Support.com Joins BroadJump on Broadband Support Package
Hoping to make sense of the seemingly unmanned broadband sector, two software makers decided there is safety in…
News
Don’t You Trust Me?
It seems fundamental: Any relationship with a consumer should be based on trust. How can a business hope…
Aberdeen Looks at What’s Next
Market analysis firm Aberdeen Group reviews some of the advances in CRM software and methods, and outlines the…
Case Study: Customer Service ‘Employees’ Who Never Need A Break
Most e-commerce operators agree that making the online shopping experience more personal is a sure-fire way to foster…
E.piphany Scores Big Retailers
E.piphany, Inc. rang up a couple of major customers for its call center and customer relationship management solutions…
Siemens and Deloitte Consulting Form Joint Effort
Deloitte Consulting and Siemens Enterprise Networks LLC, a subsidiary of Siemens AG, have entered into an agreement to…
Yesmail, Others to Pick Up Netcentives Assets
Yesmail.com is slated to purchase Netcentives’ e-mail marketing unit, following a Chapter 11 auction conducted last month. The…
Oracle Making OpenWorld Waves In SF
Ever since Oracle CEO Larry Ellison boasted about how his software products can make a company virtually “Unbreakable,”…
Privacy Notices Miss Mark With Consumers
According to new Harris Interactive study, Americans want privacy notices when they visit a Web site, but they…
Fujitsu Subsidiary Deploys Salesforce.com
Salesforce.com added another win to its growing client list. Most recently, USA Today and Dow Jones Newswires have…
FYE to IM Customers
The experience of a mall-based music seller comes to instant messaging (IM) — Microsoft’s flavor of IM, that…
Win Some, Lose Some: Gains and Losses in Customer Service
Since my articles are never the last word on any topic, I often come across new information about…
Kana Secures Additional Cash
Kana , a Menlo Park, Calif., maker of customer relationship management software with a major presence in Manchester,…
Asked and Answered
Getting customers involved through interactive elements is an effective method for cultivating relationships while also garnering critical feedback…
Oracle’s 11i Picking Up After a Slow Start
Oracle’s 11i E-Business Suite has taken awhile to gel with prospective customers but it’s finally starting to gain…
Gazelle Gets Green
Gazelle Systems, a Newton, Mass., provider of customer relationship management software for restaurants, has raised $3.25 million in…
Unisys Partners With J.D. Edwards
Enterprise software vendor J.D. Edwards and Unisys, a provider of e-business solutions, jointly announced yesterday the formation of…
The Only Way Is Up
Boston-based research firm Aberdeen Group has released a new report, “Worldwide CRM Spending Forecast and Analysis 2001-2005,” that…
Taking the Pledge for CRM Success, Part III
This represents the third and final part of a three-part open letter to corporate executives who are struggling…
Personify, Angara Merge, Land Funds
Online analytics firm Personify is tying the knot with Web marketer Angara, in a bid to offer all-in-one…
USA Today Chooses Salesforce.com For CRM
Adding to its existing portfolio of media customers, Salesforce.com, the San Francisco, Calif.-based provider of online customer relationship…
CRM Crystal Ball
Professional services firm Braun Consulting, a company that provides its clients with the strategy and technology to deploy…
Customer Relationship Management Goes Mobile
Analysts and vendors agree: the time may finally be right for mobile CRM. One of the paradoxes of…
CRM Gets Lift from Financial Sector
Investment in customer relationship management technologies by retail financial institutions will drive healthy growth of these tools through…
See and Say CRM
Eyretel, a supplier of customer contact recording and analysis solutions, has applied its expertise to call centers with…
How Salespeople Can Improve Value
My last column solicited suggestions for a new data analytics acronym. I got enthusiastic responses. One was suggested…
Applix Seeks Customers in Asia
Customer relationship management (CRM) software maker Applix has released versions of its product in Japanese, Korean and Chinese…
Microsoft Recognizes Outtask
Business ASP Outtaskannounced today that it has received the Microsoft Great Plains Business Solutions 2001 ASP Momentum Award.…
Avoiding the Lime Green Mistake
by Andrea Maywhort, customer intelligence expert, Truis Corporation Have you heard the one about the vice president of…
E-Tailers Try to Master the Customer Service Thing
Thirty-five percent of all Americans report being very satisfied with their online holiday shopping experience, according to the…
Some Cable Customers Left In the Dark
David Nash’s case is the perfect example of the confusion created when cable companies start playing “give and…
Study: Trust Central to E-Commerce, Online Marketing
Trust — or the lack of it — is emerging as one of the critical roadblocks to success…
NaviSite Opens Up On Customer Service
NaviSite, Inc. , the Andover, Mass.-based managed service and hosting provider, Tuesday announced that it will now track…
CRM in One Step
Increasing emphasis on customer relationship management (CRM) issues necessitates that all e-commerce sites have effective methods for customer…
The Most Intimate Communication
As a marketer, you’re looking to build a warm, trusting relationship with your customers, right? You want them…
Peppers and Rogers Bring Class to the Web
Norwalk, Conn. consulting firm Peppers and Rogers Group has introduced an eight-module, customizable e-learning CRM program designed to…
Boost For Oracle’s Web Delivered Software
Demonstrating its success in the growing online services industry, software giant Oracle Corp. , today announced new customer…
Four Guiding Principles
A new report from e-business solutions provider, Unisys Corporation, entitled “Getting Started with CRM” provides an overview of…
Taking the Pledge for CRM Success, Part II
This is the second of a three-part open letter to corporate executives who are struggling with making CRM…
Small Businesses Use Net for Customer Service, Communications
More small businesses are relying on the Internet, especially for customer service and communications, according to a survey…
Siebel Develops Homeland Security Package
Building on its powerful customer relationship management software, Siebel Systems Inc. has introduced a product designed to help…
Oracle’s Lowdown On Q2 Earnings
Speaking at the Comdex trade show in Las Vegas yesterday, Larry Ellison, CEO of software giant Oracle Corp.,…
SAP Sizzles, Siebel Fizzles
Tom Siebel played coy at his company’s last financial analyst call, but the fix was already in. The…
Giving Up on E-CRM?
It wasn’t long ago that the Internet was going to change direct marketing as we know it. The…
Look Before You Jump
In the competitive environment of today’s business world, companies have to do something different to service their customer…
EarthLink Expands Use of Visual Network Products
Internet service provider EarthLink is expanding its plans for Visual Networks, Inc.’s Visual IP InSigh performance management system…
Study: Web Privacy Concerns Cost $3.4 Billion
Consumers’ concerns over privacy are taking a massive toll on Internet commerce, with Internet research firm Cyber Dialogue…
E.piphany Lands Latin American Customers
Latin American companies, ABN Amro, Banco Um, Datamidia, Grupo Aval, and Sony Latin America, have recently chosen applications…
TELUS Standardizes on Cognos
Business intelligence solutions from Cognos® will aid Canadian wireless company TELUS Mobility with enterprise reporting, analysis, and CRM…
Getting CRM Right the First Time
By Adam Honig, president of Akibia Consulting Its your salesman’s worst nightmare: unwittingly walking into a sales call…