Articles for Tom Kaneshige
CRM in Action: Contact Centers
Time Warner Desert Cities combats churn.
Marketers to Measure Performance
Spending on technology that measures marketing efforts takes center stage; three guiding principles
Amdocs Unveils ClarifyCRM 11
Thin is in for anytime, anywhere access; company takes responsibility; commitment to the CRM cause, says analyst
SAS Wins IDC Affections
CRM analytics hot spot; real-time tools boost the online experience; unearthing trends in heaps of customer data
Spam: E-Marketing's Alter Ego
Jupiter Research reports email campaigns on the rise; dawn of mega spam; CRM to the rescue, sort of
Stampede Toward the SMB
Microsoft Business Solutions combines Great Plains, Navision and bCentral; delivers industry-specific solutions; a product roadmap
LivePerson Rolls Out Online Sales
Web collaboration specialist breaks out of the online chat box; new sales edition; a much-needed revenue stream, says analyst
SFA for the Little Guy
Intuit unveils Sales Manager service as part of QuickBase; starts at $249 per month; CRM hosting arena heats up
Asia-Pacific Brims with Opportunity
ChannelWave goes to Japan; Onyx eyes China; IT investment in Asia-Pacific on the verge of growth, says IDC
Startup LiveWire Logic unveiled RealDialog for online chatting; linguistics verses keyword; the virtual agent
SAS Ramps Up Marketing Automation Efforts
Forms marketing and customer analytics practice within SAS Americas; getting more in the loop; a smart move, says analyst
mySAP CRM's Portal Twist
Adds workforce management features; software converges on the portal; the people-centric approach
AMR's CRM Spending Report
A key finding: CRM spending will be driven by companies that sell to other businesses -- not consumers
Demand Chain Best Practices
Aberdeen Group offers e-commerce tips; the dawn of DCM; much work remains
Blue Martini Goes Deep
Expands on key manufacturing vertical with release 5; configuration and quoting; taking XML orders
FranklinCovey's E-Marketing Journey
Outsource, homegrown, best-of-breed; marketing automation's missteps; an email blast
E.piphany Completes E.6 Suite
Launches E.6 Service for call centers; allies Tibco for system-to-system integration; best architecture, says analyst
Tech Spending on the Rise
Integration technology standards drop prices; companies opening wallets; surprising in today's economy, says Yankee Group
Manugistics, Cognos Strike Alliance
Marrying business intelligence with enterprise solutions; in search of ways to cut costs; a supply chain resurgence
Call Center Agent Gets the Call
Next wave of CRM moves to the frontlines, says Datamonitor; work-force optimization; vendors ready products
Verizon Picks ChannelWave Over Siebel
PRM sector gains validity; fastest time to market and lowest cost of ownership were key deal drivers; Siebel's rough week
Email Management for mySAP CRM
AMC Technology develops products, connectors for SAP; email response management system is the latest CRM extension; third-party think tank
Life Sciences Warm to CRM
BioInformatics reports customer service plays key role; suppliers must meet scientists' unique needs or face severe backlash, says researcher
Life Science Warms to CRM
BioInformatics reports customer service plays key role; suppliers must meet scientists' unique needs or face severe backlash, says researcher
Web Interaction Gets Noisy
Frost and Sullivan predict booming North American market; CRM initiatives drive growth; mid-market madness
What's Your CRM Priority?
GartnerG2 answers debate over customer retention verses customer acquisition; monitoring the pulse of consumers
Portal Player Turns to CRM
Art Technology Group unveils ATG6 Beta; online selling, marketing and customer support; "our portal connects with everyone," says exec
Best Practices for CRM
Consultancy delivers step-by-step guide; tactics for building company-wide support; the customer culture
Tiny CRM Services Firm's Grand Opening
Customer Management Gurus hopes to ride services upswing; consultancy on the cheap; a virtual shop
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
Comergent Tackles Transactions, Integration
Release 6 touts 300 APIs; CTO claims 300 percent growth in sales, low-cost Web services architecture; avoiding the PRM fate
Partnerware Ceases Operations
PRM vendor stumbles in wake of turbulent economy; new technology faces stiff challenges; "wrong message, wrong time," says AMR analyst
Forrester predicts market comeback; cross-channel integration, verticalization, Web services, new pricing models weigh in; Microsoft will dominate
Do You Hear What I Hear?
