destinationCRM.com — CRM Buyer's Guide
840 W California Avenue
Suite 100

Sunnyvale CA 94086

PH: 650-614-8300
FAX: 650-614-8301
Visit their Web site: www.kana.com
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KANA®, A Verint® Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.
Product Description

KANA Enterprise

KANA Enterprise is an end-to-end customer experience management software. It addresses the challenges facing large enterprises today by bringing flexibility to your customer service operation. From the contact center, to the Web, social and mobile channels, KANA makes sure every customer interaction is a good one. The platform includes agent desktop, email management, knowledge management, case management, chat, co-browse, social listening, social analytics, mobile self-service and web self service capabilities.

KANA Express

KANA Express provides multichannel customer service and end-to-end customer experience management for mid-sized companies with an online focus, and helps them get rapid, affordable access to web customer service and contact center technology. This complete suite is proven to enable significant improvements in customer service quality, accuracy and response times. It will enhance the effectiveness and consistency of your service delivery by ensuring that your staff, customers and clients always find the answers they are looking for.

LAGAN Enterprise

LAGAN Enterprise is specifically designed around the challenging data management and integration requirements of larger Public Sector organizations and as such delivers a powerful blend of case management, business process management, knowledge management, real time analytics and social media capabilities in order to support the most comprehensive channel shift initiatives. Proven integrations with a wide range of back-office systems makes the streamlining of services possible across multiple departments. This provides consistent, relevant and timely information to your front and back office teams. These capabilities and integrations are accessible through a variety of channels to both employees and citizens, who can connect how they want, when they want.

Whitepapers, Archived Webcasts and Sponsored Content
  • Customer Stories
    Join the growing list of KANA customers who have achieved double-digit increases in customer satisfaction while reducing calls by 20%. They include hundreds of companies around the world, and about half of the Fortune 100. Read about featured customer stories in: Communications, Financial Services, Healthcare & Insurance, High Tech, Retail, Transportation & Hospitality and Government.
  • Webinars
    Learn from industry thought-leaders and analysts and hear what your peers are saying about: Customer Experience Management (CEM), Agent Desktop, Knowledge Management, Web Self-Service, Lagan and Social Media.
  • White Papers
    Learn how KANA improves customer service in different industries, keeps on top of important trends, and goes in-depth on KANA technology.
  • Blog
    Thought leadership from customer service thought-leaders at KANA including: CEO, Mark Duffell; CTO, Vikas Nehru; CMO, James Norwood; Head of Worldwide Product Strategy, David Moody
  • News
    Keep up with the latest happenings at KANA.
This company is listed in the following categories:
AnalyticsChannel ManagementConsumer Packaged GoodsCustomer Service/Call Centers
EducationEnterprise CRMFinancial Services/BankingGovernment
Marketing AutomationPharmaceuticals/ChemicalsProfessional ServicesRetail
SMB/Mid-market CRMSocial CRMSports/EntertainmentTechnology
Articles Mentioned
Small Customer Service Vendors Can Make Big Contributions
A best-of-breed solution from a small company doesn't have to be such a risky proposition after all.
EPiServer and Ektron Combine to Create Digital Experience Platform in the Cloud
Digital Experience Cloud combines content, commerce, and connectivity to empower organizations' digital transformations.
Buffalo Builds Resident Trust with CRM
Kana Software's Lagan Enterprise system revitalizes city services.
Kana Enterprise Platform Revamp Is All About Engaging the Customer
Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context. (Featured on SmartCustomerService.com.)
Kana Connect 2014: Connecting the Dots Between Customer and Employee Journeys
Speakers highlight the problem of service gaps between channels. (Featured on SmartCustomerService.com.)
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics
The joint Verint-Kana cloud-based solution enhances customer engagement insight.
The 2014 CRM Service Leaders
Should You Offer Social Customer Support?
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
Kana Releases Latest Version of Lagan Enterprise for Government
The new version of Lagan Enterprise simplifies management of social media and online self-service.
Verint to Acquire Kana Software for $514M
The deal expands Verint's cross-selling opportunities within the customer service market.
Three Tips for Making the Most of Postholiday Returns
Simple steps to use postholiday returns as a customer service opportunity.
Kana Releases New Version of Its Enterprise Solution
The new release of Kana Enterprise unifies multinational, multilingual customer service across channels.
