• June 01, 2006 01 Jun'06

    No excuse for CRM analytics excuses

    With companies as cost-conscious as ever, proponents of CRM analytics must have answers for the critics. Gartner provides them.

  • May 26, 2006 26 May'06

    SAP CRM sweetens Wrigley's trade promotion

    An image overhaul, coupled with trade promotion management tools from SAP, has boosted the Wrigley Company to the top of the confectionery market.

  • May 25, 2006 25 May'06

    Tutorials: Sony's new Internet marketing secret

    Sony is building customer community and brand loyalty, and boosting sales, with the help of online tutorials.

  • May 22, 2006 22 May'06

    RightNow acquires Salesnet for SFA

    Salesnet's sales force automation will combine with RightNow's service applications to provide one on-demand CRM product, executives said.

  • May 18, 2006 18 May'06

    SAP marries CRM on-premise to CRM on-demand

    The new hybrid option will allow customers to start quickly with the hosted option and gradually move to on-premise with the same user interface.

  • May 17, 2006 17 May'06

    Measuring agent retention translates to the bottom line

    With agent turnover still a significant concern, contact centers need to make agent retention a measurable goal.

  • May 15, 2006 15 May'06

    Infor to combine with SSA Global

    The combination of the two companies will create the world's third-largest business application vendor.

  • May 10, 2006 10 May'06

    Self-service search provides the answers for Humana

    A natural language query tool has policy holders helping themselves while also linking to the healthcare provider's IVR.

  • April 28, 2006 28 Apr'06

    NICE buys IEX, Performix

    NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.

  • April 27, 2006 27 Apr'06

    Marketers losing touch with customers

    Marketers may be adopting customer-centric strategies, but they're not connecting directly with customers, a CMO Council study finds

  • April 20, 2006 20 Apr'06

    Moving customer data quality upstream

    Companies should move data quality controls "upstream" to save money, retain customers, and mitigate clean-up efforts, one expert says.

  • April 19, 2006 19 Apr'06

    Earthlink's customer service strategy starts with employees

    Internet service provider Earthlink has made superior customer service a primary part of its corporate strategy by empowering its employees to "do whatever it takes."

  • April 08, 2006 08 Apr'06

    Update: Microsoft acquires analytics vendor ProClarity

    Microsoft announced plans yesterday to acquire ProClarity, an analytics vendor it hopes will bolster its business intelligence platform.

  • April 06, 2006 06 Apr'06

    NetSuite goes to 11

    The SaaS CRM/ERP vendor adds new customization capabilities, vertical flavors, and AJAX-enhanced reporting.

  • March 24, 2006 24 Mar'06

    Speech analytics: Invest now or wait?

    Contact center speech analytics are catching on. Industry expert Donna Fluss of DMG Consulting predicts a 120% growth rate for this burgeoning market in 2006.

  • March 22, 2006 22 Mar'06

    Hybrid CRM deployments trickle in

    Despite the benefits cited by analysts and vendors alike, companies deploying both on-demand and on-premise CRM are few and far between.

  • March 21, 2006 21 Mar'06

    CRM service providers found lacking, Forrester offers selection advice

    A recent survey found that many firms would not recommend their professional CRM service providers. Forrester offers tips on how to find the right partner.

  • March 14, 2006 14 Mar'06

    Blue Cross makes healthy call with speech-enabled IVR

    The Northeastern Pennsylvania unit has managed to deflect routine customer calls to automated responses and free agents up for more complicated questions. The technology is also improving agent performance and call analysis.

  • March 02, 2006 02 Mar'06

    Marketing suites miss the mark

    Forrester ranked the top marketing automation vendors but found that none have a comprehensive platform.

  • February 22, 2006 22 Feb'06

    The 'year of the customer' in the contact center

    An annual benchmarking study of over 350 contact centers across the globe indicates that many are shifting their focus from cost cutting to improving the customer experience.

  • February 21, 2006 21 Feb'06

    Should Siebel customers expect a hike in CRM support costs?

    Oracle boasts PeopleSoft and J.D. Edwards customers are happier with maintenance and support since it acquired them, but does their satisfaction have a hefty price tag? Siebel customers could soon find out.

  • February 06, 2006 06 Feb'06

    CompUSA turns product reviews into customer insight

    Using a hosted application, the computer retailer is using reviews to increase loyalty and improve its site.

  • February 03, 2006 03 Feb'06

    SAP launches on-demand CRM

    SAP announced its CRM on-demand offering, targeting many of its own customers in the upper midmarket with a subscription-based model that integrates into SAP back end systems.

  • February 01, 2006 01 Feb'06

    Siebel's reign ends as shareholders approve acquisition

    Siebel's shareholders approved Oracle's acquisition of their company, further shrinking the number of enterprise CRM vendors and setting up a battle between SAP and Oracle.

