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Biographical Information
Colin Beasty
(former) Associate Editor, CRM Magazine

Colin covered enterprise strategy, consultancies, and data quality for CRM magazine and destinationCRM.com. He was responsible for writing about CRM implementations for "Secret of My Success" in the Real ROI section, the "Required Reading" section inside the Insight section, and "Re:Tooling," the monthly thematic product-review roundup of CRM technologies. He was also responsible for assigning and slotting contributed articles for the Viewpoints section on the Web site.

Colin is a graduate of West Virginia University's Perley Isaac Reed School of Journalism, where he received a BS in news-editorial journalism. Prior to joining CRM, he served as a general assignment reporter for The Charleston Gazette.

Articles By Colin Beasty
As unified data hubs go mainstream, here are six broad strokes to help you master the art of master data management.
Posted 01 Jan 2008 [January 2008 Issue]
Business Problem: Inability to drive a sales force's behavior, rapidly deploy new sales plans, or effectively track and pay compensation and bonuses.
Posted 01 Jan 2008 [January 2008 Issue]
Honeywell Aerospace had to plot an entirely new flight path to navigate often-turbulent CRM skies.
Posted 01 Jan 2008 [January 2008 Issue]
In the business of producing all-terrain vehicles (ATVs) and motorcycles, customer service can get downright dirty.
Posted 01 Dec 2007 [December 2007 Issue]
Business Problem: A business is unable to track product-defect issues across development teams and customers.
Posted 01 Dec 2007 [December 2007 Issue]
Posted 01 Dec 2007 [December 2007 Issue]
Analytics are increasingly leveraged for insight into customer behavior.
Posted 01 Dec 2007 [December 2007 Issue]
As the market for these tools continue to evolve, vendors continue to push towards a consolidated solution set.
Posted 02 Nov 2007
New research shows Australia leading the adoption of CRM software in the rapidly expanding Asia-Pacific market.
Posted 01 Nov 2007
After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify -- and sell to -- their most profitable customers.
Posted 01 Nov 2007 [November 2007 Issue]
A new way of thinking about data and information generated across all lines of business.
Posted 01 Nov 2007 [November 2007 Issue]
Great branding doesn't come from gimmicks -- it derives from exceptional, innovative customer service.
Posted 01 Nov 2007 [November 2007 Issue]
Business Problem: Inability to generate qualified contacts and leads within customer companies.
Posted 01 Nov 2007 [November 2007 Issue]
A new study highlights the importance for financial services firms to round out their SMB offerings, fresh off the heels of a related announcement by Wells Fargo.
Posted 31 Oct 2007
Big-name companies populate the Leaders Quadrant as vendors and customers alike look to leverage data warehouses as mission-critical applications.
Posted 26 Oct 2007
The software giant lowers the price for Dynamics CRM 4.0 and unveils new functionality and partner news at its Convergence 2007 Copenhagen conference.
Posted 24 Oct 2007
The company's head of Fusion Applications is expected to leave, raising questions and concerns about the vendor's ability to deliver Fusion as scheduled.
Posted 19 Oct 2007
The German software maker adds BPM functionality to its portfolio by acquiring Indian-based YASU.
Posted 18 Oct 2007
The business intelligence vendor released an updated version of Crystal Reports at its user conference this week, along with the schedule for the release of a new information-search tool.
Posted 17 Oct 2007
Partners '07: At its annual user conference, the newly independent vendor focuses on its core business with a new partnership and a series of new services.
Posted 10 Oct 2007
Partners '07: Fresh off completing its breakaway from parent company NCR, the vendor unveils an alliance with SAS and defines its product roadmap (including the long-in-the-works Relationship Manager 6).
Posted 09 Oct 2007
A study by Forrester Research highlights the top marketing, merchandising, and multichannel initiatives as retailers become wiser about the online world.
Posted 05 Oct 2007
New Gartner research details the strong growth and strengths of India-based service providers, and their inevitable arrival among the global top 10.
Posted 04 Oct 2007
The analyst firm ranks the vendors by revenue and market share, and finds SAS Institute and Microsoft continue to make inroads.
Posted 03 Oct 2007
Your CRM is only as good as your ability to deliver to your customers. So why not merge supply chain management data with CRM to gain a holistic view? It's not that simple.
Posted 01 Oct 2007 [October 2007 Issue]
With more purchasing power than ever, consumers are increasingly leery of businesses they don't believe they can trust.
Posted 01 Oct 2007 [October 2007 Issue]
In a multibillion-dollar industry, teams aren't playing around when it comes to connecting with fans.
Posted 01 Oct 2007 [October 2007 Issue]
Business Problem: Managers cannot staff and manage their contact centers effectively.
Posted 01 Oct 2007 [October 2007 Issue]
Few vendors were prepared to meet the company's requirements for customizable products.
Posted 01 Oct 2007 [October 2007 Issue]
Out of a field of eight Web analytics products, the latest Forrester Wave elevates five to the top category, a sign of how confusing things are for customers.
Posted 28 Sep 2007
A review of product announcements from the Gartner conferences in Hollywood, Fla., last week.
Posted 24 Sep 2007
At the Gartner MDM Summit, one analyst explains how CDI differs by industry and type of customer, and how the CDI market continues to evolve.
Posted 21 Sep 2007
A series of keynote speakers at the Gartner MDM Summit outline why the time is right for master data management; Gartner reveals its 7 Building Blocks of MDM.
Posted 20 Sep 2007
A Gartner CRM Summit presentation describes why, when it comes to CRM, if your ideas don't stick, your project's doomed to get stuck.
Posted 19 Sep 2007
At the Gartner CRM Summit, a distinguished industry analyst outlines (yet again) how companies have learned about -- but continue to struggle with -- the requirements of CRM.
Posted 18 Sep 2007
The on-demand provider releases upgrades to two vertical editions, as software-as-a-service vendors take "a more focused approach," according to one industry analyst.
Posted 13 Sep 2007
Yet another market-share report tags the two vendors as the market's only leaders--but this one gives Oracle the edge in product quality. Overall, the CRM arena remains competitive.
Posted 12 Sep 2007
A group of industry pundits will launch a new "online career center" at the Gartner CRM Summit later this month.
Posted 07 Sep 2007
Gartner predicts CRM software revenue will grow 14 percent this year to exceed $7.4 billion, as SaaS, sales, and foreign markets continue to drive the market.
Posted 06 Sep 2007
The $339 million acquisition is the latest example of the convergence of business intelligence and performance management.
Posted 05 Sep 2007
All the happenings from Microsoft Corp.'s Worldwide Partner Conference in July.
Posted 01 Sep 2007 [September 2007 Issue]
The Coldest Call author Gerry Cullen explains why some products don't sell, and why you're not to blame.
Posted 01 Sep 2007 [September 2007 Issue]
Business problem: Salespeople need on-the-road access to opportunity, lead management, and other sales-force-automation-related functions.
Posted 01 Sep 2007 [September 2007 Issue]
The company continues to build out its data integration offerings, but lags behind the competition in broader data quality initiatives, according to one analyst.
Posted 31 Aug 2007
The German software giant doubles the number of Indian outsourcers among its top partners, as part of its ongoing efforts to expand market presence in that country.
Posted 30 Aug 2007
The open-source CRM provider's Version 5.0 focuses enhancements on the platform and architecture; the company also provides a roadmap for going public.
Posted 29 Aug 2007
New Sage offering provides productivity and business intelligence improvements; one industry analyst suggests the new version closes the gap between contact management and SFA.
Posted 23 Aug 2007
At destinationCRM2007, author and futurist Stan Davis outlines the influence that Web 2.0 is having on companies and their ability to service and sell to the next generation of consumers.
Posted 22 Aug 2007
A session on the emerging technology kicks off the destinationCRM2007 conference in New York, and focuses on how businesses are maximizing profitability analytics.
Posted 20 Aug 2007
The offshore market has reached "a unique point" as service providers continue to perfect the global delivery model and offer more domain expertise.
Posted 16 Aug 2007
A new Gartner report says Web 2.0 technologies will force businesses to reconsider their approaches to security.
Posted 15 Aug 2007
The Japanese-based vendor's purchase of Sphere Communications is a move to bolster its unified communications portfolio, according to one industry pundit.
Posted 10 Aug 2007
IDC predicts rapid growth for the BPM software market, which is expected to reach $5.5 billion by 2011.
Posted 09 Aug 2007
The Asian technology firm's purchase of a U.S.-based outsourcing provider is consistent with its expanding worldwide presence, according to one industry analyst.
Posted 08 Aug 2007
The consultancy announces a new Web-site marketing service to help companies drive loyalty and sales.
Posted 03 Aug 2007
The BI vendor releases a new product- and region-focused data cleansing solution as it continues to expand its Enterprise Information Management line beyond customer data.
Posted 01 Aug 2007
Indian consultancies are increasing their pursuit of their Western competitors, and are experiencing similar outsourcing issues.
Posted 01 Aug 2007 [August 2007 Issue]
Posted 01 Aug 2007 [August 2007 Issue]
Business Problem: Marketers lack the ability to launch targeted, analytics-driven marketing campaigns online.
Posted 01 Aug 2007 [August 2007 Issue]
As their needs grow more complex, SMBs are turning to a wider array of information in order to make educated product and technology choices.
Posted 31 Jul 2007
A yearly retail satisfaction index maps shoppers' preferences for product feedback--and its impact on online sales and satisfaction.
Posted 20 Jul 2007
Canada-based CRM vendor The Long Reach Corp. launches the first major revision of its flagship Info At Hand product.
Posted 19 Jul 2007
Despite the development of CRM best practices, many businesses are still struggling to properly measure the success of their implementations.
Posted 18 Jul 2007
Executives, including CEO Ballmer, outline a flurry of product announcements to support the corporate line: "software plus services."
Posted 12 Jul 2007
The company releases pricing, product information, and vertical templates for Dynamics Live CRM at its Worldwide Partner Conference; one analyst suggests Microsoft lags in the on-demand race.
Posted 11 Jul 2007
Others in the top category are DataFlux, Business Objects, Harte-Hanks Trillium Software, and IBM; expect to see increased M&A activity as smaller, international players make their presence felt.
Posted 06 Jul 2007
The use of the Internet in healthcare services will benefit patients and healthcare providers alike--as soon as security concerns are addressed.
Posted 05 Jul 2007
Web designers now enjoy unlimited site enrichment tools, which will help companies take e-commerce sites to new levels as broadband adoption rates soar.
