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CRM Board of Advocates Formed
Forward-Looking Organizations Unite to Grow the CRM Market via Education
Indianapolis, IN, October 27, 1999 - RealMarket Research, a market research firm dedicated to helping advance the Customer Relationship Management (CRM) market, today announced that it has assembled a group of CRM Advocates-forward-looking organizations who share an industry-wide commitment to grow the CRM market through education and research. These charter CRM Advocates represent a wide range of solutions and services providers and share a common vision, to help accelerate the maturation of the industry.The Board of Advocates will advance industry education via several RealMarket Research-hosted initiatives. First, by serving as featured speakers for hard hitting, weekly RealMarket Live! webcasts-the free, educational Internet seminar series-Advocates will address strategies, technologies and methods leading companies are employing to seize business opportunities created by emerging technologies. In addition, Advocates will contribute white papers, case studies and other "how-to" analyses to RealMarket Insights, a web-based resource for CRM practitioners. Finally, Advocates will provide thought leadership to the development of research and educational programs, including helping to define primary research to be conducted in conjunction with RealMarket programs.
The charter CRM Board of Advocates includes:
- eLoyalty Corporation
- Epicor Software Corporation
- Inference Corporation
- Knowlix Corporation
- Motive Communications
- NetManage, Inc.
- Octane Software, Inc.
- Remedy Corporation
- SalesLogix Corporation
- Serviceware, Inc.
- Silknet Software
- Support.com
RealMarket believes CRM is in the midst of a major transformation-new technologies from new solution providers are brought to market every day while existing solution providers rapidly evolve their offerings. Yet the transforming CRM market is in a classic early stage where the typical buyer is an early adopter and represents less than 5% of the potential CRM buying community. There is rampant confusion among the remainder of the buying community, the 95% that is the mainstream market. Most would-be mainstream organizations are trying to understand the CRM promise vis-à-vis both short-term and long-term strategies. But with precious few success stories and a lack of whole products, thus imposing a heavy individual burden to integrate the pieces, they sit on the sidelines awaiting a "safe" moment to adopt these new technologies. The Board of Advocates seeks to make it easier for organizations to learn how they can best leverage the CRM promise.
"As we have observed the CRM space over the last several years, we have seen the need for more education to help stamp out the confusion that has restricted the overall growth of the market," said Gary Lemke, Founder and President of RealMarket Research. "But this job is too big for one company, so we're delighted to assemble this group of visionary companies to help lead this charge."
The Board of Advocates seeks to accelerate the acceptance of CRM solutions beyond early adopters through education, awareness and example. RealMarket Research helps customer relationship organizations who are tackling the "e" challenge by recognizing the inter-relationship between CRM (unified sales, service and marketing), the 21st century contact center, and e-business.
More information about CRM Advocate companies and the company executives who are committed to this endeavor can be found at www.realmarket.com/live/advocates.html. Additional information about RealMarket Live!, including the calendar of scheduled webcasts for the remainder of 1999, can also be found at www.realmarket.com/live.
About RealMarket Research
RealMarket Research is a market research and intelligence firm dedicated to helping advance the Customer Relationship Management market through research and education. The company publishes RealMarket Today!, a daily email that covers news and financial information for the CRM industry and reaches over 30,000 readers daily. RealMarket Research, with Customer Support Management Magazine, is also a co-sponsor of the annual Users' Choice Awards, the only CRM product recognition program based on user analysis. RealMarket Research is headquartered in Indianapolis, Indiana.
About eLoyalty
eLoyalty is a global business consulting and systems integration organization focused exclusively on building customer loyalty. eLoyalty delivers the proven proficiencies, technologies and business practices that span the full spectrum of a company's operations including the Internet, call centers, marketing channels, sales force optimization, customer service, and field service and logistics. eLoyalty was named the 1999 Solutions Integrator of the Year by Solutions Integrator Magazine as part of their SI Impact Awards. With offices throughout North America, Europe and Australia, the 600-plus employee organization is a division of Technology Solutions Company (NASDAQ: TSCC). TSC has announced its intention to spin the eLoyalty business off into a separate company in the first quarter of calendar year 2000. For further information, visit eLoyalty's Web site at www.eloyaltyco.com.
