RightNow Unveils RightNow CRM 7.0
RightNow Technologies unveiled RightNow CRM 7.0, an on demand CRM solution for customer service, sales and marketing. By delivering actionable customer insight across departments, RightNow CRM empowers mid-sized and Global 2000 organizations to grow revenue, strengthen customer loyalty and increase operational efficiency during every customer interaction. RightNow CRM is comprised of three applications built on a common base: RightNow Service, a multi-channel customer service and support application; RightNow Sales, a sales force automation application; and RightNow Marketing, a marketing automation application.   (about RightNow)

eGain Releases 7th Generation Multichannel Service Suite
eGain Communications announced the availability of its new eGain Service 7 suite. The new release addresses the growing need for end-to-end issue handling, service fulfillment and improved first contact resolution in contact centers. It also caters to the early demand for next-generation web self-service tools that match access methods with customer preferences, stage in purchase lifecycle and inquiry types.   (about eGain)

Epicor Announces Enhancements
Epicor Software announced functional enhancements to Epicor for Service Enterprises, its Web service-based enterprise service automation (ESA) solution that provides a single source for managing and automating every aspect of the project-focused organization. In this latest release, Epicor for Service Enterprises 8.1 adds enhanced project portfolio management (PPM), contingent workforce management, and advanced collaboration and customization capabilities, all enabling greater planning, performance and execution.   (about Epicor)

			Required Reading
		Lessons Learned by a CRM Veteran    I have spent much of the past eight years working with CRM systems and have a lot of faith in the promise of the technology. But realizing that promise requires a commitment that many companies aren't prepared to make. At a previous employer, a software development company, I was actively involved as a software engineer in three different CRM implementations, although all three used the same product. (ComputerWorld) more >>
Archive of past Required Reading articles

ServicePower Releases Version 6.0
ServicePower announced the release and availability of SERVICEPower version 6.0. SERVICEPower is a workforce optimization solution that improves the efficiency and effectiveness of field service operations. It allows organizations to plan, schedule, and manage the on-time arrival of service technicians at a customer site. In addition, it provides business analytics, geographic workforce planning, and wireless communication capabilities.   (about ServicePower)

Best Software Introduces SalesLogix For Pocket PC
Best Software introduced SalesLogix for Pocket PC at the Gartner CRM Summit in Scottsdale, Arizona. SalesLogix for Pocket PC mirrors the familiar SalesLogix 6.2 user interface while delivering CRM functionality with wireless convenience. Developed with the latest in mobile technology, SalesLogix for Pocket PC is built on the Microsoft .NET framework to provide organizations with the same flexibility and rich customization capabilities they experience in the SalesLogix environment.   (about Best Software)

HDI and Polar Bear Partner
HDI announced an agreement that will enable Polar Bear Corporate Education Solutions to offer HDI's training courses for support professionals in Canada. Under the agreement, training courses that prepare service and support professionals for HDI Certification will be available through Polar Bear's more than 20 facilities throughout Canada.   (about Help Desk Institute)

Control-F1 Showcases SupportBridge Suite
Control-F1 is pleased to invite participants of SSPA Conference @ Savannah to visit booth #310 for demonstrations of SupportBridge Live Automation, SupportBridge Self Service Automation, and SupportBridge Self Healing Automation. Since the July 2004 launch of the SupportBridge suite, Control-F1 has seen gains in the areas of customer adoption and industry recognition of its distinctive support automation offerings.   (about Control-F1)

Courion Ranked Eighteenth on Deloitte List
Courion has been ranked eighteenth on Deloitte's list of the fastest growing technology companies in New England. The Deloitte Technology Fast 50 Program for New England is a ranking of the 50 fastest growing technology companies in the area by Deloitte & Touche LLP. Rankings are based on the percentage of growth in fiscal year revenues over five years, from 1999-2003.   (about Courion)