Biographical Information
Emmy Favilla

Articles By Emmy Favilla
Posted 18 Oct 2004 [November 2004 Issue]
Topics this month include outsourcing, sales mentoring, and customer advisory boards.
Posted 24 Sep 2004 [October 2004 Issue]
MIS has collected nearly 45,000 names, a majority of which has opted-in to receive additional information from the company.
Posted 23 Sep 2004 [October 2004 Issue]
The company must respond to the constant evolution of hunting seasons throughout the year--and present the appropriate information to its various customers in respect to the season.
Posted 23 Sep 2004 [October 2004 Issue]
Posted 23 Sep 2004 [October 2004 Issue]
BCE Elix, and the city of Montreal announced the launch of telephone applications that provide Montrealers with an enhanced, 87-ACCES automated telephone-service system, and more.
Posted 14 Sep 2004
Verint Systems reported record sales of $60,167,000 for its second fiscal quarter of this year, ended July 31, 2004; and more.
Posted 10 Sep 2004
Extream Software wins Baltmore utility customer, and more.
Posted 07 Sep 2004
INSCI released WebWare ActiveMedia 5.5; Cubistix launched its CRM Front-End 2.0 product; and more.
Posted 03 Sep 2004
The book details the seven steps that can save marketers from missing opportunities to make that essential customer connection.
Posted 01 Sep 2004 [September 2004 Issue]
The Regence Group has expanded its Onyx deployment; RightNow Technologies announced that Big Brothers Big Sisters has chosen the RightNow Service to support the nationwide rollout of its new, core Agency Information Management system; and more.
Posted 31 Aug 2004
Telerx, an outsource provider of customer care services, has named Carolynn Horrell-Chamoun senior vice president of technology solutions, and more.
Posted 24 Aug 2004
Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.
Posted 20 Aug 2004
QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.
Posted 17 Aug 2004
DATALink Systems and Sales Force Management Software announced a partnership to provide productivity software tools to sales managers in Puerto Rico; Interactive Intelligence's business communications software has been certified by VoEx, enabling customers to extend Internet protocol trunking beyond customer premises to the public switched-telephone network; and more.
Posted 13 Aug 2004
Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.
Posted 11 Aug 2004
Dendrite International announced the results of its second quarter; Mercury Interactive Corporation and Siebel Systems have made public a development agreement to design and build test automation interfaces between Siebel 7.7 and Mercury's BTO offerings; Pivotal Veracity, launched the eDelivery Tracker for B2B, a new delivery optimization solution for B2B marketers; and more.
Posted 06 Aug 2004
iAnywhere's M-Business Anywhere solution has provided McKesson with a new automated system running on Symbol SPT1800's Palm OS.
Posted 04 Aug 2004
Rhodes can now access such information as items purchased, date of sale, and whether a customer prefers to pay with cash or credit.
Posted 02 Aug 2004 [August 2004 Issue]
Triangle Brick embarked on a mission to double the size of its business within five years.
Posted 02 Aug 2004 [August 2004 Issue]
The online currency trading firm was missing the back-end analytics crucial for effective prospecting and campaigning.
Posted 02 Aug 2004 [August 2004 Issue]
Today, customers want more than products.
Posted 02 Aug 2004 [August 2004 Issue]
Methods that will help encourage channel partners to buy in to the benefits of CRM.
Posted 02 Aug 2004 [August 2004 Issue]
eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.
Posted 30 Jul 2004
The company conducts daily demos for its prospects. Once a client signs up on the Web site, a confirmation email is sent with the date and time of the client's demo, as is a reminder one hour before the scheduled appointment.
Posted 28 Jul 2004
Dendrite International has completed its acquisition of Schwarzeck-Verlag GmbH; Harte-Hanks announced that it is providing database marketing services for IBM's EMEA Market Intelligence division; Visible Path Corporation released its Visible Path v1.0 solution; and more.
Posted 23 Jul 2004
In 2002 Lincoln Financial Distributors went live with Actuate via the Internet--and it has helped provide consistent sales reporting data for the management team, internal and external sales force, and financial intermediaries.
Posted 21 Jul 2004
Maximizer Software announced the successful adoption of Maximizer 8 in its Americas region; Best Buy has entered into an agreement for a seven-year strategic relationship with Accenture; S1 Corporation announced that KBC Bank & Insurance Group is live with S1 Corporate Banking and more.