Posted 01 Jul 2007 [July 2007 Issue]
Posted 01 Jul 2007 [July 2007 Issue]
Confirmed: High clutter leads to TV viewers to change channel.
Posted 01 Jul 2007 [July 2007 Issue]
Business Problem: A company's marketing department cannot effectively track and manage campaigns across multiple search engines.
Posted 01 Jul 2007 [July 2007 Issue]
NetSuite helps the company manage its demanding client base.
Posted 01 Jul 2007
New research reveals that enterprise and CRM software isn't just for the big boys anymore.
Posted 29 Jun 2007
Either a bad technical implementation or a lack of governance will increase the risk of failure in SOA projects, according to a new report.
Posted 28 Jun 2007
A study finds businesses are turning to master data management solutions to improve their business intelligence results; data governance best practices are still key.
Posted 27 Jun 2007
As SMBs enjoy an expanding IP communications and managed services market, no dominant players have yet emerged.
Posted 21 Jun 2007
The marketing technology vendor releases the latest version of its EMM solution, targeting the gaps across customer touch points.
Posted 20 Jun 2007
Two reports detail the growth of the database and worldwide software storage markets, driven by strong growth in the SMB segment and enterprises looking to host heterogeneous IT environments.
Posted 15 Jun 2007
The feedback management vendor releases an on-demand version of its mobile surveying solution, as it continues to penetrate the enterprise segment.
Posted 14 Jun 2007
In a bizarre twist, a research firm is recommending CIOs in India look to Hong Kong and Singapore to avoid fighting for IT talent within their own country.
Posted 13 Jun 2007
A new study IDs the top performers in supply chain management and explains the importance of allowing the consumer to drive manufacturing and distribution strategies.
Posted 08 Jun 2007
Oncontact Software launches a Vista-compatible CRM application suite targeted to the midmarket, using the new operating system to enable compelling workspaces.
Posted 07 Jun 2007
Sage Software's second vertically focused app targets financial services with a new contact/customer management solution.
Posted 06 Jun 2007
Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
Posted 01 Jun 2007
One analyst says that Agassi was "a charismatic and highly visible driving force for change."
Posted 01 Jun 2007 [June 2007 Issue]
Posted 01 Jun 2007 [June 2007 Issue]
CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.
Posted 01 Jun 2007 [June 2007 Issue]
Business Problem: Valuable customer data is scattered throughout disparate data sources.
Posted 01 Jun 2007 [June 2007 Issue]
Gartner advises enterprises to take advantage of emerging markets in Asia and other parts of the world to remain competitive against the local alternatives.
Posted 31 May 2007
The BI provider will now supply customers with enhanced search capabilities for unstructured data; an alliance with IBM will help tap the Asia Pacific market.
Posted 30 May 2007
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
Posted 24 May 2007
The market is expected to grow as enterprises seek to consolidate the vast amounts of unstructured data in word processing, spreadsheets, and other formats, according to a report.
Posted 23 May 2007
Different licensing models have left customers confused and vendors squabbling over the definition of open source.
Posted 18 May 2007
Magic Quadrant '07: This year's North American CRM service provider quadrant reveals Accenture and IBM GBS as the strongest implementation partners.
Posted 17 May 2007
The company releases a new BI and performance management solution tailored for the SMB segment and based on technology acquired from the Celequest purchase.
Posted 14 May 2007
The CRM vendor realigns its corporate foundation to create two new divisions that will better serve their customers' needs.
Posted 11 May 2007
SAP will buy OutlookSoft, putting more analytics tools into the hands of CFOs; the acquisition continues a consolidation war with Oracle.
Posted 10 May 2007
The European company releases QlikView 8, improving its predictive analysis and collaboration capabilities as the company sees increased traction from the enterprise segment, according to one analyst.
Posted 09 May 2007
SugarCRM introduces a customer self-service portal and knowledge base to connect customers with key CRM business processes; an analyst firm draws parallels to Salesforce.com.
Posted 04 May 2007
Larry Ellison's company continues to lead the market thanks to increased software sales and SMB penetration, but IBM and Microsoft close the gap, according to a study.
Posted 03 May 2007
The company releases version 8 of GoToAssist, focusing on chat and collaboration functionality to improve one-call resolution rates.
Posted 02 May 2007
How to connect the dots to reveal a complete image of new corporate performance management software solutions.
Posted 01 May 2007 [May 2007 Issue]
Business Problem: A company must design and manage a visually appealing interactive storefront for its Web site.
Posted 01 May 2007 [May 2007 Issue]
For partners it is a question of how far Microsoft will go with the verticals initiative.
Posted 01 May 2007 [May 2007 Issue]
Thomas Davenport and Jeanne Harris argue that companies need analytics to make better decisions and extract maximum value from their business processes.
Posted 01 May 2007 [May 2007 Issue]
Companies look to develop best practices around the business processes and technology changes required with SOA as its popularity and use continues to soar.
Posted 26 Apr 2007
The company broadens its on-demand marketing solutions with the predictive analytics of Loyalty Matrix, a marriage of solutions that the market is ready for, according to an industry pundit.
Posted 25 Apr 2007
The business intelligence vendor adds search and analysis capabilities for business users of Excel; more vendors will follow, according to one industry analyst.
Posted 19 Apr 2007
European businesses are overcoming their reticence toward offshoring, and looking to India instead of homegrown providers to fulfill their needs.
Posted 16 Apr 2007
Marketers will invest more money in search marketing as they look to maximize their ROI via campaign management optimization.
Posted 12 Apr 2007
Britain's call center industry grew 6 percent in 2006 and predicts steady growth for at least another five years, according to a recent report.
Posted 11 Apr 2007
Money is a prime motivator when it comes to compensating a sales force, but a new study finds that there are incentives--and barriers--other than Uncle Sam.
Posted 06 Apr 2007
The open-source CRM provider teams with iEnterprises to provide a client-based mobile CRM solution tailored for the BlackBerry platform; the tool set's the thing, according to one analyst.
Posted 05 Apr 2007
The market will see dramatic growth over the coming years, buoyed by a renewed interest in process management, as BPM vendors begin to leverage SOA.
Posted 04 Apr 2007
There are customer service technology vendors making dynamic acquisitions and expanding their broad product portfolios that don't necessarily fit neatly into one of the seven Service Leader categories. In keeping with that our third annual Service Excellence award recipient, M2M Holdings, made two smart deals that plunged it directly into the full-suite CRM and knowledge management arenas. Also, we present our second annual Rising Star awards, spotlighting under-the-radar tech providers that are making serious strides to deepen their competitive footprint.
Posted 01 Apr 2007 [April 2007 Issue]
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
Posted 01 Apr 2007 [April 2007 Issue]
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007 [April 2007 Issue]
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Posted 01 Apr 2007 [April 2007 Issue]
Colin Beasty speaks with Russ Lombardo about his new book, CyberSelling--Using CRM Technology to Help You Sell.
Posted 01 Apr 2007 [April 2007 Issue]
Telecommunications companies have unparalleled access to their customers. Will this pave the way to a new era of personalized content?
Posted 01 Apr 2007 [April 2007 Issue]
Business Problem: CSRs are inundated with routine customer inquiries, which increases wait time and reduces agent effectiveness.
Posted 01 Apr 2007 [April 2007 Issue]
Spending on business intelligence and performance management is expected to balloon as companies seek to bring financial data and operational metrics to the corporate masses, according to a new study.
Posted 30 Mar 2007
The vendor unveils the first of a series of point solutions designed to provide organizations with a point of entry into MDM initiatives, according to an industry analyst; version 3 of its flagship product arrives.
Posted 29 Mar 2007
The company's latest offerings are meant to provide small contact centers with telemarketing and customer service while providing the flexibility to scale up or down.
Posted 28 Mar 2007
Oracle has accused its chief rival of cracking into its computer systems in an attempt to steal copyrighted software; software maintenance fees are at the heart of the suit, according to an industry pundit.
Posted 23 Mar 2007
The market continues to expand, albeit at a moderate pace, as vendors achieve strong growth in SaaS applications and vertically focused solutions.
Posted 22 Mar 2007
A Gartner report also identifies a 50 percent increase in total identity crimes and underscores the importance that companies take preventive measures to ensure customer satisfaction.
Posted 21 Mar 2007
The company expands its long-promoted speech recognition portfolio as it looks to build new voice-enabled customer service software and add speech to its Live Search engine.
Posted 16 Mar 2007
At day two of Convergence Microsoft deepens Dynamics' vertical investments by announcing an acquisition and a new ISV certification program to deliver industry-relevant software to customers.
Posted 14 Mar 2007
The company debuts SharePoint Server 2007 along with other announcements as it begins to focus on molding the Dynamics product line into a fully integrated suite solution.
Posted 13 Mar 2007
The open source provider expands the number of databases it supports and adds e-commerce capabilities; it's part of the product's evolution, according to one analyst.
Posted 09 Mar 2007
Gartner finds that the rapidly expanding SaaS market will force service providers to position themselves in preparation for the quickly changing landscape of IT software.
Posted 08 Mar 2007
Corticon announces Foundation, a BRMS platform that enables users to customize and manage business rules from within application interfaces.
Posted 02 Mar 2007
The $3.3 billion acquisition would be Oracle's largest since Siebel, and continues Oracle's focus on BI while undermining rivals; more BI acquisitions are to come, according to analysts.
Posted 01 Mar 2007
As big businesses enter phase 2 (and for some, phase 3) of their varying CRM initiatives, these tips will refine the advance.
Posted 01 Mar 2007 [March 2007 Issue]
The Philadelphia Eagles and Baltimore Ravens have turned to Epic Cycle to personalize their Web sites.
Posted 01 Mar 2007 [March 2007 Issue]
Onyx North America can now go beyond cleaning records to building more complete information from customer data.
Posted 01 Mar 2007 [March 2007 Issue]
Business Problem: A company can't determine which Web-site factors either drive conversion rates or detract from a customer's experience.
Posted 01 Mar 2007 [March 2007 Issue]
In The Power of Positive Profit, Graham Foster attacks the issue of false business success promoted through volume selling.
Posted 01 Mar 2007 [March 2007 Issue]
A new TAS Group study finds the disconnect between management and reps can erode a sales force's ability to close deals and hit quotas.
Posted 28 Feb 2007
The company updates and renames its flagship surveying product, focusing on workflow and usability enhancements.
Posted 22 Feb 2007
The German software giant purchases the management software provider to make good on its promise to embed more analytics in its offerings; more acquisitions will follow, according to the CEO.
Posted 21 Feb 2007
The company buys Respond Group, a vertically focused acquisition aimed at expanding CDC's industry-specific offerings.
