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Kana study shows increased Web self-service activity, but telephone calls still rule the roost
Ask Jeeves Inc. is unveiling today a new product that enables customers to connect their enterprise data systems to Ask Jeeves to enhance customer efficiency via natural language Web self-service.
The future of a CRM investment rests on the company's ability to document and measure returns, according to a study by Harte-Hanks, a CRM vendor targeting community banks and credit unions. Harte-Hanks surveyed nearly 500 North American companies spanning manufacturing, finance, retail and transportation.
Consultants in North American and Europe trained on latest analytical CRM technology
Expanding on its four year old partnership, Microsoft Corp. and WebTone Technologies Inc. said they will now work together to deliver enterprise customer interaction applications to the banking industry.
Integrate offerings to deliver real-time analytics and intelligent routing; arms contact center agents with latest customer info
PLM suite enables manufacturing companies to track configure-to-order process throughout the enterprise and across its supply chain
Enterprise resource planning (ERP) vendor promotes CRM at FOCUS 2002; targets traditional mid-market sweet spot, gets some traction outside customer base
At its annual user conference, held this week in Denver, J.D. Edwards & Co. introduced an updated version of its family of products and services, new partnerships, and several customer wins and implementations.
Unwinding at a cafe in Palo Alto, Calif., after a long sales tour, Onyx CEO Brent Frei couldn't stop talking about his software's strong technical foundation. Three weeks later, Onyx unveiled today its Internet-based Enterprise CRM 4.0 suite, developed specifically to run on a Web services-enabled platform.
A 360-degree view of customers is the holy grail of e-marketing -- and it doesn't come easily, reports Xchange, a CRM vendor, in a white paper released earlier this week, entitled, One-to-One Mass Marketing: Managing a Million Customer Relationships.
Trillium's launch of its Trillium Software System 6 aims to help marketers get control of their data before they drown in a flood of information. The application "is designed to be understood and implemented by businesspeople," Dubois says. This eliminates the need for marketers to go to IT every time they need to generate reports or conduct research.
Eloquent Inc. Monday unveiled an add-on package to its flagship LaunchForce software that lets users access sales information in the form of synchronized audio, video and Microsoft PowerPoint-based content on handheld devices.
At its SAPPHIRE 02 conference, held at the Orange County Convention Center, SAP's top brass pushed their focus on CRM and addressed industry challenges including the threat of Microsoft Corp. entering the market.
Consulting firm surveys 45 SFA users in 12 industries and 42 software vendors; comes up with formula for success
Known as a dominant backbone enterprise resource planning (ERP) and high end customer relationship management (CRM) and supply chain management (SCM) competitor, SAP is now looking to divide and conquer the SMB space with a pair of offerings.
Building on its open architecture message of November, SAP is migrating a broad range of applications into a better defined three-tier offering, which technically covers any company with more than a couple dozen employees. "SAP has to be for every size business," says Hasso Plattner.
Market researcher, Datamonitor surveyed the retail banking, insurance and investment sectors across Europe about IT spending strategies for 2002 and found that CRM is a high priority for all the sectors, but only banking will continue to make considerable investments this year.
ASPs have significantly increased their Web analytics market share in 2001, garnering 22 percent of the sector's revenue, up from 13 percent the previous year, the report states. "A Web Analytics system analyzes Web visitors' online behavior, enabling enterprises to optimize their Web site structure and content to improve customer loyalty, increase sales, and decrease support costs," the research company states.
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