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GartnerG2 answers debate over customer retention verses customer acquisition; monitoring the pulse of consumers
Datamonitor: Global enterprise investment in mobile field service to hit $220M this year
Consultancy delivers step-by-step guide; tactics for building company-wide support; the customer culture
DocCenter provides Internet-based document management system for managing, printing, and sharing documents
Customer Management Gurus hopes to ride services upswing; consultancy on the cheap; a virtual shop
Forrester: 82 percent of companies to maintain or increase budgets in second half of 2002; surprising traction for Web services
Takes aim at healthcare, with partner Aspect; integrates content creation tools from Ephox; saving face in a storm, says analyst
Release 6 touts 300 APIs; CTO claims 300 percent growth in sales, low-cost Web services architecture; avoiding the PRM fate
Solution aims to keep better tabs on multi-tier channels to improve revenue and cut costs before and after the sale
Two applications join to provide a closed-loop solution for evaluating employee skills and providing customized training
PRM vendor stumbles in wake of turbulent economy; new technology faces stiff challenges; "wrong message, wrong time," says AMR analyst
Massive deal to revolutionize OEMs' service parts delivery processes; touches thousands of dealers, millions of line items
Forrester predicts market comeback; cross-channel integration, verticalization, Web services, new pricing models weigh in; Microsoft will dominate
Maker of multimedia recording solutions spends $54 million to buy customer facing apps developer
Global services powerhouse would be created in $3.5 billion stock and cash deal; regulatory review likely, analyst says
New software keeps employees and customers in lockstep; human interaction verses self-help; watching over workers
Genesys creates a voice portal; Avaya and Aspect also shout offerings; VXML is being heard
Plans to increase R&D spending and headcount; a shining marketing light among tech's doom and gloom; "a drop in the bucket," says analyst
Avaya delivers latest version of interactive voice-response system; supports VXML 2.0; "Not quite Star Trek," says CRM evangelist
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