Biographical Information

Emmy Favilla

Articles for Emmy Favilla

Required Reading: Getting the Most From Customer Relationships

Required Reading: Is There a Right Way to Outsource?

Topics this month include outsourcing, sales mentoring, and customer advisory boards.

CRM in Action: Racing to Win Customers

MIS has collected nearly 45,000 names, a majority of which has opted-in to receive additional information from the company.

CRM in Action: Armed and Ready for ROI

The company must respond to the constant evolution of hunting seasons throughout the year--and present the appropriate information to its various customers in respect to the season.

Quick Wins

Transactions: Customer Wins for September 14, 2004

BCE Elix, and the city of Montreal announced the launch of telephone applications that provide Montrealers with an enhanced, 87-ACCES automated telephone-service system, and more.

Wires: News and Technology for September 10, 2004

Verint Systems reported record sales of $60,167,000 for its second fiscal quarter of this year, ended July 31, 2004; and more.

Transactions: Customer Wins for September 7, 2004

Extream Software wins Baltmore utility customer, and more.

Wires: News and Technology for September 3, 2004

INSCI released WebWare ActiveMedia 5.5; Cubistix launched its CRM Front-End 2.0 product; and more.

Required Reading: The Next Step in Opt-in Marketing

The book details the seven steps that can save marketers from missing opportunities to make that essential customer connection.

Transactions: Customer Wins for August 31, 2004

The Regence Group has expanded its Onyx deployment; RightNow Technologies announced that Big Brothers Big Sisters has chosen the RightNow Service to support the nationwide rollout of its new, core Agency Information Management system; and more.

Transitions: Executive Changes for August 24, 2004

Telerx, an outsource provider of customer care services, has named Carolynn Horrell-Chamoun senior vice president of technology solutions, and more.

Wires: News and Products for August 20, 2004

Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.

Transactions: Customer Wins for August 17, 2004

QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.

Wires: News and Products for August 13, 2004

DATALink Systems and Sales Force Management Software announced a partnership to provide productivity software tools to sales managers in Puerto Rico; Interactive Intelligence's business communications software has been certified by VoEx, enabling customers to extend Internet protocol trunking beyond customer premises to the public switched-telephone network; and more.

Freeing IT and Comforting Customers

Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.

Wires: News and Products for August 6, 2004

Dendrite International announced the results of its second quarter; Mercury Interactive Corporation and Siebel Systems have made public a development agreement to design and build test automation interfaces between Siebel 7.7 and Mercury's BTO offerings; Pivotal Veracity, launched the eDelivery Tracker for B2B, a new delivery optimization solution for B2B marketers; and more.

Look Ma, No Paper

iAnywhere's M-Business Anywhere solution has provided McKesson with a new automated system running on Symbol SPT1800's Palm OS.

What's in it for Me?

Methods that will help encourage channel partners to buy in to the benefits of CRM.

CRM in Action: Rhodes Furniture Gets More Response for Its Money

Rhodes can now access such information as items purchased, date of sale, and whether a customer prefers to pay with cash or credit.

CRM in Action: Triangle Brick Builds Sales in a Stagnant Market

Triangle Brick embarked on a mission to double the size of its business within five years.

CRM in Action: Targeted Emails Win Forex a 100 Percent Response Rate

The online currency trading firm was missing the back-end analytics crucial for effective prospecting and campaigning.

Required Reading: Getting Back to Relationship Basics

Today, customers want more than products.

Wires: News and Products for July 30, 2004

eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.

Tailored to Success

The company conducts daily demos for its prospects. Once a client signs up on the Web site, a confirmation email is sent with the date and time of the client's demo, as is a reminder one hour before the scheduled appointment.

The Week in Review: July 23, 2004

Dendrite International has completed its acquisition of Schwarzeck-Verlag GmbH; Harte-Hanks announced that it is providing database marketing services for IBM's EMEA Market Intelligence division; Visible Path Corporation released its Visible Path v1.0 solution; and more.

Wireless Reporting Speeds Access to Sales Data

In 2002 Lincoln Financial Distributors went live with Actuate via the Internet--and it has helped provide consistent sales reporting data for the management team, internal and external sales force, and financial intermediaries.

