November 1, 2000

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Experts Corner
Q: What are the four major tools used to develop CRM economic justifications?
Answer

Beth Eisenfeld
Gartner Group
 
Required Reading

"Taking the R out of CRM"
by Swallow Information Systems

 
 

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“Whether or not a person has experience in the support field, they all go through a learning process to get up to speed. … Even though most people learn by trial and error, it still means starting off with a disadvantage that can sometime be quite painful.”
- Get the Point: How to Write Policies, Procedures, and Tasks for Help Desk and Customer Support Centers, by Ben Brigham

 


Other News


BroadVision Powers Wellsteads [Top]
BroadVision announced that WELLSTEADS uses BroadVision Retail Commerce to power its Web site. Through WELLSTEADS.com, customers in the Arlington, VA area can order fresh meals that are prepared and packaged for delivery and takeout by one of Washington's chefs.



Blue Pumpkin Reports Earnings [Top]
Blue Pumpkin’s third quarter revenues were up more than 20 percent from the previous quarter, and increased nearly 100 percent over the same period last year. The company added 74 new customers in the third quarter including Time Warner Cable, Keane, Western Wireless and 3M.


KnowDev 5.0 Now Available Through E-Talk [Top]
Knowlagent announced a partnership with e-talk. Knowlagent will leverage e-talk's customer base to make its KnowDev 5.0 technology suite available to a much wider audience of customers.



Peregrine Empowers Visteon [Top]
Peregrine announced that its Application Service Provider offering has been selected by Visteon to provide an e-Commerce electronic transaction hosting system that will integrate with SAP and that speeds production cycles and time to market while reducing operating costs. Peregrine expects to roll this solution out to more than 4,500 of Visteon's suppliers and customers.



ProNox With Apropos [Top]
ProNox signed an agreement with Apropos to purchase nearly $400,000 of Apropos' software, hardware, and professional services and support. The Apropos customer interaction management solution for multimedia contact centers will be used in ProNox's Network Operations Centers and Client Assist Centers.



Stampede Chooses !hey [Top]
!hey announced that its !heycenter chat technology is helping Stampede Presentation Products deliver personalized customer service and support over the Web. hey's chat technology has allowed Stampede to offer its dealers and potential buyers text chat over the Web. With !heycenter, Stampede customers canreceive answers to their questions by clicking the live help button, which initiates text chat with Stampede customer service specialists.



TanData Develops Integration for PeopleSoft [Top]
TanData announced the release of a supply chain solution for PeopleSoft Release 8. TanData has developed an integration for the PeopleSoft Customer Fulfillment solution at both the point of order entry and the point of shipment. The TanData Interface Pack for PeopleSoft is compliant with PeopleSoft 8 Business Interlinks technology, which enables integration of systems such as TanData's with PeopleSoft applications.



Hyperion Standardizes on Centra [Top]
Centra announced that Hyperion has deployed Centra's enterprise software to deliver product skills and information to the desktops of more than 2,100 employees, 300 partners, and 6,000 customers in 26 countries. Hyperion helps clients to understand situations and bring benefit to their organization and customers. Hyperion is using Centra Symposium to deliver expert-led training throughout their organization.



SupplyFORCE.com Selects NorthB2B [Top]
North Systems announced that supplyFORCE.com has selected NorthB2B to reduce channel costs and improve communication with its North American Distributor Network. supplyFORCE.com offers customers an e-commerce solution complete with local delivery and technical support. By deploying NorthB2B's NorthPartner application, supplyFORCE.com has a communication solution for managing and supporting the 3,400 branch locations.



NextClick Network Size Doubles [Top]
NextClick announced that the NextClick Network of global personalization technology organizations now has 41 partners, more than double the membership achieved this past summer. Front runners such as Response Logic, Blaze Software and Learning Brands are among the latest to join.


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