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…
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…
Companies in the B2B market are missing basic customer service capabilities that can drastically improve online customer relationships and build trust, according to research by Jupiter Media Metrix. The research found that only 41 percent of B2B companies respond to…
Frequent online purchasers are more likely to spend more money at Web sites that offer personalization, according to survey conducted by Cyber Dialogue and sponsored by the Personalization Consortium. More than half (56 percent) of the respondents said they are…
Customer loyalty and satisfaction continue to rise in the information technology (IT) market, according to a survey from NFO Prognostics, which explored the professional services, software, computer and networking IT sectors. According to the survey, "Customer Satisfaction in the IT…
By Steve Pittenridgh E-commerce may be skyrocketing, but that’s not much consolation to the 80% of companies on the Web that are still losing money. One of the stumbling blocks to successful closure of Web sales is customer service, with…
By Ken Envoy,M.D. The bigger SiteSell.com gets, the more I realize how easy it is to lose track of the customer. I used to answer all my own e-mail… sadly, that’s impossible now. Since there’s a team of people to…
Spending on customer relationship management (CRM) applications will grow to $10.4 billion by the end of 2001, a 167 percent increase from the $3.9 billion spent in 2000, according to a report by eMarketer. Despite the current uncertain economic times,…
By Mark Goldbar Too many online business people assume that because this is a "digital age" and the internet is a "digital medium", their customers expect and prefer to interact with their company via digital, automated means. While it is…
Marketers have many ways to influence customers’ purchasing behavior and decisions. They start with advertising aimed at acquiring new customers and continue through sales and customer service that generate repeat orders. Until recently, it was normal for many of these…
InfoWorld, a weekly magazine that analyzes enterprise technology and strategies, conducted a recent survey which examined the positive and negative aspects of deploying a successful customer relationship management solution. The magazine will reveal the results of its latest reader survey…
Related item: Greenfield Online found that for 10 consecutive quarters, more than 60 percent of U.S. online consumers have made at least one purchase on the Web. Imagine what retailers could do if they gave customers what they wanted. Read…
Sun Microsystems and PeopleSoft have announced a strategic alliance to deliver scalable, Internet-ready CRM solutions targeted at the communications and brokerage industries. This alliance will see PeopleSofts integrated enterprise CRM solution being offered on Suns Solaris 8 Operating Environment and…
According to the Boston Consulting Group (BCG) e-tailers are risking their profitability by not effectively responding to customer demands — as a solution it suggests a five-pronged approach. “Converting traffic into profitable customer relationships is a challenge few online retailers…
By atlanta.internet.com staff Jeff McDermott, president and CEO of CustomerLinx Corp., was a guest speaker and moderator at the third annual Harvard Business School Club of Atlanta New Economy Conference on last Saturday. Tom Meredith, president and CEO, Internet Strategy…
by Jane Irene Kelly Bear with me. This is probably the longest story ever written about a sweatshirt, but to do it right, one must include great detail. This writer is a big fan of e-commerce. I’m in California and…
by Kristie Tamsevicius Everything I know about customer service I learned from working at McDonald’s as a teenager. Hard to believe, but true! In this day of highly competitive cyber business, the companies that will succeed will be those that…
Traditional brick-and-mortar retailers are poised to surpass pure-plays in the e-tailing game asserts a new industry report. Based on a quantitative survey of 2,876 Net purchasers conducted during the fourth quarter of 2000, the Boston Consulting Group recently speculated that…
by Jennifer MacAdam Vignette Corp. today announced that Volkswagen AG will deploy Vignette(R) V/Series applications on its new and existing Web sites. Volkswagen’s deployment of Vignette Internet applications began at the popular Autostadt (“Auto City”), which went live with an…
by Jennifer MacAdam IntraNet Solutions(R) Inc. announced it has formed a strategic alliance with LexiQuest, a provider of advanced linguistic solutions for the management and access of information. Under the agreement, IntraNet Solutions will co-market LexiQuest’s natural language search technology…
by Clive Couldwell There’s no doubt that being successful at e-business has become synonymous with a number of factors such as responding faster to customer needs, and reacting more effectively to market changes. Then there is reducing operating costs, increasing…
By Jim Kelton Through the effective use of the Internet, businesses are finding that they can increase their level of service to their customers. An on-line support service provides a unique opportunity to provide information to your customers and prospects…
