NetGenesis Posts Poor Q2, Cuts More Jobs
By boston.internet.com Staff Prodded by poor second quarter results, NetGenesis (NASDAQ:NTGX) will lay off 43 employees, or 19…
News
Xchange Names CEO
By boston.internet.com Staff Xchange (NASDAQ:EXAP), a Boston maker of customer relationship management software, has named Chris Wagner president…
Marketing Firm Starts Pay-for-Performance Plan
Internet direct marketing firm e-centives, Inc., is starting a single pay-for-performance model which includes performance-based pricing for both…
Manugistics Finalizes SpaceWorks Purchase
By dc.internet.com Staff Manugistics Group, Inc. (NASDAQ:MANU) has finalized its $8.3 million acquisition of the intellectual property and…
Sprint Calls on ICT GROUP
by eCRMGuide.com Staff Sprint Corp. announced a four-year commitment with ICT GROUP, INC. for contracted customer relationship management…
New Thinking about Customer Value Metrics, Part II
In our last installment, we looked at how CLV (customer lifetime value) — the measure of potential income…
Delta Brings Contact Center to Santiago
by eCRMGuide.com Staff Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will…
Sodexho Tests Cell Phone Checkout at Texas Cafe
Sodexho, the Gaithersburg, Md.-based wholly owned North American subsidiary of Sodexho Alliance, Nokia (NYSE:NOK) and 2Scoot are testing…
Eight Secrets for Successful e-Service
According to a white paper titled, “The Insider’s Guide to Customer Service on the Web: Eight Secrets for…
Wall Street Access Picks LivePerson for Customer Assistance
By Application Planet Staff New York-based brokerage firm Wall Street Access today announced that it has implemented the…
Mediaplex Gets Habitat For Humanity’s MOJO Going
Mediaplex (Nasdaq: MPLX) seems to be feeling a little generous these days. The San Francisco-based digital messaging company…
FrontRange Solutions Sells One Millionth CRM License
by eCRMGuide.com Staff With e-business longevity few and far between, one million customers can be quite an achievement.…
Egenera Banks $30 Million
Egenera , a Marlborough, Mass., data center infrastructure company, has raised $30 million in a second-round financing to…
BellSouth Online Survey Rings Up Results
Southeastern regional telecom giant BellSouth knows that the more of its 16 million U.S. customers it can serve…
Integration and ROI are Key
By eCRMGuide.com Staff According to a customer relationship management (CRM) survey released by YOUcentric, Inc.,, integration and return…
Survey: Internet, Wireless Ads Meeting Positive Consumer Reaction
Despite persistent questions about Web ads’ branding power, and in spite of negative consumer reaction to ads like…
Study: Companies Missing Out on Viral Marketing Benefits
E-commerce sites are failing to take advantage of a critical channel for their online marketing efforts — word-of-mouth,…
CRM: A Three-Legged Stool
CRM is the new, cool kid on the block. I’ve even heard that CRM is now the number…
Understanding Online Behavior
By Matt Cutler Imagine being a custom tailor and trying to fit a customer’s clothes without taking measurements.…
Hawaiian Airlines Flies with New CRM System
by eCRMGuide.com Staff Hawaiian Airlines, Inc. has selected CHARTER continuumTM, a customer relationship management (CRM) product from Swallow…
mCRM’s Future Lies in B2E
The immediate future for mobile CRM (mCRM) applications lies not in connecting business with consumers, but in connecting…
iXL and Intel Create New CRM Platform
Customer relationship management (CRM) firm iXL (Nasdaq: IIXL) Wednesday says it has inked a deal with chip making…
Onyx and Primus Join to Help Moso
Ericsson Microsoft Mobile Venture will be the beneficiary of a joint effort by Primus and Onyx® Software. The…
Logitech Goes With noHold(s) Barred
Online customer self-service company, noHold (the name literally means that the user is never left “on hold.”), says…
Improve Your Business I.Q. Before You Undermine Your CRM Project
By Christopher Lucas and Krishna Chettayar, Dun & Bradstreet Corp. CRM requires an established company to integrate data…