The Week in Review: July 16, 2004

Maximizer Software announced the successful adoption of Maximizer 8 in its Americas region; Best Buy has entered into an agreement for a seven-year strategic relationship with Accenture; S1 Corporation announced that KBC Bank & Insurance Group is live with S1 Corporate Banking and more.

Offsite Agents Secure Up Front Results

The key benefit to Crossroads is Siebel's remote agent capability.

The Week in Review: July 9, 2004

Blue Pumpkin announced another consecutive quarter of revenue and net earnings growth; ProfitCenter Software unveiled the Version 2.5 Functionality Release of PCS' Profitability Software Suite; and more.

A Simpler Site in Seven Days

To accommodate the needs of its customers, H&R Block sought a comprehensive search solution that would simplify the navigation of its site for users of its Internet-based products and services.

The Week in Review: July 2, 2004

Siebel Systems announced that Jostens has expanded its deployment of Siebel Analytics enterprisewide; LiveBridge announced that it has hired Curt Swaggart as director of operations in the company's Delhi, India, contact center; and more.

CRM in Action: Thinking Out of the (Shoe) Box: Olan Mills's Reps Switch From Index Cards to PDAs

Olan Mills is now better able to identify profitable prospects.

CRM in Action: Understanding Customers' Various Buying Roles

The company now has the ability to track campaigns and responses to determine which campaigns are generating the most profit.

Schooled in CRM

Following is a list of universities, their CRM programs, and their current enrollment.

Required Reading: How to Find Out What Customers Really Care About

CRM magazine's Emmy Favilla spoke with Acuff to discuss his approach.

CRM in Action: Getting Resolution Right--on the First Call

Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.

Auto Service Company Revs Up Response Rates

The goal was to resolve the issue of customers leaving the Edmunds.com Web site because they felt overwhelmed by the amount of information at their fingertips.

The Week in Review: June 25, 2004

Walker Information has named Leslie Pagel as group director, training and development; FAST Search & Transfer launched its new FAST Marketrac; SAVO Group has launched a Web-based platform designed to help marketing and sales teams use technology to increase efficiency and effectiveness in driving revenue; and more.

The Week in Review: June 18, 2004

Unica Corporation has formed an alliance with Biz360; Witness Systems announced that O2 Ireland has implemented the Witness eQuality solution; and more.

Different Companies, Same Story

Both companies needed a system to mobilize employees and improve customer response quality in the face of unexpected circumstances.

The Week in Review: June 11, 2004

Best Software has named Joe Bergerathe senior vice president and general manager of contact management solutions; OnStation introduced AutoCards, a new enhancement to its OnStation ShopConnect CRM service; and more.

Real Estate Company Breaks Sales Record Using CRM

The company was able to create reports that drew on prospective clients and their specific interests in the property for sales follow-up, and provided the sales team at The Lodge with weekly reports of reservation holders' online activity.

The Week in Review: June 4, 2004

Edocs announced that it has acquired Brightware, a business unit of Firepond that delivers eService software solutions for inbound email response management; Informatica announced a license agreement with the Center for Agribusiness Excellence at Tarleton State University; and more.

CRM in Action: Paramount Gets Customers to Talk Back

Employees had conducted one-on-one customer satisfaction research within its parks for years, Paramount wanted to implement a less intrusive solution.

CRM in Action: Turn Agents Into Experts

The right script can make a general customer service agent appear as an expert.

10 Strategies for Customer Service Success

Here's how companies can deliver stellar service at the many touch points available to customers today.

Required Reading: Tom Osenton on the "Death of Demand"

Tom Osenton, author of The Death of Demand: Finding Growth in a Saturated Global Economy, however, consumers have reached their limit; also, a novel about sales.

CRM in Action: ON Semiconductor Knows When the Price Is Right

Benefits have translated to a more than 100 percent ROI in less than one year.

The Week in Review: May 28, 2004

ScanSoft has introduced the OpenSpeech Recognizer 3.0; more than 50 percent of senior IT executives surveyed agreed that salespeople generally possess good knowledge of their product; and more

The Week in Review: May 21, 2004

NetSuite announced the signing of new customers; Amdocs announced that Rural Cellular Corporation has selected Amdocs for its integrated CRM and billing platform; and more.

New Product Spotlight: May 19, 2004

UniPress Software announced the new FootPrints 6.5; Jacada unveiled Jacada Fusion; and more.