by dc.internet.com Staff Business-to-business (B2B) Internet commerce firm GE Global eXchange Services (GXS) and 2Way Corp., a provider of enterprise collaborative communications software, are creating an alliance to develop and market an interactive communication solution designed to allow companies to…
By Victoria Rose Customer service needs to be a priority for your company, regardless of what business you are in. With the online market as competitive as it is today, you need an edge to rise above your competition. Your…
By @NY Staff TripleHop Technologies, a software firm that builds recommendation engines for companies doing business on the Internet, said two French-based investors have injected $3.5 million in a Series A funding round. The New York-based TripleHop said the SPEF…
Author: Maura Burke I shop. Sometimes I buy a color that’s hideous on me. Or, I ignore the fact that the Krispy Kreme donut breakfasts have increased my waist size and I buy skirts a size too small. In other…
Many flailing dot-coms are looking to Customer Relationship Management (CRM) software to build customer loyalty, forgetting that technology alone isn’t enough. “There are a lot of wonderful CRM tools, but if you don’t know what you want to do with…
A recent discussion on E-Commerce Guide’s EC Talk involved possible eCRM solutions. BR posed the original list of needs: “I am working on eCRM solutions for my company and am looking for recommendations on providers of the following technology: *Search…
COLUMBUS, OH–Astute, Inc., a provider of eCRM solutions, announced five new modules for its flagship product, PowerCenter. The new modules expand the Internet, telephony and reporting capabilities of PowerCenter, which is used by companies such as McDonald’s, Michelin and Kroger.…
WAYNE, PA–A new product released Wednesday brings face-to-face communication to e-mail. LifeFX, a partner company of Safeguard Scientifics, Inc., released its flagship product, LifeFX Facemail. It allows e-mail via lifelike, human faces instead of the standard text. “Not only does…
LONDON & CUPERTINO, CA–Broadvison, Inc., a supplier of personalized e-business applications, and Chordiant Software, a provider of a unified CRM solution for companies with extreme IT requirements, announced today that they have partnered to form an integrated CRM solution that…
North Vancouver, B.C.–BrainTech Inc. reports that it has signed a Product Marketing Agreement with Sideware Systems Inc. establishing BrainTech as a value added reseller for Sideware’s e- Customer Relationship Management (e-CRM) product suite. Since 1999, BrainTech has successfully utilized Sideware’s…
SEATTLE, WA–InstantService.com, a provider of real-time Web-based communications technology and eCRM integration for e-commerce sites, announced today that Pacific WebWorks, Inc. has dramatically increased its ability to deliver excellent online customer service with InstantService — Live Human Interaction. Pacific WebWorks…
CHAPEL HILL, N.C. — In this age of customer-centric organizations, relationship technology provides an unprecedented opportunity to strengthen and deepen your most important customer relationships. “We are quickly moving from Information Technology to Relationship Technology. The positive effect will be…
CHICAGO — Protagona Worldwide, developer of Protagona Ensemble campaign management software, today announced a partnership with Advanced Interactive Marketing (AIM), a consulting group based in Newton, Mass. that develops marketing strategies and implements turnkey integrated marketing technology solutions linked to…
SAN JOSE, Calif. & McLEAN, Va. — Selectica(TM), Inc. (Nasdaq:SLTC), providers of Internet Selling Systems (ISS) for e-Businesses, and KPMG Consulting, LLC, a leading Internet integration services company, today announced an alliance to integrate Selectica’s ISS into KPMG Consulting’s end-to-end…
RESTON, Va. — comScore Networks Inc., creators of the next-generation Customer Knowledge Platform, today announced that Reflect.com, the first customized beauty service created solely for the Internet, has chosen comScore to provide services and solutions that will enable Reflect.com to…
BOSTON–Aberdeen Group, a leading provider of technology market consulting and research, today introduced CRM@Aberdeen, a new full-service CRM research offering. Delivering primary survey research, Aberdeen publications, and inquiry service, CRM@Aberdeen provides thought-leadership and market analysis for the Customer Relationship Management…
PLYMOUTH MEETING, Pa.–Vertical Alliance,Inc., an emerging provider of integrated Customer Relationship Management (CRM) and eCommerce software products, recently announced 21 best-of-breed solution providers as charter members of their Vertical Solutions Partner (VSP) program. “This charter group of eCommerce Integrators (eCIs)…
NEW YORK–Over the past year, businesses have touted the importance of building a customer-centric strategy to drive sales and create added value for their customers. Unfortunately, companies have been left in the dark as to how to implement a successful…
SCOTTSDALE, Ariz. – The race to dominate the Customer Relationship Management market is rapidly heating up, according to Cahners In-Stat Group. The high-tech market research firm sites two types of contenders: the traditional vendor, characterized by having some experience in…