FrontRange Launches New Version
FrontRange Solutions announced the availability of HEAT Service & Support 8.0. The new version of the HEAT service management solution provides customers with an evolution towards a business activity view of service and support and features significant enhancements like an updated user interface and new and improved service level and change management capabilities. (about FrontRange)
KANA Holiday Survey
KANA announced that it has completed its annual consumer holiday survey, which revealed that effective self-service is becoming even more critical to retailers. The survey pointed out that customers would not hesitate to take their business to another Web retailer if they could not find answers to their questions quickly and easily online.
Network Appliance Selects ePeople
ePeople announced that Network Appliance has chosen ePeople Teamwork to solve customer support issues more efficiently ensuring mission-critical business continuity. ePeople Teamwork, which integrates with NetApp existing CRM and KM investments provides the tools required to realize the next level of improvement in resolution time, productivity and response quality.
Intervoice Alliance With Contact Solutions
Intervoice announced an alliance with Contact Solutions as a key component in Contact Solutions' delivery strategy that provides faster, more flexible automated contact management solutions to the Fortune 500 marketplace. Through the alliance with Intervoice, Contact Solutions' clients will keep in touch with their customers, prospects and business partners better, faster and with greater user satisfaction.
BroadVision Powers New Commerce Portal
BroadVision announced that Travellink has upgraded its innovative travel site to BroadVision One-To-One Commerce 7 to take advantage of the features and functionality in BroadVision's latest commerce application and to build on the success of their previous BroadVision-powered e-commerce site. The site provides 24-hour access to best prices and availability information covering 500 airlines, 60,000 hotels and 15 rental car companies.
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Customer Value Management Sins Can be Costly
This article defines the seven deadly sins of customer value management (outdated practices that prevent companies from reaching their full potential), outlines specific steps companies can take to mend their ways and provides real-world examples of company success stories in a variety of industries, including financial services, telecom, entertainment and retailing.
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Archive of past Required Reading articles |
RightAnswers Continues Growth
RightAnswers announced the addition of more than 100 new customers in the third quarter of 2003. New customers include large corporations, major education institutions, and government organizations such as Bank of America, CIBC World Markets, Charlotte Observer, Federal Drug Administration, Key Bank, Pfizer, Rust Oleum Corporation, and Sandia National Laboratories. (about RightAnswers)
Salesnet Forges OEM Partnership
Salesnet and Encoda Systems announced an original equipment manufacturer (OEM) partnership. Under the new partnership, Salesnet's private label online CRM application has been integrated into Encoda's MediaExec CRM software system and will be marketed to 137,00 sales professionals in Encoda's existing customer base.
RightNow Doubles European Field Organization
RightNow Technologies announced plans to double its European field organization in response to a growing demand for its customer service and support solutions. This expansion follows RightNow's earlier announcement of its plans to double its North American field organization. Both expansion plans are being completely funded from operating cash flow. (about RightNow)
E.piphany And Concerto Form Alliance
E.piphany and Concerto Software announced a marketing alliance to offer telesales organizations a solution for increasing the productivity and effectiveness of outbound telesales campaigns and maintaining compliance with federal regulations. Customers who license the E.piphany TeleSales software solution and Concerto Software's Unison or EnsemblePro solution will enable their telesales organizations to better coordinate and execute marketing campaigns and outbound call queues with customer profile and order management processes.
ServiceWare Joins Consortium
ServiceWare Technologies announced that it has joined the Consortium for Service Innovation, a national, non-profit alliance of customer service organizations that are working together to solve industry-wide challenges. The Consortium's goal is to develop new strategies, models and standards that advance customer service and interaction. (about ServiceWare)
Best Software Appoints General Manager
Best Software announced the appointment of Jon Van Duyne to the position of Senior Vice President and General Manager of the Best Software CRM Solutions Business Unit, comprised of the SalesLogix product line. Prior to joining Best Software in the United States, Van Duyne served as Managing Director for Sage CRM Solutions, which are the Europe, Middle East and African (EMEA) business regions for both the ACT! and SalesLogix product lines. (about Best Software)
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