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Study Reveals Need for Effective Sales Knowledge Management
Based on input from over 100 firms with $100 million or more in revenues, the CSO Insights study revealed the number one sales knowledge management challenge companies face is developing a continuously evolving process that adapts as the sales environment changes and 77% of participants cited that changes in each customer's marketplace were increasing significantly, however only 37% said that they have the appropriate tools in place to keep pace with those changes. Also, 52% of participants indicated that in order to be successful, they need processes in place to make it easier for representatives to access information in systems (CRM, portal, contact management systems, etc.)
Norstan Chooses The Primary Matters Guide
The Primary Matters Guide has been selected by Norstan Communications as the tool for use in internal planning and analysis within their Customer Solutions Center. Norstan will use The Guide to project staffing needs for its Customer Solutions Center's 135 employees. (about Primary Matters)
NewRoad Software Announces Autobahn
Unlike other Change Management solutions, Autobahn is designed around a Configuration Management database, which scales with your organization as you expand your BPM from the IT Service Management realm into other business processes such as Human Resources, Procurement, Contract Management, or Project Management. The Change Management/Business Process Management software is designed for the Enterprise and Mid-market spaces.
RightNow Signs More Than 30 Email Marketing Customers
RightNow Outbound customers include Skechers USA, Miami Dade College, Paddy Power plc, The Dow Chemical Company, Beretta USA, Conklin Company, DYMO, and Rainbow DBS, a subsidiary of Cablevision Systems Corp. RightNow Outbound allows marketers to deliver permission-based, revenue-generating email marketing campaigns and customer service organizations to proactively address service-and-support issues. (about RightNow)
One-to-One Service.com Releases iService 3.0
iService allows customers to find answers to their questions, routes and automatically responds to customer e-mail, and provides a view of customer interactions through a web-based interface. iService now allows agents to send individual emails to any customer through its intuitive web interface. All messages, tickets, and agent notes are now contained within cases to simplify reviewing customer call history.
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Required Reading |
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Data-Driven Hospitality
Hilton's customer-data system tells the people who need to know who the best--and occasionally the worst--customers are. It's the reason Hilton, during one of the industry's worst downturns in decades, piled $50 million into a custom-built customer-information system that since late last year has been integrated to cover 22 million guests in every property across eight brands that Hilton owns. Learn how Hilton is using new technology to improve the customer experience.
(InformationWeek)
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Archive of past Required Reading articles |
Penn State University AERS Department Selects FootPrints
UniPress Software announced that the Agricultural Economics and Rural Sociology (AERS) Department at Penn State University has selected FootPrints to centralize its IT support operations. Through the use of FootPrints, the IT center at AERS established a centralized service desk to support faculty and staff members and graduate students within the department, which studies the agricultural industry using the latest technology and statistical analysis. (about UniPress)
Barracuda Networks Achieves Sales Growth with salesforce.com
Barracuda Networks has grown its business 40 percent month over month using salesforce.com's CRM service. A customer since November 2003, Barracuda Networks selected salesforce.com for its customization, ease of integration with back-end systems, and on demand application development environment.
Sento to Create New Spanish Speaking Call Center
The initial center will have a one-shift capacity of 250 agents; however, Sento estimates that total growing to as many as two centers and a total of 750 agents by the end of next year. Key to the new initiative is that Sento is looking to hire agents who speak Spanish as their primary language.
American Medical Response Selects Business Objects
AMR purchased BusinessObjects Dashboard Manager and BusinessObjects Performance Manager to provide performance management dashboards and business analytics to executives and managers across North America. The dashboards powered by Business Objects solutions benefit AMR by providing the company with an in-depth look into operations, customer service, and company profitability.
NCR Self-Checkout Reads RFID and Bar Codes
METRO Group has installed a self-checkout from NCR Corporation. NCR FastLane is the world's first self-checkout solution with an integrated RFID reader. In its current implementation, the hybrid self-checkout deactivates the merchandise security function of the RFID tag during the scanning process, thus enabling the customer to exit the store without triggering a security alarm.
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| Stock Index |
| RealMarket |
30.00
|
2.69%
|
| Stock Index: | Tell me more |
| Dow Jones | 9,814.66 | -0.01% |
| Nasdaq | 1,774.64 | -0.13% |
| S&P 500 | 1,065.22 | 0.12% |
|
| Amdocs | 19.47 | -.53 |
| APAC | 1.79 | -.05 |
| Apropos | 3.12 | .08 |
| Ask Jeeves | 23.95 | -.53 |
| Aspect | 7.94 | -.01 |
| Astea | 7.35 | .00 |
| ATG | .89 | -.03 |
| AVAYA | 13.08 | -.05 |
| Blue Martini | 2.71 | .03 |
| Broadvision | 2.15 | -.11 |
| chinadotcom | 4.88 | -.29 |
| Chordiant | 2.32 | .01 |
| ClickSoftware | 1.44 | -.05 |
| Convergys | 12.63 | .20 |
| E.piphany | 3.64 | .04 |
| eLoyalty | 6.20 | -.20 |
| Epicor | 10.70 | -.13 |
| eOn | 1.11 | -.01 |
| Firstwave | 1.53 | -.07 |
| Group 1 | 22.98 | .00 |
| HP | 19.88 | -.02 |
| ICT Group | 8.69 | -.07 |
| Interact Intell | 4.20 | -.18 |
| Interv Brite | 7.46 | -.46 |
| KANA | 1.35 | -.03 |
| LivePerson | 2.11 | -.07 |
| Motive | 8.00 | .28 |
| NCR | 43.03 | -.04 |
| NICE | 18.90 | -.70 |
| Nortel Networks | 3.51 | -.08 |
| Onyx Software | 3.38 | -.31 |
| Oracle | 10.37 | .18 |
| Pegasystems | 6.16 | -.15 |
| PeopleSoft | 16.25 | .28 |
| Primus | 1.03 | .03 |
| Rainmaker | 1.35 | -.15 |
| RightNow | 7.29 | .24 |
| salesforce.com | 10.99 | .22 |
| SAP | 37.74 | -.18 |
| Selectica | 3.68 | .03 |
| Sento | 5.79 | -.06 |
| ServiceWare | .45 | .05 |
| Siebel | 7.23 | .05 |
| Sitel | 1.78 | -.01 |
| SPSS | 13.35 | 1.07 |
| SupportSoft | 8.52 | -.10 |
| Sykes | 4.75 | -.02 |
| Tekelec | 17.30 | -.01 |
| Teletech | 8.39 | .06 |
| Verint | 29.55 | -.41 |
| Vignette | 1.25 | -.06 |
| ViryaNet | 3.02 | -.07 |
| West Tel | 23.94 | .47 |
| Witness | 12.11 | .27 |
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| As of close
08/09/04
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Call for Entries
Call for User Judges
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