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MarketWatch March
A bulletin board of SFA implementations
For the rest of the March 2000 issue of CRM magazine please click here
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  • The Chicago Board of Trade will use Janna Enterprise Suite to manage relationships with its members and users. The Janna solution will help the board of trade maintain honest, open trading for all market participants by synchronizing customer interactions and allowing the marketing department to easily capture, store and retrieve all information on contacts with exchange members and users. The software will also help the board of trade prepare for its alliance with EUREX, a European exchange based in Germany.
  • Diabetes services and respiratory care supplier Liberty Medical has acquired 500 additional seats of IMA's EDGE software and plans to deploy ChannelEDGE as part of its CRM and eCRM solution. ChannelEDGE is a Java-based solution that captures telephony, fax, e-mail, imaging, Internet and other customer-selected communication channels and intelligently distributes them to the appropriate sales agent or support professional. Using the solution, Liberty Medical expects to enhance communications with new and existing customers.
  • Peoplefirst.com, an online auto loan provider, has selected Sagent Technology's eBusiness applications to provide Web-based CRM and click-stream analysis. The solution will allow Peoplefirst.com to track customer behavior, application submissions and loan approvals and create customized one-to-one marketing campaigns aimed at potential car buyers. The software will also help the company identify cross-sell and up-sell opportunities and better service new clients.
  • Wells Fargo has chosen a solution from Annuncio Software for Web-based direct marketing. The bank's Wholesale Internet Service Group will use AnnuncioLive for a series of targeted e-marketing campaigns designed to personalize interactions with a group of business customers. Wells Fargo did a customer satisfaction survey and gathered the results in the AnnuncioLive profile database. The bank's customer relationship managers use the customer preferences and profiles captured and managed with AnnuncioLive to assure relevant interactions with their assigned customers.
  • Microsoft has purchased Aspect Communications' Aspect Customer Relationship Portal. Microsoft plans to standardize its product support services team of nearly 5,000 professionals on solutions from Aspect in 12 locations in North America over the next 18 months. Using the portal, Microsoft aims to provide customers with a consistent support experience whether they approach by Web, phone or e-mail.
  • United Airlines has deployed a customized version of Quintus CallCenterQ software as a component of the airline's efforts to increase customer satisfaction. The two companies collaborated to develop a packaged solution tailored to the needs of the airline's customer relations department at its Chicago world headquarters. The system will help United respond to customer inquiries quickly and identify overall customer concern trends.
  • AstraZeneca, Hoechst Marion Roussel, Roche and Lundbeck have implemented pharmaceutical relationship management solutions from IMS HEALTH in their European operations. The solutions link field sales representatives and headquarters sales and marketing management in an electronic network to provide market intelligence that enables the companies to develop effective sales strategies, implement efficient sales activities and evaluate performance.

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