Posted 16 Feb 2007
The company releases enhancements to its e-commerce engine, with improvements that are tailored for a potentially untapped midmarket, according to one analyst.
Posted 15 Feb 2007
The software giant releases a BI platform for Dynamics CRM in an effort to hand business intelligence to the Excel-using masses.
Posted 14 Feb 2007
Security vendors are making the transition from point solutions to suite products that tackle potential threats as enterprises deal with inflexible licensing policies and high costs.
Posted 09 Feb 2007
Allegiance releases version 4 of its EFM suite, with considerable emphasis placed on reporting and managing of survey results for company management.
Posted 08 Feb 2007
The globalization of markets and economies is forcing manufacturing firms to improve their SCM and ERP solutions in an effort to get products that satisfy customer demand to market faster.
Posted 07 Feb 2007
Magic Quadrant '07: The market will experience more growth as the technology includes more users within an organization while application and suite providers enhance their own offerings.
Posted 01 Feb 2007
Enterprise feedback management solutions are replacing conventional surveying tools as companies seek a centralized surveying framework that leverages all data.
Posted 01 Feb 2007 [February 2007 Issue]
Posted 01 Feb 2007 [February 2007 Issue]
Companies are now paying CRM vendors for complete comprehension when it comes to regulatory software products.
Posted 01 Feb 2007 [February 2007 Issue]
A discount vacation firm finds training heaven on the Web.
Posted 01 Feb 2007 [February 2007 Issue]
Business Problem: The sales department lacks the ability to accurately forecast, hindering its ability to design sales plans, restructure the sales force, and leverage information from other departments.
Posted 01 Feb 2007 [February 2007 Issue]
The software giant releases five new versions of its major product lines and highlights the progress it's made in integrating JD Edwards, PeopleSoft, and Siebel via Project Fusion.
Posted 31 Jan 2007
Struggling with a growth dip, telecoms are turning to new multimedia markets to increase revenue; the segment could have plenty of failure due to not grasping business models.
Posted 26 Jan 2007
Two new solutions are designed to garner insight from structured and unstructured data, helping to make the contact center a bigger piece of the enterprise puzzle.
Posted 25 Jan 2007
Amdocs unveils version 7 of its CRM suite, a solution designed to enable service providers to deliver an improved customer experience in the ever-converging world of communications.
Posted 24 Jan 2007
Microsoft and Nortel debut three ICA products and outline the transformation of both companies' communication products through 2010 and beyond.
Posted 18 Jan 2007
The BI vendor adds real-time operational dashboards to its performance management solution and announces tighter integration with Salesforce.com.
Posted 17 Jan 2007
WebMethods unveils the latest version of its flagship product, with strong emphasis on utilizing SOA to drive process management, a trend representative of this emerging market.
Posted 12 Jan 2007
The vendor debuts its workforce optimization module, which--thanks to pre-integration with its contact center suite--will make it available to the SMB segment, according to one industry pundit.
Posted 11 Jan 2007
The latest version, called Titan, is released to the company's partner network as Microsoft gears up to begin hosting the solution itself via Dynamics Live.
Posted 10 Jan 2007
The infrastructure giant acquires IronPort to beef up its network security capabilities; more acquisitions will likely follow, according to one industry pundit.
Posted 05 Jan 2007
Consumers are more open to text message and mobile marketing than most companies know; some name brand businesses are taking advantage of this developing medium.
Posted 04 Jan 2007
SMBs are paying more for ERP systems than enterprises but receiving less business benefit, a study reveals.
Posted 03 Jan 2007
Econometrics has long been the province of Ph.D.s, but applications for marketers are emerging via automated user interfaces and BI reporting tools.
Posted 01 Jan 2007 [January 2007 Issue]
The companies release customization platforms for on-demand, a move that reduces IT risk, yet could spell trouble for midmarket CRM providers.
Posted 01 Jan 2007 [January 2007 Issue]
Posted 01 Jan 2007 [January 2007 Issue]
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.
Posted 01 Jan 2007 [January 2007 Issue]
The results from this year's holiday shopping are in, with most retailers posting impressive customer satisfaction scores; last year's leaders raise the bar for service.
Posted 27 Dec 2006
IT spending will increase, but at a reduced rate as companies focus on "running the existing IT infrastructure," according to one industry analyst.
Posted 22 Dec 2006
Retailers are becoming smarter as they target business intelligence functionality for managing customer data; new research shows heavy BI adoption, but plenty of room to grow.
Posted 21 Dec 2006
NetSuite brings HR functionality to its suite offering, giving employees access to payroll information and streamlining business processes.
Posted 20 Dec 2006
After years of improving citizen satisfaction, e-government scores have leveled off, a possible sign of improving private sector Web sites.
Posted 15 Dec 2006
Gartner highlights new trends and technologies that will influence the way that IT departments operate -- and the way companies do business -- in 2007 and beyond.
Posted 14 Dec 2006
Avidian releases the latest version of its Outlook-based sales and contact management solution, and looks forward to leveraging Office 2007 and Vista in the immediate future.
Posted 13 Dec 2006
While IT spending is predicted to slow, CIOs should focus on making targeted cost cuts and look to leverage young talent to replace retirees.
Posted 08 Dec 2006
As ERP end users demand greater functionality from their solutions, companies are having to weigh the difference between richer functionality and future integration woes.
Posted 06 Dec 2006
Marketers across the pond should get to know bloggers' unique e-commerce habits to tap blogging's potential and tailor Web sites to meet these consumers' needs.
Posted 05 Dec 2006
Companies will be able to track and publish partner success metrics to partners' homepages.
Posted 01 Dec 2006 [December 2006 Issue]
How strength in numbers--in this case, the analytics of customer data--transforms sales teams into sales forces.
Posted 01 Dec 2006 [December 2006 Issue]
Many CRM vendors, including Microsoft with its own CRM offering, have tailored their solutions to mesh with the anticipated new operating system.
Posted 01 Dec 2006
Posted 01 Dec 2006 [December 2006 Issue]
Business Problem: Companies lack the ability to draw insight and intelligence from the vast pools of customer data they've collected.
Posted 01 Dec 2006 [December 2006 Issue]
Nearly half of U.S. adults have concerns about shopping online and distrust email, causing problems for companies that interact with customers via the Internet.
Posted 30 Nov 2006
The on-demand provider unveils a family of tools to address integration woes, though one industry pundit says integration issues are as much a state of mind as they are an IT dilemma.
Posted 28 Nov 2006
CIOs who sit down and align their IT workforces will improve effectiveness and find that they can be proactive versus reactive in addressing business needs.
Posted 22 Nov 2006
The open source provider unveils a new service to allow its CRM applications to be supported by open source middleware stacks.
Posted 17 Nov 2006
Thieves are targeting wealthier consumers while impersonating banks less often, adapting their tactics to a changing environment; one analyst says it's "still a lucrative business."
Posted 16 Nov 2006
The company's latest content communication platform adds tighter integration with Salesforce.com and enhanced workflows, which one industry analyst says sales forces are looking for.
Posted 15 Nov 2006
Version 8 of the company's flagship product introduces new, prebuilt Accelerators that assist customers in overcoming common data challenges associated with making the transition to MDM and CDI.
Posted 09 Nov 2006
The latest version will have tighter integration with Office and Vista, and will be sold alongside Dynamics ERP.
Posted 08 Nov 2006
The acquisition rampage continues as the software behemoth acquires a CIS vendor for an undisclosed sum; the CIS market is ripe for acquisition.
Posted 06 Nov 2006
CIOs should prepare, be more proactive, and must place the people and processes before the technology if their company is part of an M&A.
Posted 03 Nov 2006
Companies see green in this graying generation's attitudes and outlook on life.
Posted 01 Nov 2006 [November 2006 Issue]
Enterprises must walk up the new rungs of MDM and CDI solutions to remain competitive.
Posted 01 Nov 2006 [November 2006 Issue]
Companies are failing to identify it.
Posted 01 Nov 2006 [November 2006 Issue]
Business Problem: Poor email response times lead to increased numbers of phone calls to the contact center.
Posted 01 Nov 2006 [November 2006 Issue]
Purisma's new Data Hub product focuses on improving data accuracy while reducing implementation times, which one analyst says increases these types of solutions' value.
Posted 01 Nov 2006
The BI vendor announces QlikView for Communities, among other products, to allow a customer's partner community easier access to its analytic toolset.
Posted 27 Oct 2006
The company reveals a new customization and development platform; it now goes "toe-to-toe" with Salesforce.com, according to one industry pundit.
Posted 26 Oct 2006
The market will continue to grow, but new license revenues will drop as companies focus on product enhancements and getting value from prior investments.
Posted 25 Oct 2006
Microsoft reveals tighter integration with other enterprise applications; an analyst wonders if will it will be a big enough selling point.
Posted 20 Oct 2006
CIOs will start integrating security at the point of technology integration, as opposed to waiting for an attack to occur.
Posted 20 Oct 2006
The company releases version 4.0 of its EFM solution, which, when tied to its other applications, provides the enterprise with EFM suite, according to one analyst.
Posted 16 Oct 2006
Dreamforce '06: At the annual Salesforce.com event, Colin Powell stressed the importance of the Web and how businesses can leverage it to for a competitive advantage.
Posted 12 Oct 2006
More players, more global deals, and decreased spending on outsourcing are changing the way companies like IBM, BCS, and EDS are packaging their services.
Posted 12 Oct 2006
Dreamforce '06: Marc Benioff outlines the company's new customization and programming platform, discusses community development, and announces Winter '07.
Posted 10 Oct 2006
SugarCRM deploys a community marketplace where developers can offer extensions and community-built applications.
Posted 05 Oct 2006
The company purchases MSC eConsulting to expand service offerings and to fulfill customer demand for tighter CRM integration with back-office systems.
Posted 04 Oct 2006
Two new products address the growing popularity of integrating on-demand apps with other solutions and analytics.
Posted 02 Oct 2006
CDI allows companies to reconcile customer data automatically: It provides a closed loop between individual, sporadic relationships and the redeployment of that data back to the CRM system.
Posted 01 Oct 2006 [October 2006 Issue]
Smaller franchises are leveraging CRM to increase their fan bases.
Posted 01 Oct 2006 [October 2006 Issue]
Business Problem: Salespeople need on-the-road access to opportunity, lead management, and other SFA-related functions.
Posted 01 Oct 2006 [October 2006 Issue]
The middle business market is ripe for the picking for CRM vendors as these companies look to purchase their first CRM systems.