Genesys creates a voice portal; Avaya and Aspect also shout offerings; VXML is being heard
Microsoft Taps War Chest
Plans to increase R&D spending and headcount; a shining marketing light among tech's doom and gloom; "a drop in the bucket," says analyst
Calling the Web
Avaya delivers latest version of interactive voice-response system; supports VXML 2.0; "Not quite Star Trek," says CRM evangelist
Mobility Moving Up
IDC reports mobile middleware market on the rise; 105 million road warriors in U.S. by 2006; the email trigger
The Knowledge Center
SupportSoft unveils automation software; IBM already lovin' it; help-desk days are numbered, says Big Blue executive
Can Utilities Spark CRM?
Accenture's energy-outsourcing services charge sales, signs deals with CustomerWorks and BC Hydro
CRM Market: Classic Consolidation
Meta Group rates the suite vendors; a few application domains show signs of maturity; presence and performance
Aberdeen's CRM Snapshot
Short-term growth barriers hid long-term pot of gold; suite vendors face sophisticated customers; e-marketing evolves
CRM Goes Airborne
Airborne Express unleashes Onyx software and portal in phases; 700 sales and marketing employees get customer information at their fingertips
M&A Watch: MindArrow Systems and Category 5
Email marketing meets e-commerce; Nasdaq listing on the cheap; "Doing $5 million in revenues isn't acceptable," says CEO
Microsoft Juices Up SMB Offerings
Dynamics 7.0 and eEnterprise 7.0 integrates with upcoming CRM products, connects to systems both inside and outside the firewall; employee 'smart tags'
LivePerson Acquires NewChannel
Provider of Web chat services hopes to jumpstart sales with acquisition; "risky bet" says industry watcher
Blue Martini Teams with Tibco
CRM vendor touts deeper integration with ERP systems; takes aim at heavyweights SAP, JD Edwards, Oracle and PeopleSoft
Jabber, Virtual Personalities Link Up
IM technology joins automated response system for new-age customer service; chatting with a computer
Global Marketing's Big Comeback
E.piphany puts global spin on marketing software; out-of-the-box features and multi-lingual support; "Borderless CRM"
Building Web Service Bridges
Cape Clear opens up development platform to Salesforce.com customers; "the new era of integration has begun," says CEO
Knexa.com Thinks Big
Despite tremors on Wall Street, a tiny Canadian software developer takes giant steps with an acquisition that doubles the company's size
CRM Asia: Red Light, Green Light
Siebel claims business is clicking on all cylinders; industry watchers are divided
Wireless CRM Beckons
Vendors and customers alike know it's coming; Frost and Sullivan points to 2004 and 2005 as peak growth years
Gunfight on the CRM Frontier
The Sage Group creates CRM division to go head-to-head with Microsoft's Great Plains Software
CRM's Fatal Flaws
AMR researcher points to misguided project implementation strategies, lack of governance and bound architecture
Marketing's New Point Man?
ListenPoint unleashes Web-based marketing software; module collects field intelligence for corporate brass, aiming to boost sales
Budget-strapped marketing departments need to do more with less, which is why CRM vendor Blue Martini Software began shipping today a standalone relationship marketing application to help marketers manage customer touch points automatically.