Overcome Multichannel Customer Service Challenges
Effective strategies start with talking to customers.
1-800-Flowers.com CEO Jim McCann Talks Customer Engagement
At this year's Kana Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Kana Releases Citizen First Web Self-Service Platform for Government
The app lets people access government services desktops, smartphones, tablets, and social networks
Kana Makes Its Government Apps Mobile
Lagan Employee Mobile puts customer service in the hands of government employees in the field.
KANA Releases Updates to KANA Express
New features include an enhanced user interface, advanced analytics, and international language support.
KANA Announces Latest Email Response Management Release
The contact center solution incorporates text analytics.
Toronto's Nerve Center Provides Easy Access
Canada's largest city improves customer service with Toronto 311.
KANA Software Goes After "Transformational" Enterprise Deployments
KANA Enterprise tailored for omnichannel customer experience.
Use Data to Get Closer to Your Customers…or Risk Losing Them
To really know your customers, take a high-definition view.
Bally Pumps Up Its Image
A twice-bankrupt fitness giant revamps its service efforts.
Which CMO Are You?
Find the best practice that works for you.
Kana Introduces Lagan Express CRM for the Government Mid-Market
Integrated platform ensures consistent customer service across channels.
KANA Software Launches KANA Express
Cloud customer service solution designed for burgeoning midmarket segment.
The 2012 CRM Market Leaders
KANA Software Acquires Ciboodle
The deal brings together two customer service solution providers.
Discover Is a Contact Center Superstar
The credit card company collects three Contact Center Excellence Awards from IQPC.
Kana Acquires Cloud Customer Service Company Trinicom
The deal gives Kana a comprehensive set of customer service solutions, from the midmarket to the enterprise.
KANA Introduces Enterprise-Class Social CRM
KANA enables enterprises to listen to conversations, derive insights, and engage with customers.
CRM Idol Will Soon Have Its First Winners
Contestants say they've already won by receiving added exposure.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
CRM's Hearty Appetite
Mergers and acquisitions ramp up at the start of the new year as vendors expand roadmaps and look for ways to fulfill promises.
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
Re:Tooling — Email Management: You've Got Mail
Despite fits and starts, many still believe email management solutions can deliver on their promise.
Accel-KKR Purchases Kana
A private equity firm's acquisition moves the customer experience management player out of the public sphere.
5 Tech Tips for Better Service
Harness technology to improve the customer experience.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Boost Customer Satisfaction, Now
Three tips for winning customers despite tough economic times.
Get Smarter with Knowledge Management
CRM + KM = smart CRM.
Kana Looks to Cut Down the Silos of Customer Service
One pundit forecasts the company's service management solution is the first of many we can expect to come down the pike.
Dialing into Knowledge
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
Tying Together Social Service and CRM
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
Self-Service Goes Mainstream
Make sure your self-service is providing the right service.
Tech Solution: Knowledge Management Tools
Business Problem: Failure to easily locate answers to customer inquiries.
Companies Catch the Customer Experience Wave
New research from Forrester unveils the top vendors for companies yearning to achieve experience-based differentiation.
The Second Coming of Email
What was once hit-or-miss customer service is becoming more reliable.
Advanced Marketing Analytics: The Next Big Thing
The marketplace is demanding a new type of analytic platform.
Talisma Offers Customer Service Before Customers Need Any
The nGenera company's latest release looks to proactively avoid potentially poor experiences.
Are Support Systems Way Off-Base?
Web 2.0 technology leaves many companies' knowledge base systems in the dust.
Tech Solution: Email Management Tools
Business Problem: Subpar email response forces unhappy customers to live agents.
Customer Service for the Web 2.0 World
Helpstream's new Summer 2008 release looks to move beyond traditional knowledge management; one pundit believes the company "has done it better than anyone."
Companies Still Miss the Mark on the Complete Customer Experience
A new study maintains that while many companies claim they're crafting quality customer service, most still fail to deliver.
Talisma Acquired by nGenera
The relative newcomer -- a provider of "business-innovation platforms" -- looks to add Talisma's customer-interaction software to its rapidly expanding platform.
Microsoft Goes Automated With its Service Agent
The release marks another contact center-specific offering available now from the software giant, and underscores a future move to make inroads with large-scale, more complex contact centers.