The Week in Review: May 14, 2004

Lockheed Martin has selected Siebel business applications to provide core support of the F-35's Autonomic Logistics Information System; Amdocs announced that Vodafone Hungary has made a contract to use Amdocs Enabler as its new legacy billing system; and more.

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.

Companies to Deepen Investments in Online Marketing

Based on the results of a survey of 359 companies, more than 75 percent reported that marketing spending in comparison with 2003 would either increase or stay consistent in 2004.

Week in Review: May 7, 2004

FrontRange Solutions announced an increase in revenues and profits for its third fiscal quarter; SPL signed an agreement to acquire the major assets of CES; and more.

New Product Spotlight: May 5, 2004

NetMotion Wireless has launched the Siebel CRM Mobilization Program; Empirix launched OneSight for Contact Centers; Exact Software unveiled the new Web Shop; and more.

Schneider Electric's CRM Success Begins

The primary objectives of this initiative are targeting growth, time efficiency, and the construction of a world-class infrastructure based on heightened standards of performance expectations.

CRM in Action: Lamps Plus Builds Sales While Cutting Costs

Lamps Plus needed a more efficient way for customers to find what they wanted, while minimizing expensive call center interactions.

CRM in Action: Inova Tackles Training to Ensure CRM Success

Inova executives agreed that it was essential to first tackle training.

Required Reading: Bottom-Line Call Center Management

David Butler has conducted extensive research on the call center industry. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Elsevier Butterworth-Heinemann) reveals his findings, and more.

Who's Who in CRM

Oracle CEO Larry Ellison tops a list of dynamic CRM leaders driving the industry forward. Tom Siebel is the reigning king of CRM; the Siebel brand is often considered synonymous with the technology. Larry Ellison, however, is the godfather of CRM. The reason? Please read on for the answer, and for the full Who's Who in CRM list.

CRM in Action: Amica Prospects Among Its Best Customers

Amica realized the importance of increasing new customer inquiries and revenues, but needed to keep marketing costs down.

The Week in Review: April 30, 2004

IDS Scheer North America announced Tuesday that it has expanded its partnership with Intalio; Witness Systems announced that Archway Marketing Services has deployed the eQuality customer interaction recording software in its Canadian contact centers; and more.

New Product Spotlight: April 28, 2004

Language Analysis Systems introduces the LAS NameParser; Pivotal Veracity launches its new suite of delivery optimization tools; and more.

The Week in Review : April 23, 2004

Accovia and QlikTech International announces a partnership; British Airways selects Astute Solutions; CH Consulting announces the opening of its new 40-seat, inbound/outbound call center; Rockwell implements Salesforce.com Spring '04; and more.

New Product Spotlight: April 21, 2004

Astute Solutions announced a partnership with BenchmarkPortal; NetIQ Corporation launched WebTrends 7; and more.

The Week in Review: April 16, 2004

Dendrite announced a partnership with SAP America; Salesforce.com announced that LogLogic has chosen to deploy Salesforce.com's Spring '04 CRM service.; RadioShack selects iPhrase; and more.

Customers' Call Center Experience Affects Loyalty

Consumers are much less likely to buy a company's products if they have a poor call center experience when calling for assistance, according to a study released today by Portland Research Group.

The Week in Review: April 9, 2004

NetSuite announced a 99.5 percent guaranteed availability of its Web-based applications; Dendrite has completed its acquisition of Medical Data Management; Dan Springer has joined Responsys as its CEO; and more.

New Product Spotlight: April 7, 2004

eGain announces integration with Aspect; Omniture releases SiteCatalyst 10; MicroStrategy launches MicroStrategy Office; and more.

The Week in Review: April 2, 2004

MapQuest provides new telephone access to its services; retail industry analyst Paula Rosenblum joins Aberdeen Group; Phoenix Technologies implements Salesforce.com; and more.

Midsize Companies, Mammoth Results

We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.

Required Reading

How companies can effectively use their resources to serve their community; a framework for launching a brand internationally; and a look at Tesco lead this month's CRM book list.

New Product Spotlight: March 31, 2004

Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.

The Week in Review: March 26, 2004

LiveBridge announced the opening of a 700-seat call center in Cordoba, Argentina; Saab Cars USA has selected Melissa Data's Quality Web Service for real-time verification of customer data; and more.