  • January 18, 2006 18 Jan'06 invites partners to its hosted party

    The company unveiled its partner tool environment that it hopes will extend the scope of the on-demand model beyond just CRM.

  • January 17, 2006 17 Jan'06

    Customer data leaks and losses abound

    Whether it was a government Web site exposing sensitive data or a bank losing with 90,000 customers' Social Security numbers, the past week saw plenty of data security snafus.

  • January 17, 2006 17 Jan'06

    North American outsourcing to rebound

    Backlash against offshore contact centers, new technology and distinct offerings is making North American outsourcers price-competitive again.

  • December 28, 2005 28 Dec'05

    Big moves for Oracle in 2005

    It was a year of mostly ups for Oracle, as the company blazed a trail of acquisitions throughout the IT industry. And experts predict more of the same for 2006

  • December 23, 2005 23 Dec'05 downtime comes at worst time

    A $50 million initiative planned for imminent release would offer a mirrored data center and prevent service interruptions.

  • December 21, 2005 21 Dec'05

    Unica snaps up MarketSoft

    The marketing technology vendor will add MarketSoft's event detection and lead management system to its campaign management tools.

  • December 20, 2005 20 Dec'05

    Accounting firm sweetens the deal with SugarCRM

    BDO Seidman will deploy a limited functionality version of SugarCRM to up to 9,000 independent CPAs and consultants.

  • December 15, 2005 15 Dec'05

    Forrester reveals CRM's best practices

    While some of the steps may not come as a surprise, a recent study shows that companies are finding CRM success.

  • December 14, 2005 14 Dec'05

    Firm ties bonuses to data quality

    With sales, customer records, quality assurance and reporting all relying on the CRM system, one company has tied its bonus structure to data accuracy.

  • December 14, 2005 14 Dec'05

    IBM dives into unstructured data

    Big Blue has unveiled new software for SMBs that want to get more out of unstructured information, such as call center notes, e-mails and printed documents.

  • December 13, 2005 13 Dec'05

    Eliminating the disaster in disaster planning

    Research shows North American contact centers are among the world's least prepared for disasters. One New Orleans center explains how its date with disaster was narrowly averted.

  • December 08, 2005 08 Dec'05

    Contact centers average a D+

    A recent study found a significant gap between what customers think is important and what contact centers think.

  • November 30, 2005 30 Nov'05

    Honda revs up its survey strategy

    With one centralized system for leveraging customer feedback Honda is aligning sales, marketing and human resources behind customer feedback.

  • November 21, 2005 21 Nov'05

    Intervoice bulks up IVR with Edify buy

    The combined company will focus on multi-channel voice applications.

  • November 08, 2005 08 Nov'05

    Bringing marketing into the contact center

    Combining the contact center and marketing departments has helped HCI Direct improve retention and upsell with its Silkies line.

  • October 19, 2005 19 Oct'05

    Siebel: Analytics held key to future

    Siebel's CEO had hoped to bring the company back to dominance on the strength of its analytics. With the pending Oracle acquisition, others hope it survives.

  • October 19, 2005 19 Oct'05

    Data management market heats up

    Thanks to compliance concerns, scattered data and integration difficulties, the market for master data management will exceed $10 billion, according to IDC.

  • October 07, 2005 07 Oct'05

    Microsoft scoops up speech technology

    The assets of Unveil Technologies will help expand Microsoft's influence in the call center market.

  • October 06, 2005 06 Oct'05

    The decision maker's guide to contact center quality management

    Contact center industry expert Donna Fluss of DMG Consulting reviews 11 vendors in this exclusive report exploring the quality management and liability recording market.

  • September 21, 2005 21 Sep'05

    Oracle-Siebel deal shakes up CDI world

    Which will win out in the contest between Siebel's Universal Customer Master and Oracle's Customer Data Hub?

  • September 13, 2005 13 Sep'05

    A happy agent is a productive agent

    The direct link between employee satisfaction and customer satisfaction is often ignored, particularly in the contact center, but that is starting to change.

  • September 07, 2005 07 Sep'05

    Creative Labs caters to customers

    The digital entertainment provider turned to email and online support to increase efficiencies in its contact centers.

  • August 31, 2005 31 Aug'05

    CDI pays off for early adopter MetLife

    One of the earliest adopters of customer data integration (CDI) technology, MetLife has learned that cultural change can facilitate a unified view of the customer.

  • August 23, 2005 23 Aug'05

    Firms measured on customer privacy

    Online customer privacy hasn't been a high priority for many organizations, but some top companies are taking it seriously. A recent survey names the top firms.

  • August 09, 2005 09 Aug'05

    Open source CRM a convenient alternative

    Open source CRM is catching on. Three companies explain why cost, customizability and convenience make the open source model a good fit for their CRM projects.

