Review: Island Data Express Response
By Bonny L. Georgia The key to building lasting, profitable relationships with customers is making superior customer service…
News
Asian Banks Not Giving Enough Attention To Online Customers
IDC has released the findings of a major end user study looking at Internet banking penetration and channel…
The War for Customer Data Ends in a Draw
In the Web world, seven years is the equivalent of several lifetimes. In that time, companies start and…
BlueStar Solutions Scores $28 Million
BlueStar Solutions, an enterprise application outsourcing service provider that specializes in SAP software, announced today that it has…
CRM Spending on the Upswing
The worldwide customer relationship management (CRM) services market is expected to rise as much as 15 percent in…
E.piphany Scores With NFL Deal
The National Football League has tons of equipment: helmets, shoulder pads, cleats. But now it has some new…
What Taco Bell Taught Me About Customer Retention
I didn’t plan to get a marketing lesson. I really just wanted a steak chalupa. But as I…
Hello, Anyone Home?
PresenceWorks Inc. said it has signed a pact with AOL Time Warner Inc.’s America Online (AOL) unit, where…
Curing Corporate Schizophrenia, Part 1
Many corporations exhibit bizarre behavioral extremes when dealing with consumers. Some businesses spend a fortune striving to engage,…
Unilever Philippines Goes Live With New CRM Solution
Unilever Philippines went live with mySAP CRM (customer relationship management) on January 2 this year, following a three-month…
Wyse Choice is Salesforce.com
Salesforce.com, a customer relationship management (CRM) ASP, today announced that Wyse Technology, a leading supplier thin clients, will…
Chordiant Nabs OnDemand
Chordiant Software Tuesday said it has acquired OnDemand, Inc. for $12 million in cash. The Cupertino, Calif.-based Chordiant,…
Borrow Bucks, Get Some Miles
Online loan operation LendingTree Inc. struck a mileage incentive marketing deal with four of the nation’s top airlines…
The Company Formerly Known as Support.com
Effective immediately, Silicon Valley-based Support.com, Inc. will change its name to SupportSoft, Inc., representing the company’s increased scope…
RFM, Part 3
This is the final article of a three-part series discussing RFM models. If you don’t know what RFM…
IBM Flies Through United Upgrade
Officials at IBM’s global services division say they are flying through the upgrade of United Airline’s conversion to…
Going Guerilla with CRM
Recently I was training a group of sales representatives from a software firm on the use of a…
ADS Closes ASP Subsidiary
After less than a year, ADS Financial Services Solutions , a Quincy, Mass., IT consultant and systems integrator…
CyberRep Promotes Two
CyberRep, an outsourced call center and customer relationship management company (CRM) based in McLean, Va., has promoted Pat…
net.com Follows KANA’s eCRM Model
net.com which equips service providers with networking tools, Wednesday said an advanced version of its netShare Knowledge Base…
Onyx Unveils Partner Portal 3.0
Bellevue, Wash.-based Onyx Software Corp. Wednesday announced the general availability of Onyx Partner Portal (OPP) 3.0, it’s Web-based…
Customer Service is Key to Travelers
The travel industry is going to have to step up its customer service efforts to regain consumer trust,…
CFO Exits Salesforce.com
Chief Financial Officer Andrew Hyde has quietly departed online CRM company Salesforce.com Inc., the second top exec to…
Oracle Launches Development Center In China
Oracle Corp. has launched its first development center in China, known as the Oracle China Development Center. It…
Turning Customers Into Disciples
In tech marketing, the old-fashioned client testimonial has come into vogue. Look no further than at the latest…
Study: Consumer Confidence in Internet Declines
Consumer confidence in the Internet dropped during the first quarter of 2002, the first such fall noted in…
Tipper Tie and Canada Post Get Honored
Tipper Tie, Inc. and Canada Post Corp. were the recipients of CRM Excellence Awards presented at the Gartner…
Personalization With No Budget, Part 1
Personalization has always been associated with two other major things: technology and money. But since it’s early in…
AvantGo Crafts Two Deals
Wireless software maker AvantGo reported two partnerships this week that it says will bolster its position in the…
Wake-Up Call To Call Agents
In today’s business environment where product quality can be easily duplicated and price wars are of no help…
Pivotal Delivers to Bank
Pivotal Corporation added The Bankers Bank to its customer roster this week with the implementation of a contact…
PentaSafe Brings Self-Service to Password Management
One of the most time-consuming chores that help desks have to deal with is users who forget their…
ATG Stamps CRM on Deutsche Post
Germans who utilize their online postal service, Deutsche Post, will be receiving more personalized service, thanks to CRM…
Virtumundo Sues List Sellers
E-mail marketer and Web publisher Virtumundo is aiming to salvage its image by training its legal guns on…
Online Banking Not That ‘Hot’
In a new study released by Net Value, it stated that 336,000 visitors were found at online banking…
BSkyB Gets KANA-ized
KANA Wednesday says it has inked a deal that puts its customer relationship management (CRM) tool in the…
New CEO Gets Comfy At White Pajama
The name sounds laidback, but White Pajama is strictly business. The Hayward, Calif.-based customer relationship management (CRM) software…
Of Hobbits and Analytic CRM (With Apologies to J.R.R. Tolkien)
At the time of this writing, my teenage son has seen “The Lord of the Rings” no less…
Citigroup Gets A Passport
There are two significant results to Microsoft Corp’s announcement on Wednesday that it has signed up Citigroup to…
Nextel to Offer AOL’s Instant Messenger
As part of a new marketing agreement between Nextel Communications, Inc. and America Online, Inc., Nextel will offer…
Hit Them With The Right Stuff
In a world where vying for the consumer dollar becomes tougher each day and bottom line is everything,…
Homestore Coughs Up Consumer Credit Unit
Looking to bolster its balance sheet, embattled Homestore Tuesday agreed to sell its ConsumerInfo.com unit to Experian for…
Who’s Powering Whom?
Here are some recent customer wins by notable CRM vendors: ZAMBA and Volkswagen ZAMBA Solutions will drive Volkswagen…
The Eternal Debate: Shaky Start-up Or Generic Giant?
Bill Stobbard is not one of those IT managers who buys the idea that small software vendors are…
Is Your Collected Data Collecting Dust?
Gathering customer information and building databases are valuable components in e-business, but if you’re not using the data…
Salesforce Gets More Complex
Continuing its campaign to aggressively target the enterprise resource planning (ERP) market, Salesforce.com, a provider of Web-based saleforce…
Siebel 7 Expands Product Line
Siebel Systems, Inc. expands its line of industry-specific solutions with Siebel eMedia 7 and Siebel eCommunications 7 for…
Software AG, Cambridge VoiceTech Form Alliance
Software AG, Inc., the Reston, Va.-based U.S. subsidiary of Software AG, Europe’s largest systems software provider, and Cambridge…
Online Resources Names New CFO
Online Resources Corp. , an outsourcer of e-financial services, has named Catherine Graham as executive vice president and…
U.S. Navy Enlists Ask Jeeves
Question and answer search engine Ask Jeeves is joining the U.S. Navy. The Emeryville, Calif.-based company’s business division…