Posted 29 Sep 2006
The company focuses on extending sales compensation management to partners to give incentive to salespeople to provide order management data.
Posted 28 Sep 2006
The service support vendor releases a new product intended to streamline a company's service requirements and to reduce service and support costs.
Posted 27 Sep 2006
Many companies are simply using surveys to impress the customer, and they rarely ever act on the data to drive change in CRM initiatives.
Posted 20 Sep 2006
Industry consultants outline the key drivers that place the processes and people ahead of the technology at the destinationCRM 2006 conference.
Posted 17 Sep 2006
The company see the benefits of its Affinium EMM solution as a "marketing system of record," in bridging the gap between different applications.
Posted 14 Sep 2006
The Winter '07 release will offer "unlimited customization" for analytics and BI tools, including Business Objects Crystal Xcelsius; one analyst sees the potential benefit to CRM in general.
Posted 13 Sep 2006
Sage launches the latest version of its full-featured CRM suite at the Gartner CRM Summit in Chicago, with renewed focus on end-user adoption and mobility.
Posted 12 Sep 2006
Both RIM and Palm introduce new smartphones that offer significant improvements over previous models for connectivity to enterprise applications.
Posted 07 Sep 2006
Following its purchase of AimNet Solutions, the outsourcer will continue to look for other acquisitions in the U.S., Europe, and India.
Posted 06 Sep 2006
CRM magazine's Colin Beasty spoke with Richard Gallagher about his book, Great Customer Connections.
Posted 01 Sep 2006 [September 2006 Issue]
Many vendors have either dropped out of the market or been acquired, but a slew of new, smaller companies with innovative solutions has stepped in to take their place.
Posted 01 Sep 2006
Business Problem: A sales force is overwhelmed with the complexity of its company's products and service offerings.
Posted 01 Sep 2006 [September 2006 Issue]
A ballet company sends a dirty database "en arriere" with QAS.
Posted 01 Sep 2006 [September 2006 Issue]
Oracle's announcement of its intent to acquire Siebel raised doubts about how long Siebel's OnDemand alliance with IBM would last.
Posted 01 Sep 2006 [September 2006 Issue]
The market continues its moderate growth as enterprises developed new strategies and tactics to integrate SCM with other enterprise applications.
Posted 31 Aug 2006
The region's businesses continue to post higher IP adoption rates than their North American counterparts.
Posted 30 Aug 2006
Retailers need to learn that value-added services are critical when it comes to differentiating their brand and that better customer service training is a business strategy.
Posted 24 Aug 2006
Enterprises must be careful to understand the difference between the hype surrounding BPO and its actual business benefits, according to a Gartner study.
Posted 23 Aug 2006
The market experiences its second consecutive year of growth and enters its "second wave," according to one industry analyst.
Posted 17 Aug 2006
Aspect Software readies CSS 7.2; TuVox launches OnDemand 6.0; OpenMethods adds tools to the open source voice toolkit; and more.
Posted 11 Aug 2006
Centric CRM and SpikeSource announce a partnership to make open source software more accessible to smaller enterprises.
Posted 10 Aug 2006
A new survey indicates that despite the steady growth of CRM, customer service is still a weak point that drives consumers to competitors; retail leads the poor-service pack.
Posted 09 Aug 2006
The market is experiencing growth for the first time in years as vendors introduce new delivery models and applications to drive strategic value.
Posted 04 Aug 2006
Sento makes available CXP, a product that is designed to "execute" the data gathered from Web analytics software.
Posted 03 Aug 2006
SAP continues its dominance of European sales as Salesforce.com and Microsoft see the most growth.
Posted 02 Aug 2006
Local and national governments are turning to CRM to satisfy the citizen-as-consumer.
Posted 01 Aug 2006 [August 2006 Issue]
CRM's Colin Beasty spoke with Jeanne Bliss about her book, "Chief Customer Officer."
Posted 01 Aug 2006 [August 2006 Issue]
Keeping lap-tops up and running is essential.
Posted 01 Aug 2006 [August 2006 Issue]
Business Problem: Channel managers are struggling to exchange customer info with their partner network.
Posted 01 Aug 2006 [August 2006 Issue]
Retailers won't have to worry about high gas prices keeping potential customers away, but should focus on letting customer data and demand inform their autumn sales.
Posted 28 Jul 2006
SugarCRM releases version 4.5 of Sugar, the first version of the company's flagship product resulting from its technical agreement with Microsoft.
Posted 27 Jul 2006
The $4.5 billion acquisition marks HP's entry into the world of business applications, SOA, and more.
Posted 26 Jul 2006
Two-thirds of businesses will increase their investment, but they must tackle security and network management to fully leverage this emerging wireless network technology.
Posted 14 Jul 2006
More companies are hosting key segments of their IT systems to ensure better disaster recovery and less system downtime.
Posted 13 Jul 2006
New business growth will mean increased headcounts for IT departments, but it's equally important to retain employees through strong rewards programs.
Posted 12 Jul 2006
The telecom provider acquires the customer verification business of VoiceLog, which operates in an innovative and expanding market, according to one analyst.
Posted 06 Jul 2006
SMBs are turning to specialists for products and services to help themselves take advantage of the Web.
Posted 05 Jul 2006
The continued growth of the Internet and SMB IT departments are leading to an increased emphasis on security, according to a report.
Posted 04 Jul 2006
Many vendors require customers to perform their own due diligence.
Posted 01 Jul 2006 [July 2006 Issue]
CRM's Colin Beasty spoke with Rob Goffee and Gareth Jones about Why Should Anyone Want to Be Led by You? and how it relates to good CRM.
Posted 01 Jul 2006 [July 2006 Issue]
Customer clarity is an analytical wand's wave away with new marketing automation apps.
Posted 01 Jul 2006 [July 2006 Issue]
"We were like, my God, that's the nirvana."
Posted 01 Jul 2006 [July 2006 Issue]
Business Problem: Marketers are failing to drive revenue and market penetration from their current campaigns.
Posted 01 Jul 2006 [July 2006 Issue]
Telecoms are beefing up their wireless networks and placing more emphasis on management policies as the use of mobile devices soars.
Posted 30 Jun 2006
Enterprises will need to look to third-party providers for SOA assistance as they continue to migrate to this increasingly popular approach.
Posted 29 Jun 2006
Personalized service, upkeep, and maintenance are attracting SMBs to purchase their IT software and hardware through vendor partners.
Posted 28 Jun 2006
AOL's massive customer misfire this week is a perfect example of corporate arrogance and poor CSR training.
Posted 23 Jun 2006
The company adds enhancements and packaged application updates to build out the solution's usability.
Posted 23 Jun 2006
Perseus Development and WebSurveyor are bought and will be merged to create a surveying "suite" solution; one analyst says to expect more acquisitions within this market.
Posted 20 Jun 2006
The company releases a wireless SFA product based on new smart-client technology, not a Web browser, and upgrades its hosted suite.
Posted 15 Jun 2006
The software giant acquires Telephony@Work for its IP-based technology, a move that might represent a shift within the call center industry, according to one analyst.
Posted 14 Jun 2006
The acquisitions will signal further growth for the Cisco communications system and shore up product integration for its customers.
Posted 09 Jun 2006
New data management solutions and best practices will spur enterprises to switch from simple data warehouses to reactive CDI data marts.
Posted 08 Jun 2006
IEX's first product release since NICE acquired the company is designed to meet scheduling requirements and represents the continuing move towards workforce optimization.
Posted 07 Jun 2006
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
Posted 01 Jun 2006
Business Problem: Customer data is scattered throughout legacy systems, preventing a company from fully leveraging it.
Posted 01 Jun 2006 [June 2006 Issue]
Amdocs tailors a dynamic focus on banking solutions.
Posted 01 Jun 2006 [June 2006 Issue]
Poor site design, lack of pricing information, and user registration are found by a new study to be the primary culprits in user experience woes.
Posted 31 May 2006
The company adds plan-document approval to its on-demand offering and announces the latest AppExchange victim.
Posted 26 May 2006
The company adds new ERP functionality to its popular on-demand suite, making it difficult for SAP to catch up in the race for the midmarket.
Posted 24 May 2006
Now that the vertical has finished reacting to the Internet, companies are making long-term investments in online consumers.
Posted 23 May 2006
IBM launches its new business intelligence search application, which one industry analyst says represents the market in general.
Posted 17 May 2006
Infor buys the enterprise software provider to create the market's third-largest software maker, competing directly with Oracle and SAP.
Posted 16 May 2006
The company shipped its real-time performance management tool, which, according to the company, will help monitor and improve the productivity of individuals and departments.
Posted 11 May 2006
The enterprise-marketing apps provider revealed plans to ship its Web-analytics application to track customer behavior everywhere.
Posted 10 May 2006
OutlookSoft launches the latest version of its BPM product; users are able draw insight into customers and business operations from multiple data repositories.
Posted 08 May 2006
The deployment and use of open source BI is expected to increase as this new software application enters the mainstream.
Posted 05 May 2006
IT spending throughout Asia, Europe, and North America will continue to rise throughout 2006, with strong focus on security and business intelligence.
Posted 04 May 2006
The BI company announces a host of new data integration, cleansing, and dashboard products targeted for the SMB and enterprise market.
Posted 03 May 2006
Tech obstacles to CRM success can be considerable, but others include process and people concerns--read here about two companies' experiences.
Posted 01 May 2006 [May 2006 Issue]
Posted 01 May 2006 [May 2006 Issue]
Priorities are changing from cost cuts to service improvements.
Posted 01 May 2006 [May 2006 Issue]
Business Problem: Unstructured text, articles, surveys, call center notes, and more are concealing patterns and trends, obscuring customer relationships.
Posted 01 May 2006
Accents and dialects are the leading contact center frustration among consumers; 29 percent of U.S. respondents say hard to understand accents is their top complaint.
Posted 28 Apr 2006
Customers can expect to see continued M&A activity and the rise of hosted services as the market continues to grow.
Posted 27 Apr 2006
The company debuts its latest search solution, making it the first to leverage Web behavioral data; a key enhancement is active ranking.
Posted 26 Apr 2006
Wachovia topped the customer experience rankings; Chase, Citibank, Wells Fargo, Wachovia, and Bank of America all topped the Web excellence scorecard.
Posted 21 Apr 2006
Consumers rate 2006's best-in-class across 14 industries, highlighting how important it is for companies to maintain consistent brand and customer service.
Posted 20 Apr 2006
The search engine darling announces an enterprise application launch that will ease the growing pains associated with CRM end-user adoption.