Posted 16 Jul 2004
The key benefit to Crossroads is Siebel's remote agent capability.
Posted 14 Jul 2004
Blue Pumpkin announced another consecutive quarter of revenue and net earnings growth; ProfitCenter Software unveiled the Version 2.5 Functionality Release of PCS' Profitability Software Suite; and more.
Posted 09 Jul 2004
To accommodate the needs of its customers, H&R Block sought a comprehensive search solution that would simplify the navigation of its site for users of its Internet-based products and services.
Posted 07 Jul 2004
Siebel Systems announced that Jostens has expanded its deployment of Siebel Analytics enterprisewide; LiveBridge announced that it has hired Curt Swaggart as director of operations in the company's Delhi, India, contact center; and more.
Posted 02 Jul 2004
Following is a list of universities, their CRM programs, and their current enrollment.
Posted 01 Jul 2004 [July 2004 Issue]
CRM magazine's Emmy Favilla spoke with Acuff to discuss his approach.
Posted 01 Jul 2004 [July 2004 Issue]
The company now has the ability to track campaigns and responses to determine which campaigns are generating the most profit.
Posted 01 Jul 2004 [July 2004 Issue]
Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.
Posted 01 Jul 2004 [July 2004 Issue]
Olan Mills is now better able to identify profitable prospects.
Posted 01 Jul 2004 [July 2004 Issue]
The goal was to resolve the issue of customers leaving the Edmunds.com Web site because they felt overwhelmed by the amount of information at their fingertips.
Posted 30 Jun 2004
Walker Information has named Leslie Pagel as group director, training and development; FAST Search & Transfer launched its new FAST Marketrac; SAVO Group has launched a Web-based platform designed to help marketing and sales teams use technology to increase efficiency and effectiveness in driving revenue; and more.
Posted 25 Jun 2004
Unica Corporation has formed an alliance with Biz360; Witness Systems announced that O2 Ireland has implemented the Witness eQuality solution; and more.
Posted 18 Jun 2004
Both companies needed a system to mobilize employees and improve customer response quality in the face of unexpected circumstances.
Posted 16 Jun 2004
Best Software has named Joe Bergerathe senior vice president and general manager of contact management solutions; OnStation introduced AutoCards, a new enhancement to its OnStation ShopConnect CRM service; and more.
Posted 11 Jun 2004
The company was able to create reports that drew on prospective clients and their specific interests in the property for sales follow-up, and provided the sales team at The Lodge with weekly reports of reservation holders' online activity.
Posted 09 Jun 2004
Edocs announced that it has acquired Brightware, a business unit of Firepond that delivers eService software solutions for inbound email response management; Informatica announced a license agreement with the Center for Agribusiness Excellence at Tarleton State University; and more.
Posted 04 Jun 2004
Here's how companies can deliver stellar service at the many touch points available to customers today.
Posted 01 Jun 2004 [June 2004 Issue]
Benefits have translated to a more than 100 percent ROI in less than one year.
Posted 01 Jun 2004 [June 2004 Issue]
Employees had conducted one-on-one customer satisfaction research within its parks for years, Paramount wanted to implement a less intrusive solution.
Posted 01 Jun 2004 [June 2004 Issue]
The right script can make a general customer service agent appear as an expert.
Posted 01 Jun 2004 [June 2004 Issue]
Tom Osenton, author of The Death of Demand: Finding Growth in a Saturated Global Economy, however, consumers have reached their limit; also, a novel about sales.
Posted 01 Jun 2004 [June 2004 Issue]
ScanSoft has introduced the OpenSpeech Recognizer 3.0; more than 50 percent of senior IT executives surveyed agreed that salespeople generally possess good knowledge of their product; and more
Posted 28 May 2004
NetSuite announced the signing of new customers; Amdocs announced that Rural Cellular Corporation has selected Amdocs for its integrated CRM and billing platform; and more.
Posted 21 May 2004
UniPress Software announced the new FootPrints 6.5; Jacada unveiled Jacada Fusion; and more.
Posted 19 May 2004
Lockheed Martin has selected Siebel business applications to provide core support of the F-35's Autonomic Logistics Information System; Amdocs announced that Vodafone Hungary has made a contract to use Amdocs Enabler as its new legacy billing system; and more.