The 2008 CRM Service Awards: Web Self-Service
While the technology to establish Web self-service is readily available, maximizing the benefits remains a challenge; RightNow Technologies wins by a healthy margin.
The 2008 CRM Service Awards: Web Interaction Management
A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.
Most Web Visitors Can't Get the Help They Need
A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs.
Want Customer Loyalty? Improve Customer Experience First.
Recent reports from Forrester find an increasing emphasis on customer experience -- and a payoff in terms of customer retention.
UC Gets Green, IBM Gets Sci-Fi -- and Al Gore Materializes
VoiceCon 2008: Unified communications starts to expand its footprint -- by helping companies reduce their carbon footprint; IBM unveils a billion-dollar commitment to UC.
Kana and IBM Team Up for New Customer Experience Solutions
Expanding an existing partnership, the companies are expecting services-oriented architecture to help foster "seamless" customer-service integration.
In Search Of...
New technologies make searching for internal documents as easy as surfing the Web. What's that got to do with CRM?
Social Networking Continues to Permeate Customer Service Solutions
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
A Sly Partnership for ClickFox and Talisma
A new integration between Talisma Corp. and ClickFox will bring analytics to bear on the customer experience.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
Forrester Evaluates Top Email Vendors
Email continues to play a strong role in marketing campaigns, but improvements are still in high demand.
It's All Coming 2.0gether
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
Looking at Knowledge
A brave new way.
Wise Guide
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
KANA: On the (e)Verge of an Acquisition
The e-service player enters into a definitive agreement to grab management consultancy and systems integrator eVergance Partners; KANA will operate eVergance as a wholly owned subsidiary.
Yackety Clack
Text chat is no longer exclusively for the tech-adept, buddy-list teen set--it's picking up steam as an enterprise touch point to facilitate multichannel strategies for service and sales efforts.
Gaining Altitude
JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch.
THE 2007 Service Leaders, Part 1
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.
InQuira Gets Serious About Web 2.0
With the release of InQuira 8, the e-service vendor sets its sights on supporting Web 2.0, a move that one analyst predicts will spark a "dramatic year for this company."
A Dot KANA Solution
KANA releases KANA OnDemand, a fully integrated SaaS customer service suite, to lower its software's implementation costs and increase its company's midmarket share.
The Informed Agent
Help drive customer loyalty with sophisticated knowledge retrieval methods.
Tech Solution: Email Management Tools
Business Problem: Poor email response times lead to increased numbers of phone calls to the contact center.
Nine New Treats From eGain
The vendor makes available its newest upgrade to its Service suite, which features nine new applications catering to self-service, assisted service, and process automation.
KANAecting the Dots
The company has made generally available new features and enhancements to its multichannel product suite; the functionality focuses on deeper integration and beefed up content authoring and search functionality.
Knova Software Gets Personal
Knova 7 is part of the company's efforts to move from its traditional SRM space into the broader area of managing the customer experience.
ATG Will Acquire eStara
The company will beef up its on-demand initiatives through the acquisition with capabilities that are particularly attractive to retailers.
ATG Seasons Its E-Commerce and Service Functionality
The bulk of the enhancements focuses on personalized responses, speedier resolution, and strengthened revenue generation capabilities.
Kana Comes Home
Perhaps Michael Fields's most intriguing decision was to bring outsourced engineers back in-house.
KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
A Slow Q1 for Customer Service Software
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Net-Net: RightNow Buys Salesnet
The customer experience management force gains SFA expertise, a workflow engine, and customers; an integrated solution should be ready by summer's end.
Tech Solution: Web Self-Service
Business Problem: The contact center is overwhelmed with basic, repetitive inquiries.
The 2006 Service Leader Awards, Part 2
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.
The Risk of Investment
Identifying and minimizing risks needs to be part of the ROI equation.
Talisma Goes After SMBs
The move allows the company to compete with RightNow Technologies, and may underscore Talisma's continued leadership in the Web self-service space.
Incubator Helps Startups Sample SaaS
OpSource's new program lets smaller companies test the hosting waters at no cost for six months and with no additional support staff.
November 18, 2005
Salesforce reports a record third quarter; RightNow offers Siebel users an alternative; and more.
Banking on Big Green
Financial services firms have retargeted their investments in customer-facing processes and are reaping the rewards.