Posted 19 Apr 2006
Hidden fees like government costs and severance pay are limiting the cost benefits of IT outsourcing, though the business practice isn't losing its popularity.
Posted 14 Apr 2006
U.S. businesses are beginning to look to Mexico and other Central American areas for customer service agents as the domestic Hispanic population rises.
Posted 13 Apr 2006
Companies are working on standardization; budgets will increase as organizations look for ways to extend BI and analytics throughout the enterprise.
Posted 10 Apr 2006
The use of this emerging technology is expected to soar over the coming years; the ability to report in real-time will begin to appear in second and third generation versions.
Posted 07 Apr 2006
The acquisition of a quality management provider signals that the game is on against other workforce optimization companies.
Posted 06 Apr 2006
The acquisition will create more vertically focused digital marketing solutions; the product upgrade will enable marketers to analyze the activity of a new set of visitor demographics.
Posted 05 Apr 2006
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
Business Problem: The contact center is overwhelmed with basic, repetitive inquiries.
Posted 01 Apr 2006 [April 2006 Issue]
Posted 01 Apr 2006 [April 2006 Issue]
It could begin to suffer from high saturation levels and revenues could drop while providers improve their service offerings.
Posted 31 Mar 2006
A new partner networking program is intended to help customers better leverage their customized solutions.
Posted 30 Mar 2006
The vendor's latest on-demand sales compensation product goes after big businesses with tight wallets.
Posted 29 Mar 2006
The company introduces a new suite of BI tools for companies of all sizes, and in the process, looks to compete against SAP and Microsoft.
Posted 24 Mar 2006
Companies are undervaluing the channel and its potential savings as more customers seek support.
Posted 23 Mar 2006
Announcements from two vendors highlight one of today's fastest growing technology markets.
Posted 22 Mar 2006
Gartner finds that saving money is still the number one driver of outsourcing, but warns not to let financial savings be the sole motivator.
Posted 17 Mar 2006
The BI giant acquires Veridiem to help expand its marketing offerings; now it may better compete with Unica, according to one analyst.
Posted 16 Mar 2006
The Israeli company announces the latest version of its support software; one analyst calls it a critical IT component for companies providing services to their customers.
Posted 15 Mar 2006
Monitor Software enhances its on-demand analytics tool; an industry analyst says the products provide a perfect complement to existing on-premise solutions.
Posted 10 Mar 2006
The contact center market continues its migration to IP as vendors make a host of IP-related announcements.
Posted 09 Mar 2006
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
Posted 03 Mar 2006
The middleware provider expands its SOA offerings by acquiring a BPM software company; expect a stronger service focus and access to new verticals.
Posted 02 Mar 2006
ISM Top 15 '06: A survey of top vendors shows providers will continue to expand their on-demand and SMB offerings.
Posted 01 Mar 2006
Retailers are in transition as they balance customer experience in the store and on the Web.
Posted 01 Mar 2006 [March 2006 Issue]
Backing up data today helps ensure recovery tomorrow.
Posted 01 Mar 2006 [March 2006 Issue]
"The biggest key to getting customers to buy is a quick response."
Posted 01 Mar 2006 [March 2006 Issue]
Business Problem: A company has little insight into timely customer or employee feedback.
Posted 01 Mar 2006 [March 2006 Issue]
Siebel continues to rely on its CRM applications and SAP on its ERP offerings to land customers, but both companies will have to continue to improve their wares to keep customers.
Posted 24 Feb 2006
Microsoft, Oracle, Sage, and Salesforce are listed as some of the top solution vendors in the segment.
Posted 23 Feb 2006
The company opens a new localization center in Ireland to streamline European operations; an industry analyst says the move also addresses differences in culture and marketing.
Posted 22 Feb 2006
The move helps legitimize the open-source model, but underscores the enterprise giant's need to build out its business.
Posted 16 Feb 2006
A new application from Xactly provides currency conversion and the ability to calculate pay rates based on relationships with a company.
Posted 15 Feb 2006
The companies announce a technical partnership, which one industry analyst says will help deliver open source to SMBs.
Posted 14 Feb 2006
An industry analyst says the move validates data quality's role in BI, and makes more sense than the purchase attempt of Firstlogic by Pitney Bowes.
Posted 09 Feb 2006
Gartner predicts strong growth for this rapidly expanding market, but not before companies start to look at BI as the means to strategic IT planning.
Posted 08 Feb 2006
The Commission and other law enforcement agencies have cracked down on 20 firms that claim they can remove negative information from credit reports.
Posted 03 Feb 2006
The company announced improvements to the product's ability to capture online customer data throughout the world.
Posted 02 Feb 2006
Industry pundits expect Google and Microsoft to shake up the market.
Posted 01 Feb 2006 [February 2006 Issue]
Different positions within a sales force require different functions from an SFA system, and tailoring to fit those functions is a big part of successful SFA strategies.
Posted 01 Feb 2006 [February 2006 Issue]
Enterprises respond to IP's features and technology, but smaller companies have to care more about cost benefits.
Posted 01 Feb 2006
Business Problem: Marketing campaigns are failing to deliver targeted, relevant messages to customers.
Posted 01 Feb 2006 [February 2006 Issue]
The hosted app will launch in February; the company outlines its midmarket plans for 2006, and sees strong 2005 revenue numbers.
Posted 27 Jan 2006
Magic Quadrant results show that a large number of niche vendors offer complementary solutions for specific aspects of the industry.
Posted 26 Jan 2006
IT customers have changed the criteria to selecting their software vendors, concentrating more on vertical expertise.
Posted 25 Jan 2006
A report by IDC indicates that certain industries are warming up to different server vendors for different reasons.
Posted 19 Jan 2006
The cell phone carrier is obtaining restraining orders against companies that are stealing and selling their customers' records.
Posted 18 Jan 2006
An analyst report predicts that more U.S. and Canadian companies will engage in BPO to fight competition from other regions.
Posted 17 Jan 2006
Slow adoption rates can be attributed to companies not yet realizing the true value of the architecture.
Posted 13 Jan 2006
The firm's higher-than-expected Q4 revenues likely will have little impact on the proposed Oracle acquisition.
Posted 12 Jan 2006
Magic Quadrant '06: The analyst firm expects the business intelligence market to experience sustained growth as the technology includes more users within an organization.
Posted 11 Jan 2006
The company cites a lack of synergy between the two organizations; CDC finds Onyx's lack of communication 'dismissive' and 'unusual.'
Posted 06 Jan 2006
The move is a play to enter the Latin American market and acquire an established customer base, but there will be trade and language barriers.
Posted 05 Jan 2006
Selecting and implementing the proper sales compensation tool to drive and motivate your sales force is more important than ever.
Posted 01 Jan 2006 [January 2006 Issue]
Europe is setting an example of best outsourcing practices that American business might want to follow.
Posted 01 Jan 2006 [January 2006 Issue]
Today, the customer is the real decision maker.
Posted 01 Jan 2006 [January 2006 Issue]
Migrating to iRadeon's version of SugarCRM saves a search engine marketing company both.
Posted 01 Jan 2006 [January 2006 Issue]
Business Problem: Managers cannot staff and manage their contact centers effectively.
Posted 01 Jan 2006 [January 2006 Issue]
A businessman has won what is believed to be the first victory of its kind by claiming damages from a company that sent him email spam.
Posted 29 Dec 2005
Consumers rate 2005's best-in-class restaurants, retailers, convenience stores, and supermarkets.
Posted 28 Dec 2005
Providers will be forced to adapt due to the emergence of new players and services, such as Google and open source technology.
Posted 27 Dec 2005
Marketers should identify product brand in their email campaigns; concerns about spam and other online pitfalls seem to be diminishing.
Posted 23 Dec 2005
Storing patient medical records electronically and new regulations from governments will contribute to spending.
Posted 22 Dec 2005
Automakers can solve problems more quickly and improve customer satisfaction by exchanging customer data with dealers.
Posted 21 Dec 2005
The company meets expectations, but industry experts say it is beginning to focus more on its business applications line.
Posted 16 Dec 2005
Online marketing and on-demand solutions are important factors when considering the adoption of IT solutions.
Posted 15 Dec 2005
The company settles charges for $5.3 million, the largest-ever Do Not Call payout; the fine underscores the importance of monitoring affiliate marketers.
Posted 14 Dec 2005
A new report stresses the importance of marketers understanding consumers' online purchasing habits -- the peaks and valleys -- between Thanksgiving and Christmas.
Posted 09 Dec 2005
While adoption is still slow, a new report says the quantitative and qualitative benefits for SMBs will raise penetration rates.
Posted 07 Dec 2005
The solution, as a giveaway, puts pressure on Microsoft as it continues to enter the consumer market, according to one analyst.
Posted 05 Dec 2005
We asked consultants to list some common CRM mistakes, and to then advise readers on how to avoid them.
Posted 01 Dec 2005 [December 2005 Issue]
Banks need to do a better job of making consumers aware of online payment options and benefits.
Posted 01 Dec 2005
A large publishing company turned to data cleansing to power up its enormous customer database.
Posted 01 Dec 2005 [December 2005 Issue]
Business Problem: Managers can't predict the sales pipeline.
Posted 01 Dec 2005 [December 2005 Issue]
Gathering far-flung customer information solidifies a development model.
Posted 01 Dec 2005 [December 2005 Issue]
Americans are more impatient than the rest of the world with CSRs; first call-resolution rates and personalizing experiences are important.
Posted 30 Nov 2005
LivePerson launches version 7.5 of its hosted enterprise CRM solution; Ellison agrees to settle the insider trading lawsuit; Knova has a new vice president; and more.
Posted 29 Nov 2005
The CCM solutions provider has added enhancements to its flagship product to advance worldwide implementation.
Posted 28 Nov 2005
Sage CRM SalesLogix is listed as a leader in both the midmarket and small business categories; analyst says this market will continue to merge its deployment models.
Posted 23 Nov 2005
Five9 cuts phone costs with product enhancements; Knowlagent announces the latest version of its flagship products; and more.
Posted 22 Nov 2005
The move is seen by industry analysts as a smart IVR play, but some say Nortel and Avaya remain the big fish.
Posted 18 Nov 2005
IPT analysts feel strong industry growth in a short period of time is a sign that this technology is becoming mainstream.
Posted 17 Nov 2005
Consumers buy on weekdays; marketers should use that knowledge to time email campaigns and search engine bids.
Posted 16 Nov 2005
Interactive Intelligence unveils Customer Interaction Center 2.4; Tigerpaw releases version 10 of its flagship product, NICE announces record financial results; and more.