Salesnet Moving On Up
Unveils 'extended' version featuring Web services API, field access and others; targets enterprises with 50 to 250 sales force
Azerity's Big Challenge
New ProChannel 5 suite gets analytics, mobility and much more; analyst sees opportunity and hurdles
Microsoft CRM Crystallized
Reporting and analysis tools integrated into Microsoft's first .NET business solution; legitimate and proven partnership, says analyst
Contact Center Convergence
Kana study shows increased Web self-service activity, but telephone calls still rule the roost
CRM: A Mixed Bag
The future of a CRM investment rests on the company's ability to document and measure returns, according to a study by Harte-Hanks, a CRM vendor targeting community banks and credit unions. Harte-Hanks surveyed nearly 500 North American companies spanning manufacturing, finance, retail and transportation.
SAS, CSC Strike Up Partnership
Consultants in North American and Europe trained on latest analytical CRM technology
E.piphany, Genesys Join Forces
Integrate offerings to deliver real-time analytics and intelligent routing; arms contact center agents with latest customer info
Onyx Unveils Enterprise CRM 4.0
Unwinding at a cafe in Palo Alto, Calif., after a long sales tour, Onyx CEO Brent Frei couldn't stop talking about his software's strong technical foundation. Three weeks later, Onyx unveiled today its Internet-based Enterprise CRM 4.0 suite, developed specifically to run on a Web services-enabled platform.
Marketing Faces Loaded Guns
A 360-degree view of customers is the holy grail of e-marketing -- and it doesn't come easily, reports Xchange, a CRM vendor, in a white paper released earlier this week, entitled, One-to-One Mass Marketing: Managing a Million Customer Relationships.
Best Practices in Sales Force Automation
Consulting firm surveys 45 SFA users in 12 industries and 42 software vendors; comes up with formula for success
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.
Customer or Capital: Who is King?
AMR analysts square off on whether companies should lead with CRM or SCM technology; TaylorMade-adidas makes its choice
AMR: E-Business Renaissance?
Compared to recent quarters, Q1 2002 posted an overall higher rating across all enterprise e-business initiatives such as CRM, SCM, ERP, e-sourcing and private trading exchanges.
Pivotal's Turning Point
The Vancouver, British Columbia-based company unveiled CRM offerings tailored for investment banks, healthcare insurance firms and real estate-construction companies in the mid-enterprise space -- companies and business units with $100 million to $3 billion annual revenues.
Telcos Reap CRM Returns
Amid widely reported CRM failures, a Fujitsu Consulting study today found a bright spot in the telecommunications sector -- one of the fastest adopters of CRM technology.
UpShot Aims at MS Office
The goal is to make it easier for sales folk to use UpShot's service. The announcement is also a pre-emptive strike against Microsoft, the maker of these applications, which is planning to enter the CRM space later this year.
Scoring Happy Customers
Are your customers happy? It's the critical question facing many Web retailers, and no one's really found the answer yet. Help though, may be on the way. Online comparison shopping site BizRate.com and marketing analytics and data collection firm Coremetrics have teamed up to help companies get more aligned with customer behavior.
Western Europe's SMBs Opening IT Wallets
A free-for-all is brewing in Western Europe's small to medium-business (SMB) arena, according to report released today from London-based researcher Datamonitor. And as vendors converge on the opportunity there, consolidation is inevitable.
Oracle's ''Lease'' on Life
This week Oracle unveiled its Lease Management module as part of its Oracle 11i E-Business suite. The module automates and manages the lifecycle of leased products, from loan origination to contract termination.
Patricia Seybold Group looks at key factors of CRM analytic applications; reports on the pros and cons of real-time analytics
Web Services Reality Check
The Web services explosion is just around the corner, according to a report by market researcher Patricia Seybold Group this week. But a pulse check at a recent CIO forum on the future of CRM, however, showed little Web services fanfare to date.
Reveries Revels in CRM
Reveries, an online magazine for marketing professionals, uncovered interesting tidbits about the public perception of CRM, after posting a survey on its Web site. The Westport, Conn.-based company released results this week, with one of the more humorous findings about confusion over the meaning of CRM -- not the technology but the abbreviation.