New Product Spotlight: March 24, 2004

Envision Telephony announced a partnership with SIVOX Technologies; Avolent, a provider of financial relationship management software, unveiled BizCast 5.4; Nuance launched Nuance Voice Platform 3.0; and more.

New Product Spotlight: March 17, 2004

Onyx made available the Onyx Group Enrollment Manager; Cognos launched the Cognos ReportNet 1.1; Psynchronous Communications unveiled Gravity, a new Web-based tool suite for communications measurement, planning, and outreach; and more.

The Week in Review: March 12, 2004

Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.

New Product Roundup: March 10, 2004

ServiceWare Technologies made available its ServiceWare Enterprise 5.5; WebSurveyor Corporation unveiled a new Web interface for its online survey solution; GroupLink launched new product offerings for its Leads Generation, Sales Force Automation, and Customer Satisfaction tiers; and more.

The Week in Review: March 5, 2004

Inforte announced a definitive merger agreement; Salesforce.com announced its integration with WebEx Communications' WebEx MediaTone Network 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.

Required Reading

Recent books that analyze the customers' role; assist users with the new features provided by Microsoft CRM; detail relationship-building techniques; and more.

Transforming Service Agents Into Sales Stars

Tilia Inc., which manufactures and distributes FoodSaver kitchen appliances, chose to take a chance one year ago and integrate sales into its service-oriented call center.

IN BETA: GuideMark Guides National City Bank to Success

The BRS solution features summarized and detailed broker information and delivering key management information.

IN BETA: Maximized Prospects

The software helps users gain prospects, attract new customers, and boost repeat business figures.

New & Noteworthy

Companies Risk Security Issues with IP Telephony

By merging all data into a single system, rather than maintaining separate outlets, enterprises are exposing themselves to greater risks of fraud and theft than ever before.

New Product Spotlight: February 25, 2004

WebSideStory launched HBX, a new on-demand Web-analytics tool; Salesnet has enhanced its user interface (UI), an initiative designed to provide a cleaner appearance, increased customization, and faster access to all areas of Salesnet; and more.

Siebel Tops Gartner's CRM Sales Suite Magic Quadrant

Siebel Systems continues to reign as the leader of Gartner's Magic Quadrant for CRM Sales Suite Vendors.

A New Gartner Report Announces Three Positive Ratings

The big winners were Best Software's SalesLogix, Onyx Software, and Salesforce.com.

New Product Spotlight: February 18, 2004

ACCPAC has announced a major upgrade to its ACCPACcrm.com; Chordiant has announced the Chordiant 5 Rules Designer and the Chordiant 5 Rules Server; and SupportSoft has made available the latest version of its Request, Resolve and Notify (RNN) software.

New Product Spotlight: February 11, 2004

PeopleSoft has launched its PeopleTools 8.44; Cognos has introduced the Cognos Enterprise Planning Series Version 7.2; Maximizer Software has partnered with Vineyardsoft to provide workflow automation tools in upcoming versions of Maximizer's CRM and contact management software; and more.

SMBs Fear an Overreliance on Microsoft

Forty-three percent of respondents to the Yankee Group "SMB Infrastructure Survey" admitted a fear of becoming heavily dependent on Microsoft's products and services.

New Product Spotlight: February 4, 2004

Pegasystems has introduced a new set of horizontal and vertical BPM solutions; Expertcity has announced an OEM and distribution partnership with Mobile Automation; NetByTel has made available its new self-service list removal solution using speech recognition; and more.

Companies and Consumers Clash on Privacy Issues

The report finds that businesses and consumers maintain opposing ideas on what generates and what undermines trust.

New Product Spotlight: January 28, 2004

NeoSpeech has developed VoiceNotify for auto dealers; Pegasystems has delivered three new BPM solutions; Kauri Business Systems has unveiled Procoll; and more.

New Product Spotlight: January 21, 2004

Salesforce.com has released its new Office Edition; ePeople has announced its new ePeople Teamwork 5.1; and QlikTech has released the QlikView Publisher 2.0, providing integrated domain security and Web-based access for remote end-users.

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.

New Product Spotlight: January 7, 2004

PeopleSoft has released its newest financial application, PeopleSoft Enterprise Financial Management 8.8; Tigerpaw Software has announced a synchronizing feature connecting Tigerpaw Business Suite 9 Enterprise and Microsoft Outlook; and GuideMark has released a new Wholesale Mortgage Broker Relationship System.