Posted 15 Nov 2005
Versatility, initiative, and business knowledge are essential for success; professionals will need to focus on business processes and relationships, as well as technology.
Posted 11 Nov 2005
A research report IDs companies that are succeeding by using SCM; Dell takes the number one spot in the ranking.
Posted 10 Nov 2005
Insufficient integration between customer communication channels is depriving consumers of positive experiences.
Posted 09 Nov 2005
Autonomy purchases Verity; Maximizer Software release Version 9 of its enterprise suite; and more.
Posted 08 Nov 2005
NPOs are taking advantage of relevant content and supporter issues to create more targeted campaigns.
Posted 04 Nov 2005
Greg Maffei quits after just four months; analysts say he may have started at the wrong time.
Posted 04 Nov 2005
Earnings roundup: Microsoft and Sento announce revenue growth; ICT Group reports a record quarter; Reynolds and Reynolds expects a revenue loss; and more.
Posted 01 Nov 2005
Third generation--3G--technology is finally arriving after years of mishaps and delays.
Posted 01 Nov 2005 [November 2005 Issue]
Donna Fluss, principal of DMG Consulting, spoke with CRM magazine's Colin Beasty about her new book, "The Real-Time Contact Center."
Posted 01 Nov 2005 [November 2005 Issue]
Edmonton Airport installed IP-based technology to manage its phones, also helping safety levels and improving customer service.
Posted 01 Nov 2005 [November 2005 Issue]
Accenture turns to IEX's TotalView to manage three Indian call centers.
Posted 01 Nov 2005 [November 2005 Issue]
Business Problem: Decision-makers have no insight into marketing effectiveness.
Posted 01 Nov 2005 [November 2005 Issue]
An industry analyst says this is a perfect example of marketers taking advantage of an ethnic group that 'wants to be marketed to.'
Posted 27 Oct 2005
It will be the largest driver of adoption in the IT department, and the results of that will be higher consumer-technology penetration and shorter product life cycles.
Posted 26 Oct 2005
Telemarketing firms settle consumer charges; RightNow announces financial results; Parature releases version 6 of its flagship product; and more.
Posted 25 Oct 2005
The lawsuit is a sign of the growing popularity of search engine marketing, according to one analyst.
Posted 24 Oct 2005
SAP reports positive Q3 results; Experian reveals a tool for better B2B prospecting; Voxify appoints a new marketing vice president; and more.
Posted 21 Oct 2005
IT departments will reduce expenditures by switching from best-of-breed to solutions, and by enforcing security best practices.
Posted 20 Oct 2005
The company has been under a year-long investigation by the private-sector self-regulatory organization for allegedly misleading its smaller clients about investments.
Posted 19 Oct 2005
AIM Technology reveals Version 6 of its performance management suite; Dendrite announces 360 Insight; Deltek has a new CFO; and more.
Posted 18 Oct 2005
Oracle and SAP will lead the enterprise applications market; AMR Research avers hosted apps and new global markets will contribute to the space's growth.
Posted 17 Oct 2005
Slowdowns in economic growth, coupled with hesitancy to adopt new technology, will temporarily stall investments; high energy prices are partly to blame.
Posted 14 Oct 2005
Government, financial services, and professional services will expand usage for mobile workforces, and retail will advance customer care and supply chain management.
Posted 13 Oct 2005
Financial services, construction, and healthcare are top implementers of on-demand CRM; uptake is slow, but is accelerating among small businesses.
Posted 12 Oct 2005
ABG and eVergance Partners join forces; Siebel launches a new index for SMBs; Oracle buys open source developer Innobase; and more.
Posted 11 Oct 2005
U.S. contact center growth is being hampered by consolidation among outsourcing providers, which is expected to continue as new offshore markets emerge.
Posted 06 Oct 2005
IP vendors must fix quality of service, infrastructure reliability, and network security to effectively enter the price-sensitive emerging market.
Posted 05 Oct 2005
Deltek acquires Wind2Software; KnoahSoft releases KnoahsARK; and more.
Posted 04 Oct 2005
Permanent challenges for executive will be competition and the battle for talent; change management strategies include flexible tactics.
Posted 04 Oct 2005
Unified customer databases are helping to boost the sport's renewed marketing efforts.
Posted 01 Oct 2005 [October 2005 Issue]
CRM magazine's Colin Beasty spoke with Dan Steinbock about his book, The Mobile Revolution Rings True.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
Influential leaders are those who pave the way for others to follow. They are often the first to market with a strong CRM product or strategy, are often the best at delivering a product or strategy, or have such industry clout that their actions reverberate widely in the market.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
Privacy breaches occur as often from within an organization as they do from outside it; user authentication methods can help reduce the damage.
Posted 30 Sep 2005
Leading global organizations are using a best practice for IT that advises managing personnel and strategies.
Posted 28 Sep 2005
Concerto and Aspect seal the deal; SAP teams with IBM and Siemens for new analytics tools; and more.
Posted 27 Sep 2005
Extending its analytics portfolio may give the company more competitive weight.
Posted 26 Sep 2005
Federal Web sites now rank high in satisfaction, but they must continue to focus on constituents.
Posted 23 Sep 2005
A combination of innovation, selling tactics, and targeting strategies is the key retailers need to stay ahead of the competition.
Posted 22 Sep 2005
HP teams up with multiple BI providers; Perseus launches an improved EFM solution; AIM appoints new vice president; and more.
Posted 20 Sep 2005
Upped conversion and click-through rates mark that despite declining open numbers the channel remains popular.
Posted 15 Sep 2005
High staff turnover and a shortfall in qualified employees could slow the growth of the Indian call center market.
Posted 14 Sep 2005
Concerto Software extends VoIP functionality; Aspect launches an Anniversary Edition; Business Objects names a new CEO; and more.
Posted 13 Sep 2005
A matrix approach that combines customer data will forge better sales and marketing results as buying patterns emerge.
Posted 08 Sep 2005
The next-gen offering will be a natural extension of personal productivity programs.
Posted 07 Sep 2005
Opus's delivery model and consultative practice place Verint in a better competitive position.
Posted 06 Sep 2005
Sage releases ACT! 2006; Salesnet previews its 25th Anniversary Edition; Siebel dodges an SEC bullet; and more.
Posted 06 Sep 2005
The euro 1.8 billion contract is the largest financial deal ever involving offshore IT service providers.
Posted 02 Sep 2005
Posted 01 Sep 2005 [September 2005 Issue]
EFM solutions are replacing the old-school method of customer feedback.
Posted 01 Sep 2005 [September 2005 Issue]
One analyst says that the market leaders 'are the most comfortable with outsourcing.'
Posted 01 Sep 2005
Business Problem: Customer satisfaction levels are too low and agents are not sufficiently cross- and upselling products.
Posted 01 Sep 2005 [September 2005 Issue]
There will be a consolidation of 'redundant' IT systems by the OMB; ERP providers should tailor their solutions to meet the demands of the federal government.
Posted 30 Aug 2005
Communications and tech companies now recognize the monetary rewards of the market, but mishandle offerings and lack customer focus.
Posted 26 Aug 2005
Improving marketing approaches will alter the current image of the department as a cost center.
Posted 25 Aug 2005
A future wireless technology convergence has the potential to offer much improved service for wireless providers.
Posted 24 Aug 2005
A Forrester study sees the market shifting from best-of-breed to comprehensive suite solutions that offer more layered approaches to security.
Posted 19 Aug 2005
The company is losing some ground, however, to SAP and Oracle, which show slight gains as their license sales have grown.
Posted 18 Aug 2005
These businesses still harbor apprehensions about creating Web sites and do not take advantage of e-commerce presence.
Posted 17 Aug 2005
With significant contributions from the healthcare, transportation, utilities, and banking industries, outsourcing is expected to grow at a CAGR of 3.3 percent through 2009.
Posted 11 Aug 2005
Company support, funding, and security concerns are hindering the process.
Posted 10 Aug 2005
Responsys releases Interact 5 and creates a marketing forum; Nortel increases revenues by 10 percent; and more.
Posted 09 Aug 2005
Siebel and Novell say that a widened range of more complete offerings will benefit customers through increased flexibility and support.
Posted 08 Aug 2005
Government, financial services, and manufacturing head up IBM's Global Business Security Index, a trend barometer of increased criminal intent in attacks.
Posted 05 Aug 2005
The deal strengthens IBM's information management portfolio, while positioning the company to compete with Siebel and Oracle.
Posted 03 Aug 2005
Broadbeam and Cingular team up to offer SFA services; Aspect announces version 7.1 of Customer Self-Service; and more.
Posted 02 Aug 2005
Companies must strengthen sites to reflect more accurately their products and services.
Posted 01 Aug 2005
Technology developments are enticing SMBs to invest more in CRM and ERP applications.
Posted 01 Aug 2005 [August 2005 Issue]
Business Problem: Employees don't share contacts.
Posted 01 Aug 2005 [August 2005 Issue]
An educational products company uses Omniture's SiteCatalyst to build its Internet marketing campaigns.
Posted 01 Aug 2005 [August 2005 Issue]
Posted 01 Aug 2005 [August 2005 Issue]
Witness Systems reports a record second quarter; Siemens sees a drop in operating income; RightNow Technologies reports its 30th consecutive quarter of revenue growth; and more.
Posted 29 Jul 2005
The country is threatening other outsourcing spots; fluency in English and education are advantages.
Posted 28 Jul 2005
Customers feel more protected in case of emergency and would pay to have information stored that way.
Posted 27 Jul 2005
Dictaphone introduces a new medical speech recognition solution; Five9 opens Centers of Excellence; Parature hires a new CFO; and more.
Posted 26 Jul 2005
Microsoft, SAP, and Amdocs all report strong growth; Informatica has record profits; and more.
Posted 22 Jul 2005
An MCI solution follows current market trends, which one analyst asserts are altering IT managers' buying decisions.
Posted 21 Jul 2005
Companies are not increasing budgets for the most basic systems, including email and wireless network connections.
Posted 20 Jul 2005
Empirix and Genesys announce a joint GVP monitoring solution; Sendia releases a wireless business platform; Fred Alger prospers from Proposal Software; and more.
Posted 19 Jul 2005
Pricing solution deployments are budgeted at up to $5 million for large companies in this relatively untapped market.
Posted 15 Jul 2005
Vendors must first lower costs, then collaborate to deliver single-provider choice if they want people to buy.
Posted 14 Jul 2005
Diverse groups want marketers to understand their life experiences and to build lasting connections.
Posted 07 Jul 2005
The takeover gives the world's largest database software maker a shot at being the leader in the retail market space.