About Epicor Software Corporation
Epicor (NASDAQ: EPIC), the company formed following the merger of Platinum Software and DataWorks, is the largest enterprise software supplier focused exclusively on the real-world requirements of midmarket companies. Epicor delivers business performance solutions that enable companies to automate on their own terms and outperform their competition by capitalizing on customer relationships, without the risks and upheaval of conventional enterprise resource planning (ERP) systems. Founded in 1984, Epicor is ranked among the industry's ten largest enterprise business solutions providers by industry analysts, with more than 10,000 enterprise customers worldwide. Epicor is headquartered in Irvine, California and employs over 1,600 employees globally. More information about Epicor, its products and services is available at www.epicor.com.
About Inference
Inference Corporation (NASDAQ: INFR) is a leading provider of software and services for customer relationship management and e-Commerce. Inference's k-Commerce product family leverages a company's knowledge, integrating personalized, one-to-one, sales, service and support across the Web and the Contact Center. Inference helps companies raise customer care to the next level while taking e-commerce beyond the transaction. Headquartered in the San Francisco Bay area, with international headquarters near London, England, Inference supports its customers from offices throughout North America, Europe and Asia Pacific through a global professional services organization. For further information, contact Inference at 415-893-7200, send an e-mail to info@inference.com or visit www.inference.com.
About Knowlix Corporation
Knowlix is a leading provider of complete end-to-end knowledge management solutions for help desks and customer support centers. The iKnow™ family of software integrates with popular call management systems so support technicians can find answers to customer questions without leaving their workflow. And iKnow software lets users access multiple knowledgebases at once and capture new support knowledge real-time. Knowlix customers include Autodesk, Canon, Energizer, Franklin Covey, GTE, Kronos, Lockheed-Martin, Tiffany & Co., Unisys and others. For more information, visit http://www.knowlix.com or call 800-733-2019.
About Motive Communications, Inc.
Motive Communications is a dynamic, fast-growing software company on a mission -- help its customers leverage the power of the Internet to cut $25 billion in waste out of high-tech support by the year 2005. Motive's unique approach, e-support networking, uses the Internet to revolutionize post-sales support of digital products, enabling companies to reduce support costs, improve customer satisfaction and increase customer loyalty. The de-facto standard for e-support, Motive's solution is used by leading companies in various business segments including Compaq, CompuCom, Dell, Gateway, Kmart, Intuit, JD Edwards, MCI, Merrill Lynch, Microsoft, Netscape, PeopleSoft, SAIC and Visa. Motive was founded in May 1997 and is backed by $31.2 million in funding from Accel Partners, Attractor Investment Management, Austin Ventures, Hambrecht & Quist, Palantir Associates, Pivotal Asset Management and SSM Venture Partners. Motive can be reached at (512) 339-8335 or on its Web site at http://www.motive.com.
About NetManage
NetManage, Inc. (NASDAQ: NETM), founded in 1990, is a leading single source for web-to-host connections via Java or ActiveX, and for server-based thin-client and thick-client software, connecting desktop PCs to UNIX, IBM AS/400 and mainframe computers. The company's Emerging Technology product line includes a new standard in application sharing and remote access over the Internet as well as a real-time, Internet-based customer support tool that dramatically reduces the time required to solve problems. NetManage sells and services products worldwide through its direct sales force, international subsidiaries and authorized channel partners. For more information, connect to www.netmanage.com, send e-mail to info@netmanage.com, or call 978.946.5000 (Eastern Time) or 408.973.7171 (Pacific Time).
About Octane Software
Octane Software, Inc. is the leading provider of customer care solutions for the Digital 1000. Founded in 1997 by a team of front office industry experts, Octane is focused exclusively on helping its Digital 1000 customers use real-time, interactive customer care to compete in the new e-business economy. With its extensive experience in front office and e-business implementations, and patent-pending technologies, Octane is uniquely qualified to address the needs of the Digital 1000. Headquartered in San Mateo, Calif., with sales offices in Atlanta, Boston, Chicago, Dallas, and London, Octane can be reached toll free at 1-877-4OCTANE, via e-mail at info@octanesoftware.com, or on the Web at www.octanesoftware.com.
