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RealMarket	196.60	-1.88%
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APAC Tel	8 15/16	-1 1/16
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Aspect Tel	32 1/4	- 7/16
Astea	5 7/8	1/16
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Calico	53	3 13/16
Clarify	112 1/16	13/32
Convergys	29 1/2	- 1/4
Davox	21	-1 3/16
eGain	41 5/8	-5 7/8
EIS Intl	5 1/4	0
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Genesys	52 5/16	- 1/8
ICT Group	11 1/8	- 1/4
IMA	3 3/4	1/16
Inference	5 5/8	0
Inter-Intel	22 3/8	1 3/8
InterVoice	18 7/8	- 1/16
Kana	188	13
Mustang	16	- 1/2
Onyx	31	1
Pegasystems	9 15/16	- 3/4
Peregrine	75 1/2	1 3/4
Pivotal	40	-4 3/4
Precision	26	2 5/8
Primus	54 1/8	-2
Remedy	45 1/2	2 7/16
SalesLogix	39 3/4	- 7/8
Siebel	81 1/16	-4 9/16
Silknet	123 1/4	-6 1/4
SITEL	6 13/16	- 1/8
Sykes	45 1/16	-1 3/4
Syntellect	2 7/8	3/16
Teletech	27 1/8	1/4
Vantive	16 3/4	3/8
West Tel	20 1/2	- 1/2
As of close 12/15/99

How to: Create a variant for a report in SAP's R/3 (4.0B)
 

HDI Tip of the Day
The ROI of Customer Loyalty Programs: “Obtaining bottom-line numbers” - To do your own ROI study and to set a target for the loyalty program, you first want to determine how much of an impact upon customer retention rates will justify the program. Look at the revenue and gross profit generated by repeat customers each year. We suggest segmenting the sales of repeat customers from new customers because loyal customers typically buy more each year. Next, look at typical customer defection rates; the percentage of customers who leave your company each year. Multiply the defection rate by the profit potential from lost customers. Now, estimate the annual cost of the customer loyalty program. Compare the cost of the program to the lost profit potential and calculate the change in defections rate that is needed to pay for the customer loyalty program. Customer Surveying, A Guidebook for the Support Service Manager, Frederick C. Van Bennekom, Dr. B.A.

 

Today's News

Octane Software Delivers Next-Generation Customer Care to Autoweb.com
Octane Software, Inc.(tm) announced that Autoweb.com, a consumer automotive Internet service, has selected the Octane Internet Relationship Management (iRM) suite to ensure that consumers and member dealers receive proper sales and customer support. The software will be used by Autoweb.com to integrate the delivery of call-center customer service, Web self-service, sales interactions, and outbound e-mail marketing campaigns among consumers, member dealers and other commerce partners. (Read More)

DecisionOne Honored by Software Support Association
DecisionOne Corporation announced that it has again been selected by the Software Support Professionals Association (SSPA) to receive one of the organization’s STAR (Software Technical Assistance Recognition) awards. For the second consecutive year, DecisionOne was chosen by the association as the Internet Service Provider of the Year. Factors influencing the decision include data which demonstrates support metrics, customer call handling performance, comprehensive service offerings and customer satisfaction resulting in customer loyalty to its service. (Read More)

Royal Caribbean Cruising Smoothly with TeleMagic
Royal Caribbean Cruise Line announces the implementation of TeleMagic as its customer relationship management (CRM) tool. Recently, Royal Caribbean merged with Celebrity Cruises to create the second largest cruise line. Royal Caribbean sells its cruise products to over 18,000 travel agencies using 16 full time telephone-based sales representatives. Each representative is responsible for maintaining a relationship with about 1,200 agencies. Royal Caribbean is the only cruise line that markets directly to agencies in this manner.

PCSupport.com Partners with Webex and FaceTime
PCsupport.com Inc. announced the addition of live support features to its eSupport portal, PC Support Center. The two new services, Email Assist and Live Assist, will allow subscribers to receive immediate help from PCsupport.com’ s support professionals. In addition, PCsupport.com will be able to fix problems by using a technology allowing the support technicians to view and actively work with the subscriber’s applications and desktop.

RealMarket Live!  New Topic Every Week

eBusiness or eLimination Speaker: David Fowler, Silknet Software Listen Now - Ready when you are!

A-R-C and Vantive Partner
Alternative Resources Corporation® announced its partnership with The Vantive Corporation. The agreement represents a joint strategy for deploying Vantive's Enterprise software throughout A-R-C's client support service operations to enable personalized help desk, deskside and field services. The agreement is an enabling factor in A-R-C's field services and help desk management capabilities: Vantive's software will synchronize information in real time between each help desk client's onsite facility and A-R-C's offsite facility, enabling users to perform a variety of IT-related support functions utilizing Vantive's self-service capabilities.

BrightStar Joins Siebel Alliance Program
BrightStar Information Technology Group, Inc. and Siebel Systems, Inc. announced that BrightStar has joined the Siebel Alliance Program as a Premier Consulting Partner. The agreement enables BrightStar to offer worldwide integration and consulting services for Siebel Systems' suite of Web-based customer relationship management (CRM) applications. The move also rounds out BrightStar's e-business offerings with the launch of the company's new CRM practice.

Onyx Announces ASPiN Global Hosting Initiative
Onyx Software Corporation announced Onyx ASPiN, a partner network for delivering hosted front office solutions. Onyx ASPiN is a select group of software, hardware and services companies working together and independently to promote and deliver a set of unique hosted offerings based on the Onyx Front Office product family. Onyx ASPiN partners include: Breakaway Solutions, Eggrock Partners, Foreshock, FPS, FutureLink, Interliant, Packeteer, StrataSource and Unisys New Zealand Ltd.

eGain Live Gives SURETRADE a 7x24 Competitive Advantage
eGain Communications announced that SURETRADE, Inc., a subsidiary of FleetBoston Financial Group, has incorporated the eGain Live real-time customer communications solution in its online brokerage site. In the competitive world of online investing, where low prices are not enough to ensure customer loyalty, eGain Live Hopes to give SURETRADE a competitive advantage by helping it deliver the same kind of immediate, personal help customers would expect to receive if they were in a broker's office. To implement as rapidly as possible, SURETRADE chose to have eGain Live hosted through the eGain Hosted Network.

Mercata Selects Quintus WebCenter Suite
Quintus Corporation announced that Mercata(TM) has selected Quintus WebCenter(TM) to provide online shoppers with multiple ways to receive personalized customer service on its e-commerce site. Mercata is an e-commerce retail site that features a group-buying service called the PowerBuy(TM). Mercata's PowerBuy service offers a limited-time buying opportunity during which online shoppers can join together to achieve volume discounts on premium name-brand products in appliances, baby, electronics, gifts and gadgets, hobbies, home and kitchen, lawn and garden, luggage, sports and fitness, tools, watches and jewelry departments. The more users who decide to purchase a specific item, the lower the price.