutions to introduce students to the discipline of CRM. Unisa hopes to complement the theory currently received with a method of practical implementation to better equip students for the business world.…
by boston.internet.com Staff Stream International, a Canton, Mass., call center outsourcer, has promoted Jeff Bishop to senior vice president of operations in North America. Previously, Bishop was vice president and general manager for it original equipment manufacturer segement. There, he…
We recently spoke to Ryan Bacher, Director of online florist NetFlorist, and asked him a few questions about what it’s like to be in B2C in South Africa at the moment. Given that Mother’s Day was this month, it was…
By Matthew A. Peretz Checking onto a Lufthansa flight in Germany just got easier for members of Lufthansa’s frequent flier program. The company introduced its m-Barq system last year and has recently enhanced features so that travelers can now use…
by Lauren Brett Are your online customers abandoning their shopping carts before check out? Is your site’s navigation complex, making it difficult for your shoppers to browse through your broad product base? You can increase sales by making it easier…
by SV.internet.com Staff The marriage isn’t even official and yet Kana Communications (Nasdaq: KANA) and Broadbase Software (Nasdaq: BBSW) say they want someone to watch over their books. Officials for both companies Thursday named Brett White to the position of…
According to Eduventures.com, offering free Web-based education can drive online sales –they maintain that education is never out of style, even in the world of e-commerce. With companies struggling to boost or even maintain online sales of their goods, some…
By eCRMGuide.com Staff TeaLeaf Technology, known for creating solutions that allows e-businesses to understand the online experience from the customer’s perspective, has named Frank Vaculin as the new CEO. Vaculin will replace former TeaLeaf CEO Robert Wenig who will retain…
By Gerry Singson Myth: The Internet created a New Economy where the old rules of marketing no longer applied. The new rules were to "attract eyeballs" at all costs Reality: The Internet is a powerful new marketing channel that should…
The more consumers use online banking to handle their banking tasks, the more satisfied they are with their bank, according to a study by Gomez, Inc. The study, “Customer Satisfaction in Online Banking: An Exercise in Relationship Management,” found that…
By eCRMGuide.com Staff Avaya Inc., a global provider of communications solutions and services, is taking the show on the road. In conjunction with Siebel Systems, Arthur Andersen, PriceWaterhouseCoopers and EDS, Avaya has launched a seminar series that focuses on customer…
Good customer service doesn’t stop with e-tailers – according to Jupiter Media Metrix building customer confidence is just as important when it comes to business-to-business. A recent study by Jupiter revealed that poor customer service presents a serious threat to…
By eCRMGuide.com Staff In an effort to alleviate the confusion that some have about customer relationship management (CRM) strategies and solutions, Remedy® Corp. will team with Cambridge University and International Data Corporation (IDC) to bring clarity to the CRM marketplace.…
The Web sites of consumer packaged goods (CPG) brands do a good job of providing contact and basic product information, according to a study by Information Resources, Inc. (IRI), but the sites are missing opportunities in other areas. The study…
The Web sites of consumer packaged goods (CPG) brands do a good job of providing contact and basic product information, according to a study by Information Resources, Inc. (IRI), but the sites are missing opportunities in other areas. The study…