Articles for Jean Thilmany
At Bark & Co., Customer Service Goes to the Dogs
27 Feb 2017
With Zendesk's help, a ‘dog bot' fetches answers for customers of the canine treat provider
T-Mobile Sends a Message with Text Support
01 Feb 2017
The "Un-carrier" turns to LivePerson to fuel customer text conversations ahead of industry trends.
Salesforce.com Rises on Adobe's Hot AIR
25 Feb 2008
With the help of Web-application powerhouse Adobe, Marc Benioff -- Salesforce.com's founder, chairman, and chief executive officer -- brings his company's Force.com platform to the corporate desktop.
CRM for One: Catch 'Em While They're Young
15 Feb 2008
With its Entrepreneur edition, Maximizer Software targets the sole proprietor -- and the midsize business that proprietor may become.
Compensation Beyond the Contact Center
28 Jan 2008
One study finds many technology companies link employees' salaries with customer satisfaction.
Don't Call It Centric CRM
12 Dec 2007
Update your Outlook: The CRM software provider has changed its name to Concursive Corp., and its flagship CentricCRM product becomes Concourse Suite.
Sales Hits the Road
22 Nov 2007
Three CRM vendors have released applications for mobile devices in recent days. What's the payoff for the sales representative?
Microsoft Hires Callidus Leader
20 Nov 2007
Callidus Software President and CEO Robert Youngjohns is heading to Microsoft, but will his stance against multitenant on-demand offerings follow him?
Siebel Users Can Now Be Xactly Motivated
13 Nov 2007
Xactly's compensation management software will give Siebel CRM On Demand users a quick look at future commissions.
ADP Hopes To See Deal with Centive Pay Off
09 Nov 2007
The benefits-administration company looks to increase sales performance through Centive's incentive compensation management.
Sales Incentive Software Set to See More Sales
09 Nov 2007
The market for incentive compensation management continues to expand, as more companies recognize its ability to drive growth.
CRM Market Set to Double
06 Nov 2007
The global CRM market will double within six years, according to a new Datamonitor report.
Dragging the Contact Center into the 21st Century
01 Nov 2007
Contact centers can't be stodgy. They need to keep up with the kinds of technologies -- email and IM -- their younger customers rely on.
Omniture Set to Acquire Visual Sciences
30 Oct 2007
The pool of Web analytics providers continues to shrink.
iPhone: The 800-Pound Gorilla Spawns a 300-Page Bill
17 Aug 2007
By sending exhaustively detailed iPhone bills, service provider AT&T could be trying to head off expensive customer-care calls.
01 Aug 2007
A marketing company slashes the time and effort it spends creating reports with the help of performance management software.
Contact Centers Slip in Outsourcer Rankings
27 Jul 2007
The quality is still there for call center vendors, but other outsourcers are challenging their position, according to a consultancy's new research.
Mobile Data Revenue Could Triple in Asia-Pacific
26 Jul 2007
Indonesia's broadband market will grow by 45 percent per year for the next five years, according to research, leading growth in the Asia-Pacific region.
Mobility Matters Most in Online Marketing
19 Jun 2007
A new study reveals how marketing agencies are tackling emerging technologies. While mobile devices top the list, YouTube isn't far behind.
Ranking Government Service
18 Jun 2007
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs.
OutStart Pushes Pertinent Sales Info
12 Jun 2007
OutStart's knowledge sharing software aggregates CRM, Web, and expert information that salespeople can call on round the clock.
Vettro Takes the Road with Siebel
11 Jun 2007
Vettro 360 software makes Siebel CRM On Demand available on mobile devices at speeds Oracle can't match, says an industry analyst.
Is Anybody Out There?
05 Jun 2007
The makers of computers and other high-tech devices are finally getting around to answering their emails, one study finds; retail still rules the roost in response.
The Quality Goes In Here, Too
04 Jun 2007
Systems that measure and improve quality have a place beyond the traditional factory floor, according to a new study; most sales and marketing departments can benefit from quality analytics.
01 Jun 2007
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
The Dead Pool: E- and Phone Service
29 May 2007
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Beyond Office 2007
25 May 2007
Despite a strong market with several options, small businesses are still warming up to the idea of online personal productivity software.
23 May 2007
Virt2go wants to virtualize the sales force by offloading the heavy lifting to Web presentations; analysts think it might be part of the future of sales.
Salesforce.com Takes SOA Offsite
21 May 2007
The company, in keeping with its "No Software" motto, announces its plan to offer service-oriented architecture on demand.
Virtual Customer Contact
07 Mar 2007
BT Group and Avaya's hosted contact-center technology gives customers the option to ramp up, scale down, and distribute offsite centers; the service could prove a telco's greatest strengths are its applications.
Nuance Looks to Go Mobile
22 Feb 2007
Though it's a sharp departure from its usual acquisitions, the maker of Dragon NaturallySpeaking voice recognition software buys BeVocal, which hosts voice-automated customer service solutions.
Aprimo's Midsection Marketing Muscle
13 Feb 2007
A new marketing suite should bring small and midsize players into the marketing management game by delivering enterprise marketing management features to them over the Web.