Posted 14 May 2004
Pilot Software has made available its PilotWorks 2004 Spring; KnowledgeBase Solutions announced the availability of KnowledgeBase.net v4.0, and more.
Posted 12 May 2004
Based on the results of a survey of 359 companies, more than 75 percent reported that marketing spending in comparison with 2003 would either increase or stay consistent in 2004.
Posted 10 May 2004
FrontRange Solutions announced an increase in revenues and profits for its third fiscal quarter; SPL signed an agreement to acquire the major assets of CES; and more.
Posted 07 May 2004
NetMotion Wireless has launched the Siebel CRM Mobilization Program; Empirix launched OneSight for Contact Centers; Exact Software unveiled the new Web Shop; and more.
Posted 05 May 2004
Oracle CEO Larry Ellison tops a list of dynamic CRM leaders driving the industry forward. Tom Siebel is the reigning king of CRM; the Siebel brand is often considered synonymous with the technology. Larry Ellison, however, is the godfather of CRM. The reason? Please read on for the answer, and for the full Who's Who in CRM list.
Posted 03 May 2004 [May 2004 Issue]
Amica realized the importance of increasing new customer inquiries and revenues, but needed to keep marketing costs down.
Posted 03 May 2004 [May 2004 Issue]
Inova executives agreed that it was essential to first tackle training.
Posted 03 May 2004 [May 2004 Issue]
David Butler has conducted extensive research on the call center industry. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Elsevier Butterworth-Heinemann) reveals his findings, and more.
Posted 03 May 2004 [May 2004 Issue]
The primary objectives of this initiative are targeting growth, time efficiency, and the construction of a world-class infrastructure based on heightened standards of performance expectations.
Posted 03 May 2004 [May 2004 Issue]
Lamps Plus needed a more efficient way for customers to find what they wanted, while minimizing expensive call center interactions.
Posted 03 May 2004 [May 2004 Issue]
IDS Scheer North America announced Tuesday that it has expanded its partnership with Intalio; Witness Systems announced that Archway Marketing Services has deployed the eQuality customer interaction recording software in its Canadian contact centers; and more.
Posted 30 Apr 2004
Language Analysis Systems introduces the LAS NameParser; Pivotal Veracity launches its new suite of delivery optimization tools; and more.
Posted 28 Apr 2004
Accovia and QlikTech International announces a partnership; British Airways selects Astute Solutions; CH Consulting announces the opening of its new 40-seat, inbound/outbound call center; Rockwell implements Salesforce.com Spring '04; and more.
Posted 23 Apr 2004
Astute Solutions announced a partnership with BenchmarkPortal; NetIQ Corporation launched WebTrends 7; and more.
Posted 21 Apr 2004
Dendrite announced a partnership with SAP America; Salesforce.com announced that LogLogic has chosen to deploy Salesforce.com's Spring '04 CRM service.; RadioShack selects iPhrase; and more.
Posted 16 Apr 2004
Consumers are much less likely to buy a company's products if they have a poor call center experience when calling for assistance, according to a study released today by Portland Research Group.
Posted 12 Apr 2004
NetSuite announced a 99.5 percent guaranteed availability of its Web-based applications; Dendrite has completed its acquisition of Medical Data Management; Dan Springer has joined Responsys as its CEO; and more.
Posted 09 Apr 2004
eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.
Posted 07 Apr 2004
MapQuest provides new telephone access to its services; retail industry analyst Paula Rosenblum joins Aberdeen Group; Phoenix Technologies implements Salesforce.com; and more.
Posted 02 Apr 2004
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
Posted 01 Apr 2004 [April 2004 Issue]
How companies can effectively use their resources to serve their community; a framework for launching a brand internationally; and a look at Tesco lead this month's CRM book list.
Posted 01 Apr 2004 [April 2004 Issue]
Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.
Posted 31 Mar 2004
LiveBridge announced the opening of a 700-seat call center in Cordoba, Argentina; Saab Cars USA has selected Melissa Data's Quality Web Service for real-time verification of customer data; and more.
Posted 26 Mar 2004
Envision Telephony announced a partnership with SIVOX Technologies; Avolent, a provider of financial relationship management software, unveiled BizCast 5.4; Nuance launched Nuance Voice Platform 3.0; and more.
Posted 24 Mar 2004
Onyx made available the Onyx Group Enrollment Manager; Cognos launched the Cognos ReportNet 1.1; Psynchronous Communications unveiled Gravity, a new Web-based tool suite for communications measurement, planning, and outreach; and more.