Posted 06 Jul 2005
Concerto buys Aspect; SmartCompany releases version 4.0 of its flagship product; Amdocs acquires DST Interactive; and more.
Posted 05 Jul 2005
An annual survey of the top-100 U.S. companies reveals what R E S P E C T means to their Web visitors.
Posted 01 Jul 2005
Recent debuts by SugarCRM and Salesforce.com could jump-start an industry space.
Posted 01 Jul 2005 [July 2005 Issue]
Business outsourcing provider Pearson Government Solutions answers the call of thousands who take employment for granted with those who cannot.
Posted 01 Jul 2005 [July 2005 Issue]
Pardee had seven days to build a home on ABC's Extreme Makeover: Home Edition
Posted 01 Jul 2005 [July 2005 Issue]
FrontRange links Holocaust survivors and their families with relatives and events from the past.
Posted 01 Jul 2005 [July 2005 Issue]
SAP is still gaining market share in North America, say one analyst, who nonetheless thinks 'everything at Oracle is going according to plan.'
Posted 30 Jun 2005
The demand for offshoring over the next three years may grow by as much as 30 percent, according to a new study.
Posted 29 Jun 2005
Aspect Communications launches Uniphi Suite 6.1; Siebel and IBM reach an agreement; Aprimo has a new CFO; and more.
Posted 28 Jun 2005
Greg Maffei is known for M&A deals; his hiring signals a company awareness of business execution needs.
Posted 24 Jun 2005
The company is gaining Silicon Valley expertise as it navigates North America and battles Oracle and Siebel.
Posted 23 Jun 2005
The Collaborative Technologies Conference provides best practices and words of caution for mobile workforces.
Posted 22 Jun 2005
Salesforce.com announces an addition to its Summer '05 release; Conversagent and InstantService partner; and more.
Posted 21 Jun 2005
Adding account control may lower the outsourcer's customer acquisition costs.
Posted 17 Jun 2005
The upsurge in cyber crime is leading many managers to adopt more best-of-breed security solutions.
Posted 16 Jun 2005
Posted 16 Jun 2005 [July 2005 Issue]
A new, core marketing functionality feature could help the company compete in the SMB space.
Posted 15 Jun 2005
Japan reels in its first phisher; Peregrine Systems optimizes Optimal IT; Pfizer decides to align behind Alliance Data; and more.
Posted 14 Jun 2005
Omniture delivers version 12 of SiteCatalyst; Amdocs and Microsoft sign a letter of intent to deliver converged IP-based services; and more.
Posted 10 Jun 2005
Publicly owned banks need to weigh short-term financial results against long-term customer loyalty.
Posted 09 Jun 2005
New revenue opportunities exist for vendors, but to be successful they must take into consideration the variety of markets to which they are selling.
Posted 08 Jun 2005
NICE completes its Dictaphone acquisition; Nortel announces its first-quarter results; Pivotal hits the books in Canada; and more.
Posted 06 Jun 2005
Computer and software providers' email responsiveness and respect for personal data rate low on a new survey.
Posted 06 Jun 2005
Marketers can update their messages in real time across various touch points.
Posted 03 Jun 2005
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
"It's a certain kind of person who can work on their own without a lot of interaction, communicate by email, and gather information on their own."
Posted 01 Jun 2005 [June 2005 Issue]
Posted 01 Jun 2005 [June 2005 Issue]
The University of South Florida supports an 800 percent IT increase by turning to RightNow.
Posted 01 Jun 2005 [June 2005 Issue]
Genesys releases two new products; FirstLogic names new director of EMEA; and more.
Posted 31 May 2005
The computer giant announces two new services to provide help and awareness for software-as-a-service providers.
Posted 27 May 2005
Large companies have noticed the relative low cost, ease-of-use, and quick implementation.
Posted 26 May 2005
Changing consumer buying trends hamper traditional sales approaches--team sales will play a larger role in the future.
Posted 24 May 2005
KANA releases an updated version of KANA Response; Business Objects provides BI for DoD; and more.
Posted 23 May 2005
SAPPHIRE '05: SAP releases the latest version of its CRM suite, but analysts cite the company's 'failure' to deliver a hosted application.
Posted 19 May 2005
Executives need to identify what they want to change, then compare their methods to industry needs.
Posted 18 May 2005
Enterprises will be the driving force behind the market.
Posted 17 May 2005
Siemens releases Version 6.5 of its contact center application; iKnowtion and Poindexter team up; a jeweler credits Alliance; and more.
Posted 16 May 2005
The companies will create an enterprise data platform allowing users to collect master data for streamlined business processes.
Posted 12 May 2005
The market remains fragmented, so leading vendors must drive home the value of offerings to command market share.
Posted 11 May 2005
Financial institutions must act as better consumer advocates by improving customer education and encouraging financial discipline.
Posted 09 May 2005
KANA releases Agent Desktop Search; Business Objects announces new analytic solutions, SBC selects Amdocs; and more.
Posted 09 May 2005
Consumer trends will drive marketers to online channels in 2005.
Posted 05 May 2005
Organic growth and pursuing opportunities within their own countries are key to driving success for Technology Fast 500 companies.
Posted 04 May 2005
Epiphany, Avaya, and DataFlux release new products; Progress Software plans to acquire EasyAsk; and more.
Posted 02 May 2005
Growth opportunities are being fueled, in part, by the outsourcing of IT and business processes, according to IDC.
Posted 02 May 2005
The mortgage lender is improving employee management and customer databases to turn percentages into a huge ROI.
Posted 02 May 2005 [May 2005 Issue]
The provider of America's familiar cookies uses QuickBase to oversee order, shipment, and inventory management.
Posted 02 May 2005 [May 2005 Issue]
Many companies only have an inkling of what Nordstrom really is, yet they all say they want to be the Nordstrom of their industry.
Posted 02 May 2005 [May 2005 Issue]
Recent debuts of real-time enterprise tools by Microsoft and AOL could help jump-start presence management in the contact center.
Posted 02 May 2005 [May 2005 Issue]
RightNow reports strong earnings; Convergys's operating income drops; and more.
Posted 29 Apr 2005
The company is launching into the enterprise and business analytics space, but vows not to leave SMBs behind.
Posted 27 Apr 2005
Edmonton Airport Authority uses Avaya; Best Software exec resigns; and more.
Posted 25 Apr 2005
SAP reports strong first-quarter earnings; Epiphany suffers losses; and more.
Posted 22 Apr 2005
A semiannual report shows airline service improving, but travelers want more live agents.
Posted 21 Apr 2005
SAP looks for HR BPO providers to turn to its ERP platform; partners will continue to build out service delivery platforms based on HR BPO value propositions.
Posted 20 Apr 2005
Dendrite buys FirstLogic's data quality solutions; Proposal Software has a new director; MySQL and Business Objects partner; and more.
Posted 18 Apr 2005
SugarCRM takes on Siebel Systems and Salesforce.com with a cost-conscious, hosted suite.
Posted 15 Apr 2005
Successful companies make the application fit the strategy as a best practice, and stay aware of organizational change management needs.
Posted 14 Apr 2005
First Mutual Bank deploys FaxCore; ChoiceStream appoints a new executive vice president; SAS enhances its BI platform; and more.
Posted 11 Apr 2005
Gold's Gym gets stronger customer service using Avaya; WebSideStory and Flak eSolutions enter into a partnership, Pivotal loses CEO; and more.
Posted 06 Apr 2005
The contact center services in EMEA show promise, but need more visibility.
Posted 06 Apr 2005
Telsource is using Salesnet to manage its sales cycle; Brussels Airlines glides on with Salesforce.com; Witness Systems announces a workforce optimization solution; and more.
Posted 05 Apr 2005
Nissan North America selects Hyperion; Global Knowledge and Oracle announce partnership; and more.
Posted 04 Apr 2005
"You want to be [brave] enough to want to be creative, try new things, while still growing revenue."
Posted 01 Apr 2005 [April 2005 Issue]
Consumers aren't necessarily supportive of all that vendors are trying to do to provide customers with cost-effective support.
Posted 01 Apr 2005 [April 2005 Issue]
Verizon ammends MCI terms; Google acquires Urchin Software; Siebel releases CRM OnDemand 7.0.
Posted 30 Mar 2005
The multichannel CRM solutions provider capitalizes on strong history and subject matter expertise to delve into the customer interaction management space.
Posted 30 Mar 2005
PUMA North America making the shoe fit with SPSS; Oracle acquires Oblix; Vuepoint launches Learning System 5.0; and more.
Posted 29 Mar 2005
Siebel Systems selects Macrovision; Acxiom to acquire Digital Impact; SHIFT Communications launches SHIFT LeadSensor; and more.
Posted 28 Mar 2005
The retooled product hits a market that is now ready for it, with both enterprise and midmarket price points considered.
Posted 23 Mar 2005
Trover chooses Nuasis; Xdrive implements eGain; Opus Group has a new vice president of development; and more.
Posted 23 Mar 2005
Oracle acquires Retek; Del Monte Foods to implement Cognos; Steve Roop joins Vontu's executive team; and more.
Posted 22 Mar 2005
Time Warner Cable implements Conversagent; merged Kanisa and ServiceWare Technologies change name; Onyx appoints new CFO; and more.
Posted 21 Mar 2005
SAP links up; Nextance appoints a new vice president of professional services; Apropos Technology announces a new product/services bundle; and more.
Posted 16 Mar 2005
The City of Indianapolis turns to citizen relationship management; i360technologies to purchase Cantilever Technologies; Aspect Communications releases eWorkforce Management 6.3; and more.
Posted 15 Mar 2005
The on-demand CRM software provider and the sales process pioneer will deliver a solution to strengthen CRM effectiveness.
Posted 14 Mar 2005
Solucient implements Supportforce; Coremetrics moves to London; Amdocs to consult CSPs; and more.
Posted 14 Mar 2005
Blue Cross and Blue Shield of Kansas City select Business Objects; TechTeam Global to outfit hotels; Salesforce.com announces improvements in functionality and customization; and more.
Posted 09 Mar 2005
American Greetings Interactive upgrades; Connextions appoints new vice a president of contact centers; Coremetrics launches LIVEmark; and more.
Posted 08 Mar 2005
Alaska Airlines flies high with Siebel; FrontRange Solutions releases fourth-quarter results; Parature and Salesnet appoint new sales executives; and more.
Posted 07 Mar 2005
The business link forged by the United States and Ireland in the 1990s acts as a model for the benefits and successes of future call center outsourcing to real global hot spots.