E.piphany Lays Off 15 Percent
CRM software vendor stumbles in Q1; analyst expects more bad news from Silicon Valley companies through the summer
It's the Data, Stupid!
Data-platform integrator Acta builds interface to Trillium data-quality software, hopes to address critical data flow and integrity issues
Datamonitor: The End of eServices
The lines between service automation and other software are blurring, and thus signaling the fall of standalone eServices
CRM: The Ties That Bind
The word is out: Integration is the key to unlocking CRM's potential. Everyone from vendors to consultants and customers claim they can do it -- but it's just not that easy, industry watchers say.
Akibia Consulting's Vertical Challenge
Analyst: Integrator helps companies translate generic CRM into the most valuable approach for specific industry, business
Siebel Lands Medicare Call Centers
State-of-the-art solution for giant, public healthcare agency helps Siebel open market share lead
CRM Tool Seeks to Reduce 'Abandonment'
Seldom will shoppers fill up their carts and then leave them at the cash register, never to return. But this happens all the time on the Web. That's why CRM Metrix, a marketing software company, announced its Abandonment Tracker product today.
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.
Sister CRM Technologies Slow Start
London-based researcher Datamonitor says PRM and ERM have limited market opportunity today
IDC: Asia-Pacific CRM Sales Poised for Growth
CRM Turf Wars
CRM suite vendors are biting and clawing for sales in untapped international markets.
Intuit's CRM for the Little Guy
SAS Tackles CRM
SAS Institute has been pouring research dollars into building an analytical tool for the marketing community, in hopes of picking up sales in the hot CRM space.
PeopleSoft Turns Up the Heat
PeopleSoft makes its big bet on e-business at its strategy summit in Las Vegas.
IDC Validates Hot CRM Service Market
The market for customer relationship management (CRM) services is heating up.
Siebel's eFinance 7
Talisma Beefs Up Contact Center Suite
Astea: CRM to the Rescue
Datamonitor: High Costs, Cultural Hurdles Stymie Great Expectations
Baan's Nice Guy Image
Baan's E-Biz Rise -- and Fall?
Forrester Eyes Marketing Cultural Shift
PDAs Improve Customer Care
SAP Chasing Siebel
S1 Picks Up Ireland's Point Information Systems
Pivotal Plants Mid-Market Flag
Dataquest: CRM Services Rising
Middlemen Flock to Siebel
Siebel Claims Broad Mobile Footprint
PwC Consulting to Change Name
Bankers Want Some FaceTime
Akibia's Nine Steps to ROI
AMR Breaks Down Siebel 7
Unica Rounds Out Suite
Salesforce.com Snatches Away Oracle Exec
Siebel On A Roll
Onyx's PRM Portal Push
mySAP CRM Delivers to Pitney Bowes
Utopy's Killer App?
Oracle Answers CRM Critics
CIOs Eyeing Big Tech Purchases Again
Hewson Group: European Gov. Should Adopt CRM
E.piphany Unveils E.6
Kana's Case for Happy Customers
PeopleSoft's Aggressive CRM Rollout
Blue Martini's Latest Concoction
ATG Wins Hyatt Hotels
Oracle's Latest CRM Spin: Pay Up!
Aberdeen's Top Ten CRM Projects
eCRM's Personalized Spin
Salesforce Answers Microsoft Challenge
DMR Talks CRM
Microsoft Wades Into CRM
McKinsey's CRM Best Practices
Datamonitor: Financial Services Lag in CRM
Chartwell Maps CRM, Utilities
Datamonitor: CRM Rising
MarketSoft, Centra Join Forces
Eloquent Unleashes LaunchForce
Siebel Rolls Out CRM Flavors
First to market: eMedical 7 and eConsumer Goods 7 vertical solutions.
Aprimo Claims 65% Growth in 2001
CRM can add to the top line and cut costs, too, but many projects fail. Smart companies are learning how to improve the odds.