About Remedy
Headquartered in Mountain View, California, Remedy (NASDAQ: RMDY), is the leading provider of adaptable enterprise applications and complete solutions for IT Service Management, Customer Relationship Management and Employee Workplace Automation. Remedy delivers the fastest solution deployments available today, which means the average Remedy customer enjoys complete implementation in about 45 days - as opposed to one year for competing products. Over 60% of the Fortune 100 companies use Remedy products, and Remedy applications are deployed at more than 7,200 customer sites in over 70 countries. Remedy, its partners and its customers can quickly adapt the robust out-of-the-box functionality of Remedy solutions as business requirements change. This lets organizations establish a competitive advantage by responding rapidly - and cost-effectively - to opportunities. More information on Remedy, its products and services is available on the company's Web site at www.remedy.com .
About SalesLogix
SalesLogix (NASDAQ: SLGX), is a leading provider of front office and e-commerce software for mid-market companies. The Company's products create interactive selling networks that dynamically connect mobile sales, internal telesales, marketing and support organizations as well as third party resellers, supply chain participants and other partners. SalesLogix solutions support all selling channels and operate across a variety of platforms, including the Internet, Windows-based desktops and laptops, and PDAs. To date, over 1,500 customers have licensed SalesLogix software. Headquartered in Scottsdale, Arizona, SalesLogix can be found on the World Wide Web at http://www.saleslogix.com/.
About ServiceWare Inc
ServiceWare is an Internet software and content company that helps companies strengthen customer relationships and grow business by leveraging the power of knowledge. ServiceWare's Business Knowledge Applications map to any customer interaction point across the enterprise to enact strategies for sales, service and support, including self-support for e-business.
With more than 4,000 organizations as customers, ServiceWare leads the problem resolution market today and is defining the future of Business Knowledge Applications. ServiceWare's corporate customers include: Microsoft Corporation, Merrill Lynch, Hewlett-Packard, Pfizer Pharmaceuticals, Bear Stearns, Compaq Computer, Acer Inc., FORE Systems, Lucent Technologies, Toys 'R Us, MCI WorldCom, Marriott, Data General, Texas Instruments, DecisionOne, EDS, Hughes Network Systems, Johnson Controls, Raytheon, Canon USA, Prudential Insurance, CDW Computer Centers, Inc., Northeast Utilities, Kimberly-Clark, Fourth Shift, Stream International, McKesson HBOC, Sulzer Textil, Tenneco, Toshiba of Canada, Ingram-Micro, United Messaging and Yamaha Corporation of America, among others, as well as prominent universities and government agencies.
About Silknet Software
Silknet Software (Nasdaq:SILK) provides the industry's leading customer-centric e-business applications and systems for Global 2000 and dot.com companies such as Office Depot, Microsoft, Priceline.com, Beyond.com, Sprint, Utility.com, Inacom, KPMG and Bell Advanced Communications. Built from the ground up with Web technologies and standards, Silknet's software allows companies to build strong customer relationships through personalized marketing, sales, electronic commerce and customer support services. Silknet's approach integrates all customer interactions and data whether across the Web, by phone, through e-mail or in person, providing the company's agents, partners and the customers with a single view of their relationship. Silknet is headquartered in Manchester, N.H., with offices across North America and in Europe. Additional information can be obtained on the World Wide Web at http://www.silknet.com or by calling Silknet at (603) 625-0070.
About Support.com (Formerly Tioga Systems, Inc.)
Support.com is a market leading provider of eSupport solutions. The company's Internet support infrastructure enables businesses and support providers - such as Enterprise IT, PC vendors, ISPs, and ASPs - to support any computer user automatically and via the Web. Support.com pioneered and patented DNA Probe™ technology which uniquely reduces the inefficiencies of traditional technical support. Leading edge companies like Excite@Home, Bear Stearns, Hambrecht & Quist, Micron Electronics, Albertson's, and CompuCom are using Support.com to drive down support costs and gain a competitive advantage in their markets through the combination of problem prevention, active self-service, and automated assisted service. For more information about Support.com's Internet support infrastructure, call us at 650-556-9440 or visit our Web site: www.support.com.
For more information, please visit Real Market on the Internet at http://www.realmarket.com or contact RealMarket Research at 317.816.0677.
RealMarket Today! and RealMarket Live! are trademarks of RealMarket Research. All other companies, products or services mentioned herein are trademarks of their respective companies.
Editorial Contact:
Gary Lemke
RealMarket Research
317.816.0677
glemke@realmarket.com
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