October 25, 2005
Telemarketing firms settle consumer charges; RightNow announces financial results; Parature releases version 6 of its flagship product; and more.
October 4, 2005
Deltek acquires Wind2Software; KnoahSoft releases KnoahsARK; and more.
September 27, 2005
Concerto and Aspect seal the deal; SAP teams with IBM and Siemens for new analytics tools; and more.
Email Response Times Lag Still
Companies are undervaluing the channel as more customers seek support.
Siebel Continues to Lead Enterprise Deployment
The company is losing some ground, however, to SAP and Oracle, which show slight gains as their license sales have grown.
RightNow and KANA Court Customers
RightNow unveils an upgrade to its CRM suite and delivers two call center solutions, while KANA vies for the midmarket.
August 9, 2005
Responsys releases Interact 5 and creates a marketing forum; Nortel increases revenues by 10 percent; and more.
August 2, 2005
Broadbeam and Cingular team up to offer SFA services; Aspect announces version 7.1 of Customer Self-Service; and more.
Do It Yourself
Self-service done right--in the right enterprise--can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions
July 26, 2005
Dictaphone introduces a new medical speech recognition solution; Five9 opens Centers of Excellence; Parature hires a new CFO; and more.
Knova Knows Knowledge
A guide to knowledge-enabled CRM applications puts the company's solutions on top.
July 15, 2005
FrontRange announces positive first quarter results; Entellium enhances its flagship product; Business Objects names a new CIO; and more.
Big Blue and Siebel Bolster Their SOA
IBM announces a services-oriented architecture initiative geared toward business partners, ISVs, and SIs; Siebel and IBM extend their partnership to offer a developer kit.
A Voice Self-Service Surge
RightNow Technologies announces products that outfit the company with both Web and voice self-service capabilities.
May 23, 2005
KANA releases an updated version of KANA Response; Business Objects provides BI for DoD; and more.
SAP Goes Vertical
SAPPHIRE '05: SAP releases the latest version of its CRM suite, but analysts cite the company's 'failure' to deliver a hosted application.
ABG Scores Web Self-Service Vendors
RightNow Technologies and Knova Software play alone in the leaders category, while others fill the Top 10.
May 9, 2005
KANA releases Agent Desktop Search; Business Objects announces new analytic solutions, SBC selects Amdocs; and more.
CRM Is a Journey, Not a Destination
We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.
E-Service Providers Ride the Forrester Wave
Leaders include eGain, iPhrase, KANA, and KnowledgeBase, with RightNow and ServiceWare designated as strong performers.
Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
The 2005 Service Elite Awards
Our Service Elite awards, chosen by the editors, are presented to the customer care operations that have delivered impressive results by achieving satisfaction and customer return on investment that set the standard for the rest of the industry. We recognize Elite customer care implementations in the fields of knowledge-base tools, agent-facing desktop applications, quality monitoring, workforce management, speech solutions, and contact-center outsourcing services.
The 2005 CRM Service Leaders--Part I
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
KANA Relaunches Its Email Management Solution
The retooled product hits a market that is now ready for it, with both enterprise and midmarket price points considered.
February 2, 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.
Our Favorite Year: CRM Projects to Drive Revenues in 2005
Most companies will invest in CRM to spur revenue or customer loyalty, not as a way to cut costs.
Positive Reception on Every Channel
The low-cost channel isn't always the right channel for customer service.
January 11, 2005
Nextance hires KANA board member as CFO; SAP announces strong U.S. license growth; ResponseTek signs large Canadian credit union; and more.
ServiceWare and Kanisa to Merge
The new company will take on a rapidly consolidating market for self-service and help-desk applications.
Service Isn't Just About Being Nice, It's About Resolving Issues
KANA launches a new application designed to help contact center agents resolve customer concerns more quickly and accurately.
Statistically Speaking
Twenty-one percent of North American companies and 33 percent of European companies are planning new CRM investments by the end of December 2004. --Forrester Research and Forrester Business Technographics
Wires: News and Technology for November 5, 2004
SPL on the verge of being purchased; Siebel announces financial results for its third quarter; Unisys to team up with Linux; and more.
Hot Seat: Should CRM Focus on Maximizing Top Customers or Boosting the Profitability of Others?
Some loyal customers may be only marginally valuable today, but enormously valuable tomorrow.
