November 21, 2000

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Experts Corner
Q: What do you recommend as a few key technologies to obtain a 360-degree view of the customer?
Answer

Steve Robins
Servicesoft, Inc.
 
Required Reading

"The Insiders Guide to Empowering Customers with an Organic Knowledgebase"
by Doug Warner - RightNow Technologies
 
 

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Influent - The Executive Summit
January 29-31, 2001
Career Opportunity

Technical Marketing Manager
Cedar Rapids, Iowa


“Day 30: Repeat five times: “I don’t need to control everything.” Relax. Your job title isn’t ‘hero.’ You’re human. You’re not expected to perform heroic deeds every minute. Do your job well and go home each evening knowing that you’ve helped a lot of people be more productive.”
- Overcoming Overwhelm, Thirty Days to Less Stress, by Mia Melanson

 


Other News


DeRemate Implementing Kana [Top]
Kana announced that DeRemate is implementing Kana software solutions in its eRM operations. DeRemate will use Kana's technology to manage customer interactions and help ensure satisfaction among its growing user base.



eLoyalty Helps Selective Insurance [Top]
eLoyalty announced that Selective Insurance is implementing eLoyalty's Loyalty Foundation. Loyalty Foundation will enable Selective Insurance to deploy a CRM solution that can be leveraged by its team of agents. By having eLoyalty manage this solution, Selective aims to cut costs, reduce time spent on administration, and streamline customer information flow.



Hostcentric Chosen By Tivoli [Top]
Hostcentric announced that Tivoli has chosen Hostcentric to become an ASP for its management software. Hostcentric will offer Tivoli software in an ASP format to its customers, allowing them to deploy management tools, while increasing the scalability of their IT department.



Volkswagen Selects Peregrine [Top]
Peregrine announced that it has been selected by Volkswagen to provide an electronic catalog solution for the company's e-procurement system. The solution is comprised of catalog software, content management services and search engine capabilities.



KeyCorp Selects MarketSoft [Top]
MarketSoft announced that KeyCorp has selected MarketSoft's eMarketing solution, eOffers. KeyCorp will use eOffers to communicate Web offers, promotions newsletters and surveys to online banking customers.



Learn2.com Signs Agreement With Ask Jeeves [Top]
Learn2.com announced an agreement between Etracks, the Company's permission broadcast e-mail subsidiary, and Ask Jeeves. Etracks will provide delivery and tracking of e-mail messages for Ask Jeeves.



Selectica Powers Hyundai [Top]
Selectica announced that Hyundai Motor America has deployed Selectica's ISS to serve as the configuration engine behind the Hyundai QuickQuote program. The ISS enables customers to navigate on the Web through specification and feature combinations to configure the car they want, save their configuration and send it to a local dealer for pricing and availability.



SDC Becomes New SpeechWorks Reseller [Top]
System Development Company of New Hampshire (SDC) announced an agreement with SpeechWorks. SDC is integrating speech recognition solutions from SpeechWorks into IntelliDESK, SDC's attendant console product. The relationship will provide customers with a suite of speech recognition-based attendant consoles, directory and messaging applications. Callers will be able to speak names, extensions and departments into any phone and be connected to any employee whose contact information is contained in the IntelliDESK database.


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Apac Cust Svc 3 7/8 +1/16
Applix Inc 3 7/16 -1/8
Apropos Tech 7 1/4 -1/4
Ask Jeeves Inc 12 9/16 -1 3/16
Aspect Comms 15 11/16 -1/16
Blue Martini 24 15/16 -1 9/16
Broadbase Sftwr 9 9/16 -1 1/16
Broadvision 31 13/16 -4 3/16
Calico Commerce 1 15/16 -5/32
Chordiant Sftwr 4 -3/8
Convergys Cp 44 1/8 -1 1/4
Davox Corp 8 11/16 -3/16
Delano Tech Cp 11 13/16 -3/8
E.piphany Inc 47 15/16 -3 5/16
eGain Comms Cp 3 7/8 +1/8
eLoyalty Corp 8 9/16 -7/16
Eshare Tech 2 3/16 -3/16
Exchange Applc 2 1/2 -19/64
Firepond Inc 9 -3/16
ICT Group Inc 11 1/8 0
Interact Commer 8 7/8 -1/8
Interact Intell 25 7/8 -1 15/16
Interv Brite 9 7/16 -1/8
Kana Comms 17 3/16 -2 5/8
Liveperson Inc 1 5/16 -1/16
Onyx Software 13 3/8 -13/16
Pegasystems Inc 4 7/16 -1/16
Peregrine Sys 16 3/8 -7/8
Pivotal Corp 45 3/4 -2 5/16
Prime Response 3 -1/16
Primus Knowldge 6 1/16 -1 3/16
Quintus Corp 2 31/32 0
Rainmaker Sys 1 9/32 -1/16
Remedy Corp 18 7/8 -1 1/16
Selectica Inc 24 13/16 -1 7/8
ServiceWare 2 57/64 -39/64
Siebel Systems 86 3/4 -8 5/16
Sitel Corp 2 7/8 -1/16
Support.com 10 3/8 +3/16
Sykes Enterpris 5 15/32 -11/32
Syntellect 4 7/16 -9/32
Teletech Hldgs 25 9/16 -7/16
Vignette Corp 21 13/16 -3 1/8
ViryaNet 4 15/16 -1/16
West Teleserv 25 -1 1/2
Witness Systems 16 1/16 -9/16
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