Multi-Channel Marketing: Channibalism?
What Is Channibalism? “Channibalism” is a basic fear felt by many executives and managers that one channel, or…
News
Consumers Still Wary of Online Security
Even consumers with several years of experience online continue to cite security and privacy features as a key…
A Bold Stroke Enhances CRM Through Customer Care Systems Integration
A major factor and inhibitor to successful customer service has long stemmed from internal disconnect between departments, functions,…
Atomz, WebSideStory Integrate Search, CMS and Analytics
In a move that may prove to be a harbinger of the future of software-as-a-service, Web-based ASPs Atomz…
Onyx Looks for Edge With Embedded CRM
Coming on the heels of its e-business on-demand deal with IBM, Onyx Software is about to point itself…
NetLedger Goes Online Down Under
NetLedger Inc., an ASP that offers Web-based customer relationship management (CRM) and enterprise resource planning (ERP) applications, today…
What Should You Measure? Part 2: Online Media
This is the second in a series aimed at that frequently asked question: What should I measure for…
Surebridge Announces First CRM Online Customers
In March, mid-market enterprise ASP Surebridge teamed with Microsoft to launch CRM Online. Today, the Lexington, Mass.-based company…
ATG Buys Out Leases
Art Technology Group will pay $9.7 million cash to buy out leases for suprlus office space in Cambridge,…
It’s My Birthday. Buy Me a Present.
Time for my annual birthday column. Last year at this time, I wrote a column about how peoples’…
LivePerson Reports Strong Growth in Q1
LivePerson Inc. , a New York-based ASP that offers real-time online customer service applications, yesterday announced that for…
Targeted E-mail: A Case in Point
Permission-based targeted e-mail is extremely useful in building relationships with customers. As a communicative medium and marketing channel,…
Welcome to Spam Week
With the Federal Trade Commission (FTC) hosting a three-day “Spam Forum” beginning Wednesday, lawmakers are using the spam…
RightNow Reports Another Quarter of Growth
Customer service and support ASP RightNow Technologies today announced its 17th consecutive quarter of revenue growth. The Bozeman,…
What Should You Measure? Part 1: E-Commerce Metrics
My last column raised the persistent question, “What should be measured for my Web business?” More data is…
iPhrase Adds Analytics
Search specialist iPhrase Technologies has introduced a new analytics package to help companies improve their Web site customer…
WebSideStory Connects Analytics with Enterprise Apps
In a move designed to allow its customers to exchange data with enterprise applications, Web analytics ASP, WebSideStory…
Geotargeting: Why It Matters to Marketers
It’s 9 a.m. Do you know where your users are? For increasingly more marketers, that’s not such a…
Salesnet Takes SFA Offline With .NET
In the Web-based sales force automation (SFA) and customer relationship management (CRM) market, Salesnet is the last of…
Hosted CRM Solution Delivers Quick Payback
Keeping tabs on sales opportunities and maximizing leads is a business necessity. But when a company grows at…
How to Ruin a Multichannel Campaign in Five Easy Steps
I’m an amateur videographer and love reading about the latest technologies. Sony just came out with a new…
Siebel, AT&T Join Forces on Managed Services
Business software maker Siebel Systems forged a strategic alliance with AT&T Tuesday, wedding its eBusiness applications software with…
Customer Service Lags, CRM Spending Expectations High
Online customer service has not met expectations, according to findings from Jupiter Research (a unit of this site’s…
Data-Blind
Mark Sakalosky’s ClickZ column, Fluffing the Numbers, included a thought-provoking hypothetical story about how the online world might…
AOL, Infinity in Content-Swap Promo
Call it an embedded cross-promotional content deal between Infinity Broadcasting’s old-style radio and IP-based radio within ISP America…
SAP Business One Ready To Serve U.S. Small Businesses
SAP’s Business One solution made its U.S. debut this week, designed to extend the company’s software expertise to…
Targeted Email: From Spam to Choice Part 6
It is irrefutable that a well designed and executed targeted e-mail campaign produces results with a very positive…
Salesforce.com Pairs CRM Service with Outlook
Customer relationship management concern Salesforce.com Thursday introduced a new offering that bundles its CRM software with Microsoft’s Outlook…
All Aboard for Commerce One’s Conductor
Commerce One is turning over a new leaf. Quiet for awhile, the Pleasanton, Calif. concern Monday embarked on…
Microsoft Strengthens HelpDesk Features in CRM
Looking to add key security features to its new Customer Relationship Management (CRM) product, Microsoft has inked a…
ASPs Are Here to Stay, Reports ITAA
ASP customers are happy and likely to continue using application outsourcing services, according to a report released today…
In-House Market Research
In my last column, I mentioned using new employees to help take a fresh look at your site,…
License To Waste
Customer relationship management solutions are gathering dust as Gartner, Inc. found in a December 2002 survey of 631…
The Seven Deadly Habits of Highly Ineffective Executives, Part 3
With apologies to Stephen R. Covey. This is the third and last installment of a bizarre update of…
Aberdeen Reports Web-based CRM Succeeding
That sound you hear may be Web-based customer relationship management (CRM) services starting to unseat traditional client-service CRM…
Targeted E-mail: From Spam to Choice Part 5
A sound permission based e-mail strategy is not only a wise business decision, but also an integral component…
When Viral Marketing and Householding Intersect
There’s an interesting crossover between what’s traditionally known as “householding” and viral marketing techniques. Where they overlap is…
Fluffing the Numbers
Over the past four weeks, some better-known online news sites successfully deployed a strategy to drive down the…
Knowledge Base Upgrades Customer Self-Help Portal
KnowledgeBase Solutions Inc., a provider of knowledge management software for customer self-help and support, today announced the availability…
BEA Presses on with New WebLogic Platform
BEA Systems Monday plans to unveil the latest version of its WebLogic Platform, which company representatives claim will…
IBM Jazzes Up Business Integration Software
IBM enhanced its WebSphere Business Integration software portfolio Monday, adding the modeling and monitor assets of its Holosofx…
Symbol Picks Up ImageWare
Looking to enhance the in-store customer shopping solutions of its mobile commerce initiative, Holtsville, NY-based Symbol Technologies Thursday…
The Seven Deadly Habits of Highly Ineffective Executives, Part 2
With apologies to Stephen R. Covey. This is the second of a three-part installment of a bizarre update…
Brand Is in the Details
A reader sent me an e-mail that read, “Pop-up ads… as soon as one pops up I leave…
The Seven Deadly Habits of Highly Ineffective Executives, Part 1
With apologies to Stephen R. Covey. For some strange, nostalgic reason, I recently re-read the 1990 national bestseller…
Study: Companies Failing at Online Customer Service
U.S. companies are failing at online customer service, forcing consumers to bypass email service for the telephone, according…
Epicor Adds Microsoft CRM to Repertoire
Why settle for offering one customer relationship management (CRM) product when you can offer two — especially when…
BT Chooses KANA eCRM Software
British Telecom (BT) has installed KANA electronic customer relationship management (eCRM) software to handle incoming e-mails to its…
Targeted Email: From Spam to Choice Part 4
In the February 2003 report, “What Works™: Best Practices in Marketing Technologies,” Kent Allen, research director, E-business/E-CRM for…