CRM Companies Have a Strong Presence in Deloitte's Fast 500
Communications and analytics specialists lead the way in a solid showing of rapidly growing CRM firms.
Transitions: Executive Changes for October 19, 2004
KANA announces Charles Isaacs as CTO, Genalytics names CEO, Nortel has new CMO, and more.
Global Knowledge Must Be Multilingual
Customers were happy to move away from the telephone to a Web-based model.
Achieving Customer Service Success Through Service Resolution Management
There are three steps of customer service transactions--routing, case tracking, and service resolution.
Siebel Leads Enterprise CRM Rankings
Siebel takes the top honor as the CRM Leader, with other eight firms clustered in the Challenger segment.
Talisma Broadens Its Reach in the Contact Center Market
The biggest news is the acquisition of eAssist.
The 2004 Market Leaders (Part 2)
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
RightNow's IPO Marks the Firm's Passage Into Maturity
RightNow has always been very user-focused, making product decisions based on what existing customers want. As it begins to target larger deals in new verticals, there will be more market-driven development.
ATG Acquires Primus in an All-Stock Deal
ATG touts the benefits of bringing together the offerings of both companies, but cost savings are clearly a concern for both firms.
Reducing CRM's Total Cost of Ownership
Organizations can increase the value of their CRM initiatives, while keeping costs low, by focusing on increasing the value of CRM for those who use it.
Heard and Overheard
"When CRM strategy is led from an ERP perspective, customers get treated like widgets, at best."
Web Collaboration Creates a Satisfying Customer Experience
Superior service on the Web is about helping customers resolve their service issues immediately.
Market Watch: Making Sense of Workforce Optimization
At its core, workforce optimization prepares a staff to manage the ebb and flow of daily call volumes into a call center.
The Demand for Hosted Service Offerings Is on the Rise
KANA customers will be able to integrate Response Live with a larger suite of service management products.
New Product Spotlight: May 12, 2004
Pilot Software has made available its PilotWorks 2004 Spring; KnowledgeBase Solutions announced the availability of KnowledgeBase.net v4.0, and more.
Market Watch: Improving Self-Service Results With Search Capabilities
Search capability in self-service are powerful, but companies need to monitor its effectiveness.
CEOs Are Focused on Core Markets
Despite record-low interest rates, more than one quarter of CEOs listed "limited access to capital" as a threat to technology growth.
New Product Spotlight: April 21, 2004
Astute Solutions announced a partnership with BenchmarkPortal; NetIQ Corporation launched WebTrends 7; and more.
New Product Roundup: March 3, 2004
Dictaphone introduced the ContactPoint Trainer module; DemandTec launched DemandTec 4; KANA released KANA Response Live, a module for Web collaboration, online chat, and cobrowsing; and more.
The 2004 Service Leaders--Part I
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
The 2004 Service Leaders--Part II
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
The 2004 Service Elite
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
New & Noteworthy
The Week in Review: February 20, 2004
Verity announced that it has entered into a definitive agreement to acquire the intellectual property, certain customer agreements, and other strategic assets of NativeMinds; ACCPAC International announced the availability of more than 50 add-on applications; Tellabs selected Salesnet's CRM solution; and more.
The Week in Review: February 13, 2004
PeopleSoft announced this week that the antitrust staff at the Department of Justice (DOJ) has recommended that the Department file suit to block Oracle's proposed acquisition of PeopleSoft; KANA announced it has completed its acquisition of Hipbone; and Epicor Software announced that the NFL's Washington Redskins selected Epicor's midmarket hospitality enterprise solution.
Hot Seat: Self-Help Alters the Service Landscape
As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not?
New Product Spotlight: January 14, 2004
DreamFactory's new SBuilder helps Salesforce.com customers integrate services; Sales Performance International releases new sales development products; Stronghold Technologies introduces its Call Management Services; and more.
KANA to Acquire Hipbone
The addition of Hipbone's online assisted service channel to the KANA iCARE suite combines Web-collaboration capabilities in assisting consumers with KANA's knowledge-powered approach to managing customer relationships.
The Hard Sell
Even with commitment-shy executives and change-fearing employees, it is possible to sell CRM into your enterprise successfully.
Email Management: Be Local, Act Global
It positions KANA customers to capitalize on the growing BPO trend, enabling companies to benefit from low-cost labor available in offshore regions like India and the Philippines. Email responses can be conducted offshore and managed in the United States, using KANA IQ to look for customer-specific information.