Posted 07 Mar 2005
The United Way of fundraising; META Group says that Oracle's loss is Siebel's gain; ATG announces ATG On-Demand; and more.
Posted 02 Mar 2005
OmniAmerican Credit Union selects Open Solutions; IBM launches Business Partner initiatives; the latest version of SAS Enterprise ETL Server is released; and more.
Posted 01 Mar 2005
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Posted 01 Mar 2005 [March 2005 Issue]
They demand a different set of criteria to sell to than the general public.
Posted 01 Mar 2005 [March 2005 Issue]
Best-of-breed applications are feeling more pressure from full-suite solutions.
Posted 01 Mar 2005 [March 2005 Issue]
Improving the company's touch points and data collection capabilities enhances marketing, sales, and service efforts.
Posted 01 Mar 2005 [March 2005 Issue]
ResponseTek announces the release of its customer feedback solution designed to increase customer loyalty.
Posted 28 Feb 2005
USF chooses RightNow; SAP and Retek sign a merger agreement; SalesCenter releases SalesCenter 3-D; and more.
Posted 28 Feb 2005
Caser Seguros keeps contact centers humming; Unisys and GenuOne to battle healthcare threats; FrontRange turns up the heat; and more.
Posted 23 Feb 2005
Kaidara Software provides a clearer image for IDX Systems; Omniture announces membership to the Web Analytics Association; QlikTech selects a new vice president of marketing; and more.
Posted 22 Feb 2005
The Missouri Department of Elementary and Secondary Education gets smart about business solutions; Intervoice and Vocent Solutions crack down on criminal actions; and more.
Posted 16 Feb 2005
RightNow, Tekelec, and Coremetrics announce new customers; Oracle and Unisys announce a partnership; Proficient Systems releases Proficient Express; and more.
Posted 15 Feb 2005
Labatt Breweries is using Cognos; Vanguard Investments selects StayinFront; Mindjet and Salesforce.com introduce information management software; and more.
Posted 14 Feb 2005
New Amdocs 6 product, services, and strategic partnership are targeted for telecommunication providers.
Posted 14 Feb 2005
Bradley Pharmaceuticals selects StayinFront; Kanisa and ServiceWare Technologies complete merger; Hummingbird keeps humming with a new release; and more.
Posted 09 Feb 2005
Unica announces monster customer win; Envision Telephony releases third- and fourth-quarter results; Avaya makes available new service; and more.
Posted 08 Feb 2005
Marin County selects Avaya to govern county relations; Telekom Malaysia and Cisco Systems collaborating on new customer services; and more.
Posted 07 Feb 2005
Well-targeted mail campaigns are increasing in-store traffic.
Posted 07 Feb 2005
Staples is leveraging KANA SRM; Mercury Interactive agrees to a multiyear deal with SAP; Salesforce.com announces Developer Program for Microsoft Office; and more.
Posted 02 Feb 2005
Cincom Systems goes ape over a new customer; SAP purchases DCS Quantum; Autobase announces a new release; and more.
Posted 01 Feb 2005
Axios Systems lands the FAA; VenturCom changes its name to Ardence; Parature releases a new on-demand customer support software; and more.
Posted 31 Jan 2005
The open source developer rebrands its core application to better reflect its ease-of-use.
Posted 31 Jan 2005
Motive empowers Japan's ACCA Networks; SAP announces fourth-quarter results; Channel Intelligence releases Commerce Data Syndication; and more.
Posted 26 Jan 2005
Vcommerce and Omniture announce a partnership; Witness Systems completes its Blue Pumpkin acquisition; TeleTech Holdings and Avaya announce a joint offering; and more.
Posted 25 Jan 2005
Oakwood Homes selects MicroStrategy; EDS Agility Alliance adds three partners; and more.
Posted 24 Jan 2005
Retailers need to change they way they do business to retain consumers.
Posted 24 Jan 2005
Posted 21 Jan 2005 [February 2005 Issue]
The retailer has seen double-digit results through better targeting its email marketing.
Posted 21 Jan 2005 [February 2005 Issue]
Those in support of blogging point to the support it has received from many customer service companies.
Posted 21 Jan 2005 [February 2005 Issue]
Financial institutions are noticeably improving their data management.
Posted 20 Jan 2005
Uncle Sam helps to drive the outsourcing market for smaller companies.
Posted 18 Jan 2005
Phoenix Life selects Vettro's RainMaker; TeleTech Holdings goes multilingual; Blue Martini Software strengthens its relationship with SkillNet Solutions; and more.
Posted 18 Jan 2005
Russia's largest telecom carrier to receive an update; Elix announces a new customer; and more.
Posted 14 Jan 2005
Optimizing relationships with business units, other corporate groups, and customers is key to top firms' supply chain management.
Posted 13 Jan 2005
SBC and Hewlett-Packard team up to improve IT; Antepo and Jive Software announce a partnership to improve instant messaging; SAP and Microsoft announce the availability of Portal Development Kit for Microsoft; and more.
Posted 12 Jan 2005
Amdocs announces an agreement with R.H. Donnelley; TotalView gains a new customer; Pegasystems and Oracle replace senior management; and more.
Posted 05 Jan 2005
Consumers have high expectations of customer service, but aren't willing to pay for it.
Posted 04 Jan 2005
Oracle continues to fire PeopleSoft executives; Open Solutions restructures its board of directors; and more.
Posted 03 Jan 2005
PeopleSoft Founder and CEO David Duffield resigns; Gartner acquires META Group; Oracle takes control of PeopleSoft stock; and more.
Posted 29 Dec 2004
Learning.com adopts Salesforce.com; Pivotal Corporation announces a new sale to Beazer Homes; Aberdeen Group names new vice presidents; and more.
Posted 28 Dec 2004
Sweden's Tele2 selects edocs; IBM and Siebel team up for UMB Financial; Harte-Hanks acquires Postfuture; and more.
Posted 21 Dec 2004
FrontRange reports earnings; Chip Ganassi Racing maintaining high performance with UniPress, Time Warner Greensboro selects VenturCom's BXP software; and more.
Posted 20 Dec 2004
The folks in charge of the marketing, image, and branding typically don't pay much attention to the guys in the call centers.
Posted 20 Dec 2004 [January 2005 Issue]
Specialized Bicycles "adds" to its sales force with a comprehensive dealer portal.
Posted 20 Dec 2004 [January 2005 Issue]
The new 11i.10 release is designed to give companies a more holistic view of customers.
Posted 14 Dec 2004
Paymentech helps Pepsi go cashless; ReleMail certifies email; Selectica to merge with I-many; and more.
Posted 14 Dec 2004
Portugal Telecom Group signs on with edocs; T-Mobile Hungary deploys Amdocs CRM; CMO Council extends memberships into Europe; and more.
Posted 13 Dec 2004
Critical for success is a balanced solution that meets the needs of both an organization and its customers.
Posted 13 Dec 2004 [January 2005 Issue]
Musicland Group employs mystery shopping; Data Sciences chooses Parature; NetSuite forecasts the future; and more.
Posted 09 Dec 2004
The cable provider is using an automated agent to answer customers' inquiries.
Posted 07 Dec 2004
A new HDI survey highlights growing trends within support centers that could help organizations empower their customers.
Posted 06 Dec 2004
Contactual and Salesforce.com announce new customers, FootPrints providing great benefits for UniPress, American Eagle Outfitters chooses ATG to outfit ae.com; and more.
Posted 03 Dec 2004
Verint Systems is providing ULTRA secrets for Delaware Investments; Kalido implements an application suite; Cincom Systems announces the latest version of Synchrony; and more.
Posted 30 Nov 2004
Pragmatech names SPSS veteran Zanghi as CEO; OutStart acquires Participate Systems; Firstlogic teams up with the University of Utah; and more.
Posted 24 Nov 2004
WebTrends and ExactTarget partner; Indus powers up Atmos Energy; Salesforce.com rocks Yamaha; and more.
Posted 23 Nov 2004
Convergys buys Finali; White Pajama puts its name to sleep; BlueRoads and SugarCRM announce new releases; and more.
Posted 19 Nov 2004
Selectica names "bullish" CEO; Dexterra appoints COO; Empirix announces three new executives; and more.
Posted 16 Nov 2004
You have to figure out how much value an individual is going to provide you over time.
Posted 15 Nov 2004 [December 2004 Issue]
CRM drives an Arizona car dealership to rev up its active prospects.
Posted 15 Nov 2004 [December 2004 Issue]
Nuasis announces survey results on offshoring; BlueRoads and Witness Systems release new functionality; Acxiom acquires ChinaLoop; and more.
Posted 12 Nov 2004
Design Within Reach chooses Iphinity Call Center; Convergys signs multiyear contract with Wachovia; 7-Eleven implements Cognos; and more.
Posted 09 Nov 2004
SPL on the verge of being purchased; Siebel announces financial results for its third quarter; Unisys to team up with Linux; and more.
Posted 05 Nov 2004
Marines are gung-ho about Oracle; Convergys signs multiyear contract with Wachovia; Quaero has new clients; and more.
Posted 02 Nov 2004
Hyperion announces new software; Databeacon releases Databeacon Analyst; and more.
Posted 29 Oct 2004
Many CRM providers, including the leading enterprise players, are experiencing strong growth.
Posted 28 Oct 2004
Smiths Medical selects EADS' contact center solution; Nursefinders selects Salesforce.com; and more.
Posted 26 Oct 2004
KANA announces Charles Isaacs as CTO, Genalytics names CEO, Nortel has new CMO, and more.
Posted 19 Oct 2004
Salenet's idea for Customer Success Roadmap is to give companies the ability to acquire, implement, and structure their on-demand CRM on an ongoing basis.
Posted 19 Oct 2004
ATG introduces Adaptive Customer Outreach; Cognos strengthens Deloitte relationship; SAP releases ad management tool tested at WaPo; and more.
Posted 15 Oct 2004
Onyx and Best announce mobile solutions; Pragmatech releases integration tools; Cognos completes its acquisition of Frango; and more.
Posted 13 Oct 2004
BoA implements Apptera's Spanish-language speech application; Colonial Life deploys QlikTech; and more.
Posted 12 Oct 2004
The release offers an automated marketing system that aims to give users access to detailed analytics covering customer Web-site behavior.
Posted 04 Oct 2004
Internet advertising revenues in the United States surged 42.7 percent in the second quarter compared with the same period a year ago; and more.
Posted 01 Oct 2004
BlueRoads has announced that Sana Security deployed BlueRoads 5; San Francisco Giants implement a wireless LAN at SBC Park, and more.
Posted 28 Sep 2004
 
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