Customer Retention Without Tears
A new study examines ways in which e-tailers and online content providers can keep customers satisfied without incurring…
News
Finding Your Customers
On the Web there’s a bit of conventional wisdom that states the most important thing is that customers…
Study: E-mail Use By Top Firms Highly Inefficient
Despite their growing use of e-mail marketing, large businesses are facing serious problems that stand to drastically undermine…
Active Decisions Names Startup Veteran To VP Post
Active Decisions Monday named Rick Maddox as its vice president of worldwide sales. The Burlingame, Calif.-based company specializes…
BEA Signs Integration Deals
BEA Systems Inc. signed product integration deals with business portal provider Epicentric Inc. and Fundtech Ltd., which sells…
Online Banking Continues to Disappoint
Banks offering online services report that only 5 to 10 percent of their customer base use such services,…
Orbitz Cruises on Clickstream Analysis
Orbitz, the online travel agency founded by American, Continental, Delta, Northwest and United airlines, will utilize Informatica Corporation’s…
Marketing Trends: Data Marketing
by Daniel Muggeo To the consumer, technology represents another opportunity for aggressive marketers to invade their privacy. Those…
Avoiding CRM Pitfalls
Two research firms recently suggested ways in which to avoid CRM disasters. “Around 70 percent of CRM projects…
RBC Royal Bank Taps Unica
Unica Corp. of Lincoln, Mass., a provider of CRM and marketing automation software, announced that RBC Royal Bank…
Inside Edge
In the offline world, sophisticated marketing practitioners link their brands to their customers through a variety of direct…
Learning the Language
If the new digital lexicon often leaves you confused, we have the perfect solution. The eCRM Glossary will…
iForce Rules
An expanded relationship between Sun Microsystems, Inc. and Pegasystems Inc. — part of the iForceSM program — will…
BellSouth Selects Visual Networks
BellSouth Internet Services has selected Visual Networks’ (NASDAQ:VNWK) Visual IP InSight performance management solution to enhance the service…
Altiris Releases Three New Product Suites for SMS
Altiris, Inc. released 3 new product suites this week that natively extend and enhance Microsoft’s Systems Management Server…
ServiceWare Appoints New Chief
Web-based support solution provider ServiceWare Technologies, Inc. named Kent Heyman as CEO and president, replacing Mark Tapling, who…
The Silver Lining To The Economic Slowdown
While many pundits predicted earlier this year that CRM — due to its strategic importance — would be…
Alaska Communications Systems Deploys Virtual Reps
Alaska Communications Systems (ACS) will implement virtual Customer Service Representative (vCSR) technology from Edify Corporation to manage its…
Advertising.com Standardizes on Siebel
In preparation for an expected growth in Internet advertising revenue in the United States, Advertising.comSM, Inc. will standardize…
IBM Hosts Firstwave’s CRM Package
Aiming to deliver Internet-native customer relationship management (CRM) software to small and medium businesses, CRM software provider Firstwave…
Xchange Secures Funding of $20.5M
Exchange Applications Inc. (NASDAQ: EXAP), a Boston maker of customer relationship management software now doing business as Xchange…
SAS and Blue Martini Collaborate
Customer relationship management (CRM) application providers SAS Institute and Blue Martini Software Inc. will join forces in a…
Unlike Repairman, Maytag Web Customers No Longer Lonely
Maytag Corp. has through the decades built a reputation for dependability, partly from building a long line of…
E.piphany Added to EDS Alliances
EDS has signed a three-year, worldwide master software licensing deal with E.piphany, Inc. allowing them to become a…
Escher Group Opens U.K. HQ
Escher Group, a Cambridge, Mass., provider of peer-to-peer messaging and data management software for post offices, has opened…
Guaranteed CRM
Interact Commerce Corporation’s SalesLogix QuickStart is offering a money-back guarantee to its small business customers if the customer…
KANA Gets In The Know With New CIO
KANA (NASDAQ:KANA) Wednesday says it has named technology industry veteran Tanya Dins as its chief information officer. The…
Vitria Extends Octopus’ Meta Applications Reach
In the realm of customer relationship management (CRM) software, partnerships are key. That’s why Palo Alto, Calif.-based Octopus…
Dow Jones Newswires Deploys salesforce.com
Financial news provider Dow Jones Newswires will standardize its North American sales and customer support operations on salesforce.com’s…
Automatic Broadband Service Tester
Teradyne, Inc.‘s Broadband Test Division announced the availability of NetFlare, the company’s new Internet test system designed to…
Manning Gets Pivotal Role
Pivotal Corporation has appointed Bo Manning as president and CEO of the company, replacing co-founder, Norm Francis. Francis,…
CRM: Do You Know What Your Customers Experience?
Before you sign off on that million-dollar customer relationship management (CRM) project, I recommend testing your company’s customer…
PeopleSoft Completes Cohera Acquisition
PeopleSoft Monday says it has completed its acquisition of intellectual property and certain assets of Hayward, Calif.-based Cohera.…
MuchoInfo: Best-of-Breed Business Intelligence Solution
Good business intelligence software is designed from the top down. It answers the question: “What do we need…
Fujitsu Picks Malaysia As Regional Hub For InfraCare Service
Japanese IT giant Fujitsu Limited has chosen Malaysia to be its regional support hub for its recently launched…
Multi-channel CRM Infrastructure for a 360-degree Customer View
By Clyde Foster, president and CEO of eConvergent Today’s customers communicate with e-businesses through multiple media channels, often…
PeopleSoft Scores $10 Million IRS Contract
PeopleSoft Thursday says it has signed a a $10 million customer-relationship-management software contract with the Internal Revenue Service.…
Three Benefits Every Customer Wants from You
Every customer looks for three special benefits when they do business with you. They may not specifically ask…
When Your Customers Succeed, So Do You
I’m going to go out on a limb and mix some metaphors. Not to change horses in midstream,…
Weeding Out the Right CRM Solution
Astute Solutions has added The Toro Company and Gage Customer Service to its client roster with the deployment…
ABN AMRO Adopts Integrated Multichannel Approach For Customer Care
Global banking group ABN AMRO has invested almost S$1 million (US$570,000) in a multimedia interaction management solution from…
Interface, Solution 6 in Software Resale Alliance
Oak Brook, Ill.-based Interface Software, Inc. and Solution 6 Group has struck a strategic alliance to allow Solution…
Risky Business
Businesses have long realized that not all customers are created equal. But, thanks to digital processes technology, they…
Informatica Integrates Best Buy Data
Consumer electronics retailer Best Buy Co., Inc. will gain customer service enhancement via Informatica Corporation’s PowerCenter data integration…
Relizon Will Buy Epsilon
Relizon, a Dayton, Ohio, customer relationship management (CRM) specialist, will buy Epsilon, a Burlington, Mass., marking software firm,…
Experian Launches CreditExpert.com
One of the big three major national credit bureaus Monday launched its own site devoted to customers interested…
Corel Draws on Aspect
Aspect Communications Corporation’s Aspect® Contact Server will be the customer relationship management (CRM) application of choice for Corel…
Customer Relationship Management Goes Mobile
Analysts and vendors agree: the time may finally be right for mobile CRM. One of the paradoxes of…
AT&T Calls on WRQ
Telecommunications giant AT&T will utilize WRQ Inc.’s Verastream Host IntegratorTM in an effort to improve customer service satisfaction…
Yesmail.com Making Play for CRM Clients
E-mail marketer yesmail.com is aiming to beef up its capabilities in CRM, as the customer acquisitions space sees…