Posted 17 Mar 2004
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
Posted 12 Mar 2004
ServiceWare Technologies made available its ServiceWare Enterprise 5.5; WebSurveyor Corporation unveiled a new Web interface for its online survey solution; GroupLink launched new product offerings for its Leads Generation, Sales Force Automation, and Customer Satisfaction tiers; and more.
Posted 10 Mar 2004
Inforte announced a definitive merger agreement; Salesforce.com announced its integration with WebEx Communications' WebEx MediaTone Network and more.
Posted 05 Mar 2004
Dictaphone introduced the ContactPoint Trainer module; DemandTec launched DemandTec 4; KANA released KANA Response Live, a module for Web collaboration, online chat, and cobrowsing; and more.
Posted 03 Mar 2004
Recent books that analyze the customers' role; assist users with the new features provided by Microsoft CRM; detail relationship-building techniques; and more.
Posted 01 Mar 2004 [March 2004 Issue]
Tilia Inc., which manufactures and distributes FoodSaver kitchen appliances, chose to take a chance one year ago and integrate sales into its service-oriented call center.
Posted 01 Mar 2004 [March 2004 Issue]
The BRS solution features summarized and detailed broker information and delivering key management information.
Posted 01 Mar 2004 [March 2004 Issue]
The software helps users gain prospects, attract new customers, and boost repeat business figures.
Posted 01 Mar 2004 [March 2004 Issue]
Posted 01 Mar 2004 [March 2004 Issue]
By merging all data into a single system, rather than maintaining separate outlets, enterprises are exposing themselves to greater risks of fraud and theft than ever before.
Posted 26 Feb 2004
WebSideStory launched HBX, a new on-demand Web-analytics tool; Salesnet has enhanced its user interface (UI), an initiative designed to provide a cleaner appearance, increased customization, and faster access to all areas of Salesnet; and more.
Posted 25 Feb 2004
Siebel Systems continues to reign as the leader of Gartner's Magic Quadrant for CRM Sales Suite Vendors.
Posted 19 Feb 2004
The big winners were Best Software's SalesLogix, Onyx Software, and Salesforce.com.
Posted 18 Feb 2004
ACCPAC has announced a major upgrade to its ACCPACcrm.com; Chordiant has announced the Chordiant 5 Rules Designer and the Chordiant 5 Rules Server; and SupportSoft has made available the latest version of its Request, Resolve and Notify (RNN) software.
Posted 18 Feb 2004
PeopleSoft has launched its PeopleTools 8.44; Cognos has introduced the Cognos Enterprise Planning Series Version 7.2; Maximizer Software has partnered with Vineyardsoft to provide workflow automation tools in upcoming versions of Maximizer's CRM and contact management software; and more.
Posted 11 Feb 2004
Forty-three percent of respondents to the Yankee Group "SMB Infrastructure Survey" admitted a fear of becoming heavily dependent on Microsoft's products and services.
Posted 05 Feb 2004
Pegasystems has introduced a new set of horizontal and vertical BPM solutions; Expertcity has announced an OEM and distribution partnership with Mobile Automation; NetByTel has made available its new self-service list removal solution using speech recognition; and more.
Posted 04 Feb 2004
The report finds that businesses and consumers maintain opposing ideas on what generates and what undermines trust.
Posted 29 Jan 2004
NeoSpeech has developed VoiceNotify for auto dealers; Pegasystems has delivered three new BPM solutions; Kauri Business Systems has unveiled Procoll; and more.
Posted 28 Jan 2004
Salesforce.com has released its new Office Edition; ePeople has announced its new ePeople Teamwork 5.1; and QlikTech has released the QlikView Publisher 2.0, providing integrated domain security and Web-based access for remote end-users.
Posted 21 Jan 2004
DreamFactory's new SBuilder helps Salesforce.com customers integrate services; Sales Performance International releases new sales development products; Stronghold Technologies introduces its Call Management Services; and more.
Posted 14 Jan 2004
PeopleSoft has released its newest financial application, PeopleSoft Enterprise Financial Management 8.8; Tigerpaw Software has announced a synchronizing feature connecting Tigerpaw Business Suite 9 Enterprise and Microsoft Outlook; and GuideMark has released a new Wholesale Mortgage Broker Relationship System.
Posted 07 Jan 2004
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