CRM, the Pentagon, and You
Congress struck a blow at the Pentagon last week. The House and Senate aligned to severely restrict a…
News
UpShot Gets Personal With Customization Features
If Web-based customer relationship management (CRM) service providers are small fish in a large, multi-billion dollar pond, they…
Targeted E-mail: From Spam to Choice, Part 3
By Bruce McCracken, Business Writer This is the third part of a multi-part series on permission-based targeted e-mail.…
Case Study: ClientLogic and Logitech
Utilizing a powerful established customer care service provider with vast related competencies has proven to be the winning…
Breaking Up the Corporate IT Monopoly, Part 3
This is the final installment of a three-part series on how corporations are breaking up their internal technology…
Case Study: eDiets
If there’s a single factor responsible for making eDiets the leading weight loss/fitness site, it’s the company’s aggressive…
Cisco Sets Sights on Call Centers
Cisco Systems is introducing new versions of two Internet protocol applications to help companies better manage ever-evolving call…
Salesforce.com’s Enterprise Voyage Continues
Salesforce.com continues to hammer away at the enterprise market. Today the San Francisco-based ASP that specializes in customer…
RightNow Finds Success in Customer Satisfaction
“The day in the sun is coming for ASPs,” predicts Greg Gianforte, CEO, chairman and founder of RightNow,…
Targeted E-mail: From Spam to Choice Part 2
By Bruce McCracken, Business Writer While permission-based targeted e-mail is proving to be a viable marketing tool, there…
SAP Posts Strong Gains in Ambivalent Market
The fourth quarter of 2002 was a good one for Germany’s SAP ; for the first time it…
WebTrends Unites ASP and Software Versions
Looking to combine the reporting features of its software product with the convenience of its ASP version, NetIQ…
Customer Service: Admit You Have a Problem
Last year, I wrote a column describing a horrible customer service experience with Virgin Atlantic Airlines. Last time,…
IBM, Siebel Broaden Relationship
IBM and Siebel Systems Tuesday expanded their relationship to ensure that Siebel’s customer relationship management software works more…
Outsourcing CRM to Hosted Service Providers Enables SMBs
By Bruce McCracken, Business Writer Small to mid-sized businesses (SMBs) are implementing or evaluating CRM in droves. With…
Breaking Up the Corporate IT Monopoly, Part 2
This is the second of a three-part series on how corporations are breaking up their internal technology monopolies.…
Microsoft CRM Arrives
Microsoft’s long-awaited customer relationship management (CRM) software is here. The software giant today announced the North American availability…
What Happened to Customer Service?
Conventional wisdom says it’s easier (and less expensive) to keep a current customer than acquire a new one.…
E.piphany Strikes Deals With IBM and BEA Systems
Looking to meet customer demand for an open-standards based customer relationship management (CRM) solution, E.piphany Inc. , a…
Targeted E-mail: From Spam to Choice, Part 1
By Bruce McCracken, Business Writer Permission-based targeted e-mail is proving to not only be a viable marketing tool,…
News Server Glitch Angers AOL Customers
For a period of nine or 10 days, America Online users were unable to post messages to the…
Follow That Customer
CRM at the Speed of Light By Paul Greenberg 480pp. Berkeley, CA: McGraw-Hill. $29.99. What’s the simplest way…
Does a Perfect Web Metrics Tool Exist?, Part 3
In parts one and two, I shared reader feedback and recommendations on reporting tools, in response to a…
Breaking Up the Corporate IT Monopoly, Part 1
Once, not long ago, though strong technical skills didn’t necessarily guarantee employment, they clearly made a techie a…
CRM by the Dashboard Light
Applying the adage “a picture paints a thousands words” to tracking sales pipelines, Salesnet — a Boston-based Web-native…
Education as a CRM Tool
Employees are more loyal to companies that invest in their education. Can we extrapolate this idea and say…
DirecTV Broadband Makes Customer Transition Deals
DirecTV Broadband customers will not be left in the lurch when the high-speed Internet service is discontinued next…
CRM Comes to Wall Street, Part 5
In parts one and two, we covered some of the important trends driving wealth management strategies in the…
CRM Comes to Wall Street, Part 6
In parts one and two, we covered some of the important trends driving wealth management strategies in the…
LivePerson Adjusts 2003 Guidance � on the Plus Side
Looking for positive signs of life in the ASP market? LivePerson Inc. appears to be alive and well…
Microsoft CRM Release Hits Speed Bump
Microsoft’s eagerly-anticipated entry into the mid-market CRM market has hit a speed bump with technical hiccups pushing back…
Weekly Review: Salesforce.com Envy Abounds
Everyone in the ASP business agrees that conventionally installed packaged software is obsolete. So when Salesforce.com issued a…
SBC, Amdocs Negotiating Multi-Year Deal
Voice and data giant SBC Communications is negotiating a multi-year deal with billing and customer relationship management software…
Does a Perfect Web Metrics Tool Exist?, Part 1
Last month, I wrote about my experience with different analysis tools and asked for reader feedback about the…
Does a Perfect Web Metrics Tool Exist?, Part 2
In my last column, I began to share reader feedback in response to a column requesting your input…
CRM Comes to Wall Street, Part 4
In parts one and two, we looked at structural trends behind the wealth management craze in the securities…
Who Are Your Best Customers?
Do you know who your best customers are? (Some of you will admit you don’t. You probably attribute…
CRM Comes to Wall Street, Part 3
Parts one and two covered trends in investor psychology and structural industry changes driving the wealth management craze.…
Upshot Ties CRM to Microsoft Outlook E-mail
Looking to out-Microsoft Microsoft when it comes to customer relationship management (CRM) software, Web-based CRM ASP Upshot today…
CRM Comes to Wall Street, Part 2
In part one, we covered the widespread shift in investor psychology driving the wealth management trend. In this…
Business Intelligence Fresh From the Oven Served Piping Hot
By Bruce McCracken Though many dot-coms evaporated like raindrops from a summer shower, new media still works for…
The Four Perils of CRM and How to Avoid Them
The facts of life regarding Customer Relationship Management (CRM) are both shocking and remarkable. On the plus side,…
Microsoft Buffs Up Mid-Market Apps
Microsoft announced Monday two new releases from its business-management unit, targeted at medium-sized businesses, as the launch of…
CRM Comes to Wall Street, Part 1
Wealth management is a trend sweeping the securities industry. Readers of this column would call it something else:…
Siebel and IBM Launch Customer Support Center
San Mateo, Calif.-based Siebel Systems, Inc. and IBM unveiled a joint customer support center in Europe Tuesday geared…
Microsoft, Siebel Aim for Application Integration
Microsoft Monday announced a “major expansion” of its strategic relationship with Siebel Systems , under which the two…
NetLedger Aims for Suite Success
Looking to bring end-to-end application integration to mid-size companies, NetLedger today announced NetSuite, a Web-based service designed to…
CRM – A Changing of the Guard: Part 2
By Bruce McCracken Kliklok-Woodman International LTD faced a dilemma of many specialized manufacturing firms in CRM deployment. It…
Siebel Snuggles Closer With HP, BEA
Siebel Systems Monday reaffirmed its position as a major e-business player by allying itself even closer with its…
CRM – A Changing of the Guard: Part 1
By Bruce McCracken The promise of technological tools in customer relationship management (CRM) to be a magic wand…