Vendors Focus on Marketing
According to the latest report from META Group covering enterprise marketing portfolio management, enterprises are expected to focus more on the marketing component of CRM and to begin consolidating stovepiped marketing functions into marketing technology portfolios.
Effective Direct Marketing
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
Onyx Offers To Acquire Pivotal
If approved, the deal would yield a combined entity with 2,600 customers and combined annual revenue of $110 million, besting other pure-play CRM vendors in size such as E.piphany, Chordiant, and KANA.
Earnings Roundup
Chordiant met its guidance for the third quarter ended September 30; was able to cut its net loss substantially this quarter; and Sento Corporation was also able to increase revenues and cut losses in its most recent quarter.
Improving Customer Service Across Industries
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
News in Brief
Top Execs + CRM = Success
CRM is about changing the mindset of your employees to focus on customers. Companies can only do this if customer-centricity begins and is embraced at the C level.
New Product Spotlight: September 24, 2003
SAP AG has released its newest version of mySAP CRM; Art Technology Group has released the latest version of its self-service solution, ATG 6.1; and ChannelWave and Novell are partnering with the intent to provide CRM systems that are faster and easier to deploy, configure, manage, and extend securely across multiple sales channels.
The Week in Review: September 19, 2003
To compete North American and Western European IT services vendors must shift their domestic resource mix to meet three criteria; Dendrite International announced this week that it has established a fully dedicated pharmaceutical CRM-effectiveness business unit; and Concerto Software announced the appointment of Peter Nicol as vice president of the company's European and African operations.
The 2003 Market Leaders (Part 1)
CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. The results are based on a combination of weighted criteria, including revenue and revenue growth (last four completed quarters, ended March 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Love The One You're With
Industry estimates show that 3.5 to 4 percent of all wireless subscribers switch carriers each month, a significantly higher number than found in similar industries like Internet or cable services.
New & Noteworthy
News in Brief
Earnings Round Up
Siebel Systems reported its sales and earnings for the quarter ended June 30, 2003. Revenues for the second quarter of 2003 were $333.3 million; Chordiant reported revenues for the second quarter of 2003 ended June 30 of $17.1 million; Ascential Software saw some positive numbers for the second quarter ended June 30: revenue was $39.9 million.
New Product Spotlight
Chordiant Software has announced the immediate availability of Chordiant Enterprise Contact Center; IPhrase Technologies has released One Step 4.5; and NetLedger this week introduced Marketing ROI Manager, a new capability that allows businesses to track marketing campaigns from lead generation through to customer billing.
KANA Automates Customer Response
Using natural language capabilities, the Banter Server, which will be preintegrated with KANA Response, can understand the intent of customers' emails and provide a suggested response for agents.
The Week in Review: July 11, 2003
No other company will compete with Oracle to acquire PeopleSoft, according to research firm Gartner; Demand for chief customer officers has surged 240 percent from January to June 2003; Epicor announced this week that it has completed its acquisition of ROI Systems.
Driving Sales
Saab Cars USA rolled out its enterprisewide CRM solution and strategy, dubbed TouchPoint, beginning in January 2002. Saab is using TouchPoint to improve customer service efforts, as well as to support customers and dealers. The initiative focuses on the customer interaction center, marketing, lead management, and data quality.
Seeing Green
A major way Taylor Made-Adidas Golf stays close to its customers is through email help.
New Product Spotlight
Amdocs's Release 12 includes the Java-based Customer Interaction Manager; Oracle released updates to its Oracle Service CRM solution,saying the software includes better email integration between Oracle eMail Center and Oracle TeleService; KANA has announced the availability of KANA Service 8 software, its application for multichannel contact center management; and more.
Declaration of Customer Service
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.
The Week in Review: May 16
NetLedger to bring its hosted business management application, NetSuite, to Australia; KANA announced the results of two recent examinations of the state of online customer service; Oracle announced that software industry analyst Charles Phillips will leave Morgan Stanley to join Oracle.
And the Winner is... Salesforce.com
Salesforce.com grabbed the Codie for Best Software Service, and for the second year in a row the ASP was named Best Customer Relationship Management Program.