E-CRM for Dummies
By Jeffrey Graham Atticus Finch, the wise father in Harper Lee’s “To Kill A Mockingbird,” tells his children,…
ZAMBA Reaches for OmniSky CRM Solution
by eCRMGuide.com Staff OmniSky Corporation, a global provider of wireless applications and services, will utilize the customer relationship…
Chordiant Launches Selling Director
by eCRMGuide.com Staff Chordiant Software Inc. has released the Chordiant Selling Director — a product that allows enterprises…
24/7 Media, eStara to Voice Enable E-mails
Looking to spruce up its rich media offerings, Silicon Alley advertising and marketing technology firm 24/7 Media, Inc.…
Customer Behavior Continues to Mystify Some Businesses
Companies considering viral marketing and customer satisfaction when identifying loyal customers can reduce customer acquisition costs by 27…
Lightbridge Answers Sprint’s Call
By boston.internet.com Staff Lightbridge (NASDAQ:LTBG), a Burlington, Mass., provider of business software to wireless carriers, has received a…
How to Scare Away Customers
Got too many visitors? Profits climbing? Becoming too successful? Have way too much money? If so, here are…
DiData Does German CRM
By sa.internet.com Staff Dimension Data’s (DiData) South African i-Commerce division reports that it has completed an e-business customer…
JC Wood Joins Fair, Isaac As VP
By SV.internet.com Staff Fair, Isaac and Co. (NYSE: FIC), which develops online data management systems and services, Friday…
MobileSys,Remedy Bring Wireless Messaging to Help
Two Mountain View, Calif.-based companies Friday announced a technology alliance designed give customers a global two-way wireless alert…
Can Handhelds Improve Support? Part 2
These days, handhelds are an indispensable part of business. However, they mostly are used to manage personal information…
Aspect Products Globally Released
by eCRMGuide.com Staff San Jose, Calif.-based Aspect Communications Corporation has globally released the Aspect® Customer Self-Service (CSS) Feature…
Calico and Toshiba Collaborate
by eCRMGuide.com Staff Calico Commerce, Inc., a provider of interactive selling software for manufacturers, has entered into a…
UPS Gets CRM from RMH
by eCRMGuide.com Staff Effective immediately, RMH Teleservices, Inc. has wrapped up a multi-year deal with United Parcel Service,…
Floundering CRM
A recent study by the Gartner Group’s CRM research group revealed that only a third of the e-tailers…
Energy Failures Create Uncertain Future For Call Centres
“Call centres are withdrawing from regional Australia because power supply is well below the standards that are available…
Remedy Brings Customer Solutions to eSilicon
by eCRMGuide.com Staff eSilicon Corporation, supplier of integrated circuits (ICs) to electronics companies, has selected the customer relationship…
Six Steps Can Lead to CRM Recovery
by eCRMGuide.com Staff According to a new Peppers and Rogers Group white paper titled, “How To Turn Around…
Can Handhelds Improve Support? Part 1
A user calls the help desk with a problem. All your technicians are out in the field, but…
Six Points to Consider Before Buying Your CRM Solution
By Larry Caretsky, CEO, Commence Corporation In today’s competitive, customer-driven marketplace, deploying customer relationship management (CRM) technology is…
New Thinking About Customer Value Metrics, Part I
By Authur O’Connor Measuring CLV (customer lifetime value) used to be considered — and for many it still…
Octopus Extends Its Meta Applications Arm
Palo Alto, Calif.-based Octopus, which makes Meta Applications, Tuesday released the latest version of the customer relationship management…
Hepworth Impresses Seurat
In a merger of business and technology consulting firms, Seurat Company, of Boston, has bought Hepworth & Company,…
iCALL Chats Up 1st Call In Acquisition
iCALL Systems (OTC BB: ICAS), which provides live online sales assistance for interactive media, Monday says it is…
Strength in Numbers
by eCRMGuide.com Staff Business Objects, developer of business intelligence (BI) solutions, has created the Business Objects Open Customer…