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Company Politics Can Kill CRM
Forget about the technology and the vendors; according to a Gartner analyst, botched CRM is usually a victim of politics. Speaking at TechTarget's inaugural CRM Technology Decisions conference, Scott Nelson painted a picture of a business practice wrought with more politics than a heated campaign on the eve of Election Day. Dooming CRM are internal tugs of war over customer ownership, disenfranchised executives, and customer contact channels that don't communicate with one another, Nelson said. more »

ACT! For Web Announced
Best Software introduced ACT! for Web, an online contact management and sales force automation solution offering all the key benefits of the ACT! for Windows product, over the Web for a one-time fixed price of just $249.95 per user. ACT! for Web offers installation, data sharing among workgroups, and unlike other web-based sales force automation products, ACT! for Web also allows small businesses to keep all of their critical customer information within their own network. more »

Vocus Launches Analytics Software
Vocus announced the release of Vocus Analytics, a software product that helps corporate communications professionals measure the performance of communications campaigns. Vocus Analytics helps organizations evaluate the adoption of corporate and product messaging, identify new publicity and brand-building opportunities, benchmark communication effectiveness against the competition and identify competitive threats.

Kodak With Broad Daylight
Broad Daylight announced that Eastman Kodak surpassed 2 million answers provided online using Broad Daylight's e-service solutions. Kodak has standardized on Broad Daylight's online service and knowledge management software, Broad Mind, to provide a quality customer service experience at Kodak.com. more »

Optus XYZed Sees Success With Siebel
Siebel Systems announced that Optus XYZed has reduced provisioning time by 25 percent for its broadband digital subscriber line (DSL) services. In only 12 months, Australia's leading wholesale broadband provider increased revenue and reduced connection costs through its Siebel Communications customer order management and service fulfillment application. more »

TechExcel Announces DevTrack 5.1
TechExcel announced the release of DevTrack 5.1. This release provides many exciting new features and enhancements including a new Web portal for beta customers, support for Web server load-balancing, and automated installations and upgrades.

Primus Distinguished
Primus announced that the company was distinguished by KMWorld magazine as one of the "100 Companies that Matter in Knowledge Management in 2003." This listing was compiled by the publication's editorial team and identifies organizations that are leading the way in the knowledge economy. more »

Firepond Reports Financial Results
Firepond announced results for its first quarter ended January 31, 2003. For the first quarter, Firepond reported total revenue of $3.8 million as compared to $4.4 million in the prior quarter and $7.5 million for the same period in the prior year. more »

ICM With SER
SER Solutions announced a new contract with International Community Marketing (ICM) in Florida for two new Call Processing Systems (CPS). ICM purchased the new CPS systems to replace the competitor Davox/Concerto systems in their Houston contact centers, and also upgraded two other existing CPS systems in their Orlando contact center by adding SER's telephony services platform. With CPS's predictive dialing capabilities, ICM will further enhance its specialized customer contact and Pay for Performance programs.

HomeDirect USA With Salesnet
Salesnet announced that HomeDirect USA has fully implemented Salesnet to support its national sales organization. Peter Riddell, vice president of sales and marketing at HomeDirect USA, and his team found that Salesnet was the only Web-based SFA solution that could model and reinforce multiple sales processes.

SupportSoft Addition To Board Of Directors
SupportSoft announced that James Thanos has joined its Board of Directors. Thanos was most recently Executive Vice President and General Manager of Worldwide Field Operations at Broadvision, where from 1998 through 2000 revenues grew from $27 million to $414 million. more »

• CentrPort And Teradata Partner
  
• SuPartner With Interactive Intelligence