Week in Review: May 2
This week in CRM news: NetLedger gets vertical, Onyx expands financial services CRM, RightNow has great quarter, and more.
Fast ROI
The changing face of CRM in financial institutions.
Siebel's Sales, Earning Drop
Siebel Systems posted an earnings drop of 92 percent and a revenue skid of more than 30 percent for the first quarter ended March 31. However, the dismal numbers were in line with what analysts and the company expected for the period.
Siebel's New Challenger
Based on the Gartner eService Suite Magic Quadrant, a methodology that measures both a company's completeness of vision and its ability to execute that vision, Siebel remains the lone leader in the this arena, while RightNow has emerged as the lone challenger.
Week in Review: 4/11
A roundup of this week's CRM news
CRM: The Suite Spot
Over the next two years companies will shift away from smaller tactical CRM implementations to larger suite implementations, market research firm Meta Group claims in a recently released study.
The Week in Review--4/4/03
Allied Business Intelligence projects the speech recognition market to increase to $897.8 million in 2003, up from $677 million in 2002; Oaktree Systems announced today it has hired a new CEO, Chris Lynde.
CRM by Any Other Name
Is it Time to Defect?
Switching CRM vendors is a tough, but often wise, decision.
Support Gets a Face-Lift
Contact Center Best Practices
Avoiding the Attack of the 50-Foot Customer
Kana Readies for Big Push
Takes aim at healthcare, with partner Aspect; integrates content creation tools from Ephox; saving face in a storm, says analyst
E.piphany's Big Buddy
CRM suite vendor joins forces with IBM Global Services
Jabber, Virtual Personalities Link Up
IM technology joins automated response system for new-age customer service; chatting with a computer
Contact Center Convergence
Kana study shows increased Web self-service activity, but telephone calls still rule the roost
E.piphany, Genesys Join Forces
Integrate offerings to deliver real-time analytics and intelligent routing; arms contact center agents with latest customer info
Siebel Taps Overseas Wireless Market
Japan's NTT DoCoMo Kansai, Italy's TIM employ CRM software to manage burgeoning user base and decrease churn
Kana Rides eCRM Telco Boom
Churn is the ugly word among telecommunications companies that means customer turnover. But CRM vendor Kana Software claims its e-service applications free up customer service representatives to take care of pesky customers, and thus reduce churn.
Bertelsmann Turns to Kana
Adding to its list of nearly 1,300 customers, Kana Software Inc. signed on German direct marketing-service company Bertelsmann Marketing Service to deploy Kana's Response software for email management throughout 13 call centers worldwide helping over 11,000 agents.
AMR: State of the CRM Union
To this end, AMR released a report entitled, 'It Was the Best of Quarters, It Was the Worst of Quarters,' detailing CRM vendors' rocky financial performance in Q1 this year. On the upside, CRM vendors did a noble job of pulling out decent numbers in what is arguably the slowest-selling quarter of the year, according to AMR.
Time to Cut the Cord?
Common sense says so, but finding a successful wireless CRM implementation is anything but common.
There are No Shortcuts
Despite some headway, implementing CRM is still a daunting task.
Kana's Case for Happy Customers
eCRM's Personalized Spin
Is There a Doctor in the House?
Kaiser Permanente chooses eCRM provider Kana.
Part V: Self-Service CRM: Where To Go Next?
Self-service CRM can harm as well as help your business.
Chuck Bay
Kana's CEO takes on the CRM big boys.
On Time, On Target
The ability to tailor customer contact and offers in real time is the pinnacle of achievement for personalization. Are the technical hurdles simply too great to overcome?
Enterprise Commerce Management
AMR analyst Lindsey Higgs explains how Enterprise Commerce Management could ease the pain of front- to back-office integration
Special Section: Personalization vs. Privacy
Privacy issues won't disappear, but your company can benefit by treating them as a marketing opportunity.
Kana and Broadbase Merge
Mark Barrenechea
The head of Oracle's CRM division shoots for the top.
Can You Collaborate?
Partner Relationship Management is not just about vendors feeding information to channel partners over an extranet. Increasingly, the goal is to bring strategic partners, channel partners and the inside sales force together in a collaborative environment to serve the customer better.
CarsDirect.com CRM Solution Stalls Out
Dot com sues KPMG for Silknet recommendation.
Enhancing Customer Service at the IRS
A bulletin board of CRM implementations.