  • August 04, 2005 04 Aug'05

    SSA Global buys into CRM with Epiphany acquisition

    SSA Global will initially focus on selling Epiphany CRM to its existing customer base and that could spell bad news for Epiphany customers, according to one analyst.

  • August 03, 2005 03 Aug'05

    IBM to buy DWL

    Big Blue is diving deeper into the CDI market, following its purchase of Ascential Software with the acquisition of DWL.

  • July 27, 2005 27 Jul'05

    Siebel maintains leadership as earnings slip

    Despite a run of poor financial quarters, Siebel is still tops in enterprise CRM, according to a study from Forrester. SAP, Oracle and Amdocs are close on its heels.

  • July 21, 2005 21 Jul'05

    Business Objects buys into budgeting

    With the acquisition of SRC Software for $100 million, Business Objects has rounded out its product portfolio with financial planning and performance management.

  • July 19, 2005 19 Jul'05

    Data quality market consolidating

    With the purchase of Evoke Software, Similarity has its eye on the North American data quality market.

  • July 12, 2005 12 Jul'05

    Chrysler gives self-service a tune-up

    A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.

  • July 12, 2005 12 Jul'05

    Career path a hidden trail for call center agents

    New research finds that many call centers fail to offer agents a well-defined career path or flexible pay plans.

  • July 05, 2005 05 Jul'05

    Concerto merges with Aspect

    UPDATE: The two contact center vendors are combining into one private company in a $1 billion deal.

  • June 30, 2005 30 Jun'05

    BellSouth calls up new search tool

    After BellSouth's recent extreme "search makeover," it's now easier to find both online self-service and happy customers.

  • June 29, 2005 29 Jun'05

    Click here, I'll call you right back

    An emerging technology, click-to-callback, is helping companies better leverage true multi-channel communication by reaching out to online consumers via the phone.

  • June 22, 2005 22 Jun'05

    Should change its name?

    A year after going public, has turned its attention beyond being a simple SFA tool and toward a complete on-demand system.

  • June 22, 2005 22 Jun'05

    There is no single view of a customer

    Many have touted "a single view of the customer" as the secret to customer profitability. But it is a lot harder than it seems. columnist Tom Redman explains why organizations shouldn't get too carried away with the concept.

  • June 15, 2005 15 Jun'05

    Aprimo buys DoubleClick marketing units

    DoubleClick continues to be sold off as marketing technology vendor Aprimo scoops up the SmartPath and Ensemble products.

  • June 07, 2005 07 Jun'05

    Differentiate a satisfied customer from a loyal one

    Diebold, a provider of ATMs and security systems, undertook a revamped loyalty program and turned loyalty into revenue.

  • June 06, 2005 06 Jun'05

    Text mining: A golden opportunity for HP

    The deep insight text mining promised years ago never quite emerged, but some companies are finding success using it on customer data. HP is one.

  • May 31, 2005 31 May'05

    Is open source CRM right for you?

    The five most critical issues to consider when sizing up open source CRM.

  • May 25, 2005 25 May'05 preps new Customforce tool, inks 5,000-seat deal

    With a new release of its customization tool and its biggest deal yet, is out to prove critics wrong -- Customforce can work in the enterprise.

  • May 23, 2005 23 May'05

    Philips keeps reins on CRM

    When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.

  • May 18, 2005 18 May'05

    Self-service scored in recent ranking

    A new ranking system attempts to sort out the leaders in the self-service market.

  • May 16, 2005 16 May'05

    Detroit Medical makes a healthy call

    Skills and business rules routing has helped Detroit Medical's contact center improve efficiency while handling multiple channels.

  • May 05, 2005 05 May'05

    The secret to BI success

    With all the hype and promise of business intelligence, Gartner said organizations need to establish competency centers to get the most out of their investment.

  • May 02, 2005 02 May'05

    NetSuite adds to tool with CRM+

    With order management, partner management and Web analytics, the company is targeting larger customers.

  • April 29, 2005 29 Apr'05

    Report: Siebel in talks with Oracle

    A financial report sent Siebel stocks up when it revealed that the company is in acquisition talks with Oracle.

  • April 26, 2005 26 Apr'05

    Onyx focuses on BPM

    With its analytics release and a new BPM application announced today, Onyx is taking aim at business processes.

  • April 20, 2005 20 Apr'05

    Microsoft Excel: The king of BI

    Consider the Microsoft Excel dilemma: BI users love it, IT departments hate it and BI vendors are competing with it. What's a business to do? Columnist Rick Sherman has some suggestions -- and banning spreadsheets is not one of them.

  • April 19, 2005 19 Apr'05

    Relationships beyond customer relationships

    As companies begin to invest heavily in customer data integration (CDI) technology, they need to consider the hierarchy of relationships.

