October 24, 2001

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Expert's Corner [search]
Q: What is Next in the Evolution of Customer Technical Support?
Answer

Anthony Lye
ePeople, Inc.
 
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"Avoiding a CRM Backlash"
by Rick Frazier - Principal, Booth Morgan Consulting, LLC

 
 

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Other News

  • Witness With Siebel
  • Choice Hotels Selects Unica
  • GlaxoSmithKline With Help From Micromass
  • Maaya With Verity
  • Hyperion Names New President
  • Callaway Golf Selects TISCOR
  • Steelcase Selects Firepond

    • Witness With Siebel [Top]
    Witness announced plans to integrate its eQuality suite to Siebel 7. Witness Systems will extend its integration portfolio - which originated with integration to Siebel Systems' product line in December 1999 - by validating eQuality with Siebel 7 within a target of 90 days of Siebel 7 general availability.



    Choice Hotels Selects Unica [Top]
    Unica announced that Choice Hotels International has selected Unica's Affinium. With Affinium, Choice Hotels aim to strengthen its customer relationships, increase cross-sell and up-sell revenue, standardize and control national and regional marketing campaigns, improve response rates and reduce overall marketing costs. Once implemented, Affinium will allow Choice to better understand customers' wants and needs and respond with appropriate offers.



    GlaxoSmithKline With Help From Micromass [Top]
    MicroMass announced that GlaxoSmithKline Consumer Healthcare's Committed Quitters program has reached the 500,000-user mark. Driven by MicroMass' Rapport technology, the Committed Quitters program integrates an FDA-approved curriculum, a customer database, online and offline communications methods and cross-promotional efforts into a tailored communications program designed to help users quit smoking.



    Maaya With Verity [Top]
    Maaya announced an OEM agreement with Verity. Maaya will integrate Verity's search technology into its product, BizConnect. The integration aims to speed up information search and retrieval processes critical in e-support and managing customer relationships, and can reduce customer support and retention costs.



    Hyperion Names New President [Top]
    Hyperion announced the selection of Godfrey Sullivan as president and chief operating officer. Sullivan joined the company October 22, succeeding Stephen Imbler, who has been Hyperion's president and COO for the past three years.



    Callaway Golf Selects TISCOR [Top]
    TISCOR announced that Callaway Golf has selected TaskMaster Fire & Safety to automate inspections at its eight-building campus in Carlsbad, California. Technicians will use small, hand-held computers to inspect fire extinguishers, eye wash stations and other equipment, eliminating paperwork and data entry, according to Tony Rubino, Executive Vice President of TISCOR.



    Steelcase Selects Firepond [Top]
    Firepond announced that Steelcase has selected Firepond's SalesPerformer Suite in a deal to underpin the sales of its office environment products and services. The sales and configuration system will progressively include Steelcase's international sales and distribution operations in Europe, Asia-Pacific, South America and the Middle East, starting with some of the group's major brands in Europe.


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