Asking e-Customers the Right Questions
Kana Advisor 6 applies business rules to online sales by letting vendors ask consumers what they really want.
Bad Karma, Good Karma
When CRM is good, it's very, very good. But when it's bad...
Hot Prospects
The Latest Products and Services
CRM Vendors: The Winners and the Losers
Three industry experts--Michael Maoz of Gartner Group, Chris Selland of Yankee Group and Liz Shahnam of META Group--discuss the year that was and the year to come.
Hot Prospects
The latest products and services
Making Sense of e-Mail Management Software
Demand for e-mail management solutions is being driven by the recognition that companies must embrace e-mail as a mainstream channel as the number of consumers using it increases exponentially.
A bulletin board of CRM implementations
Who's Hot and Who's Not?
Experts reflect on the year that was and prognosticate about the one to come.
Deep Niche Applications vs. the Broad Bundle
Why "niche" applications will continue to play a role in the marketing automation environment.
Partnerships & Alliances, CRM Update
In the know.
Multifaceted Managers
You may have to borrow a few pages from someone else's book to make sure you have the right skills for the new economy.
Brain Food
Five research reports that will help you make more intelligent CRM decisions.
News In Brief
A bulletin board of CRM implementations
Online Self-Help Grows Up
An examination of the new generation of online self-help technology and how companies are using it to increase the bottom line.
News In Brief
CRM news from around the industry
Online Self-Help Evolves
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Cisco Connecting Channels
Cisco works with partners to create a communication system to handle customer interactions from all channels.
I am looking for an outsourcing partner. Should I consider an offshore option?
Two companies share their experiences in choosing ASPs.
News In Brief
Invensys To Acquire Baan; More CRM news from around the industry
Let's Chat
Finali and eConvergent join forces to revive live chat for customer service
Marketing Automation Deconstructed
A look at the variety of marketing automation applications including campaign management, e-mail marketing, personalization engines, collaboration and new product planning.
CRM Consulting or Insulting?
While the larger consultancies have, in recent months, been making moves to change both their structure and traditional approach, in the skills-starved front-office area it is often the client which loses out.
Are You Ready for Holiday 2000?
The 2000 Holiday season will likely be the highest grossing season of Internet retail sales ever. Retailers are learning from past mistakes in planning for customer service, supply chain strategies, and distribution processes.
It's Not the Technology, Stupid
Add human factors to customer management--priority, respect, acknowledgement--to squeeze the most out of your high-tech investments.
The Varieties of Marketing Automation
Marketing automation doesn't just equal promotion automation; it's a whole lot more.
ERP Vendors Embrace CRM
With CRM sitting in the market's sweet spot, ERP vendors struggle to be relevant.
Forget ASPs; BSPs are the New Way of Implementing CRM
BSPs, which represent the new way CRM solutions will be delivered, not only offer hosted solutions, but also provide integration and consulting services.
Customer Service Means More at More.com
More.com, a web-based health and wellness e-tailer, recognizes that great customer service is part of the prescription for success.
Your B2B Solution Might Already Be Under Your Nose
When knowledge management and e-business come together, companies find themselves working smarter online.
eBay Uses e-Mail to Nurture e-Customers
A suite of software from Redwood City, Calif.-based Kana Communications helps eBay process its customer service e-mail. The Kana system sorts incoming e-mail messages into queues based on the subject line and a referral tag determined by what the customer was doing on the site when the e-mail was sent.
The ABCs of Hosting
First there were ASPs, now there are BSPs--moving through the alphabet with CRM.
Master Your Mail
Smart Connections
Leverage customer interactions by using technology most effectively.
Giving Online Customers More
a web-based health and wellness e-tailer recognizes that great customer service is part of the prescription for success.
News in Brief
Can Marketing Be Measured? You Bet!
While marketing automation processes might have been used as budget fillers in the past, new applications that enable companies to measure individual customer-based ROI have the potential to vault marketing departments into the realm of revenue generators.
Inside Look: Going Once, Going Twice, Sold!
Online auctioneer eBay nurtures customer relationships through e-mail.
Marketing Automation ROI: Wishful Thinking?
While marketing automation processes might have been used as budget fillers in the past, new applications that enable companies to measure individual customer-based ROI have the potential to vault marketing departments into the realm of revenue generators.
Siebel Hires New Managers
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