  • April 13, 2005 13 Apr'05

    Lawrie out as Siebel CEO

    Following a disappointing quarter, Siebel Systems CEO Mike Lawrie is being replaced after less than a year on the job.

  • April 12, 2005 12 Apr'05

    Making the virtual call center a reality

    Technology has advanced to make a contact center of home-based agents possible. However, companies need to prepare carefully for the transition.

  • March 29, 2005 29 Mar'05

    Making sense of marketing investments

    As marketing organizations face both internal and external pressure to reduce costs and prove their worth to the company, Marketing Resource Management (MRM) technology is steadily gaining ground.

  • March 24, 2005 24 Mar'05

    Five basic steps to a multichannel customer strategy

    Tracking and serving customers across multiple channels can be one of the most difficult aspects of CRM. Here are some fundamental principles to keep in mind.

  • March 23, 2005 23 Mar'05

    A tale of two cities' CRM

    New York and Indianapolis have both implemented citizen relationship management initiatives. While they are different scales, there's a common requirement to better serve the public.

  • March 14, 2005 14 Mar'05

    IBM buys Ascential

    IBM agreed today to purchase data integration vendor Ascential for $1.1 billion.

  • March 09, 2005 09 Mar'05

    Inside HP's proactive approach to privacy

    HP's Design for Privacy initiative offers customers the flexibility to make their own data decisions.

  • March 09, 2005 09 Mar'05

    Report: Half of data warehouse projects to fail

    With 50% of data warehousing projects expected to fail over the next three years, companies need to keep bad data from getting into their systems.

  • March 07, 2005 07 Mar'05

    Speech analytics to take off in 2005

    Advances in areas like emotion detection and word spotting could cause a spending surge in call center quality management technology.

  • March 02, 2005 02 Mar'05

    Security, privacy keys to CRM

    High profile breaches of customer data at Bank of America and ChoicePoint should have firms thinking about how privacy affects the customer experience.

  • February 19, 2005 19 Feb'05

    Web Analytics Association is born

    Web analytics is becoming an increasingly important area in the online world and a new group is preparing to help it grow.

  • February 17, 2005 17 Feb'05

    The importance of data quality for data warehousing and CRM

    Poor data quality can stymie your CRM efforts and even worse, make your company look poorly run and unprofessional. Find out how to keep your data clean and up-to-date.

  • February 15, 2005 15 Feb'05

    Study: eBay, Amazon see declining customer satisfaction marks

    E-commerce giants and eBay saw their usually high scores in customer satisfaction fall off after a shift in business strategy, according to a recent report.

  • February 08, 2005 08 Feb'05

    Online service: A change worth chatting about

    Staples, a four-year veteran of chat, and, which just added proactive chat technology, are two of the enterprises who have seen success with the online channel. It's a technology ripe for innovation, according to one analyst.

  • February 04, 2005 04 Feb'05

    Click Commerce buys ChannelWave

    The acquisition unites two of the stand-alone PRM vendors still standing.

  • January 25, 2005 25 Jan'05

    Application vendors to dig into data mining

    The fragmented data mining market should see some growth in the coming years, thanks in part to application and database software vendors.

  • January 20, 2005 20 Jan'05

    New Microsoft CRM chief targets SMB needs

    Redmond's senior director for CRM promises better communication with partners and a ramped-up road map, while targeting SMBs.

  • January 10, 2005 10 Jan'05

    Witness the future of the call center

    With its purchase of Blue Pumpkin Software, Witness Systems is positioning itself for workforce management in the call center.

  • January 10, 2005 10 Jan'05

    Voice of the customer departments making a comeback

    A hot trend four years ago, voice of the customer departments are appearing once again, as firms look for someone to represent the customer within the enterprise.

  • December 30, 2004 30 Dec'04

    Top CRM stories of 2004

    Another year is just about in the books. So, it's a time for another trip down CRM memory lane and a look at 2004's biggest stories of the year. Here's how our editors ranked 'em.

  • December 30, 2004 30 Dec'04

    The principles of performance management

    Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."

  • December 17, 2004 17 Dec'04

    Siebel gets into e-billing with purchase of Edocs

    Siebel has extended its reach into self-service technology and e-billing with the purchase of edocs.

  • December 15, 2004 15 Dec'04

    Siebel's transition year

    From a new market focus to new products to a new CEO, it was a year of change for CRM pioneer Siebel Systems.

  • December 10, 2004 10 Dec'04

    PeopleSoft partners with Genesys

    PeopleSoft has reached a reseller and development agreement with Genesys to bolster its contact center application.

  • December 09, 2004 09 Dec'04

    Verizon modernizes the Yellow Pages with Oracle BI

    Verizon is turning to Oracle's new BI 10g to help transfer its successful Yellow Pages business online.