• December 08, 2004 08 Dec'04

    Seven steps to retaining more customers

    Retention strategies are easy to embrace but difficult to implement. There are some key steps to follow.

  • December 01, 2004 01 Dec'04

    Three requirements in a data consolidation project

    Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.

  • November 30, 2004 30 Nov'04

    High tech gets low marks in customer respect

    High tech firms may not fare as well as you might expect when it comes to showing respect to their online customers. A recent report from The Customer Respect Group ranks the industry leaders.

  • November 20, 2004 20 Nov'04

    PeopleSoft shareholders tender shares

    A majority of PeopleSoft's shareholders met Oracle's Friday deadline to tender their shares. The long-running battle now hinges on the "poison pill" provision.

  • November 17, 2004 17 Nov'04

    Siebel OnDemand hosts SMB party

    One year after introducing OnDemand, Siebel is targeting SMBs with a new sales force and new vertical products.

  • November 16, 2004 16 Nov'04

    Keeping remote agents connected

    Remote contact center agents can help retain good employees and reduce real estate costs. But solving remote technical problems and maintaining clear connections are another matter.

  • November 10, 2004 10 Nov'04

    PeopleSoft board turns down 'final' Oracle offer

    PeopleSoft's board today rejected Oracle's final takeover offer. Oracle CEO Larry Ellison has now pinned his hopes on PeopleSoft shareholders.

  • November 09, 2004 09 Nov'04

    Do you get what you pay for with

    While it's been met with skepticism, has added 10,000 subscribers in its first year and some are finding value.

  • November 02, 2004 02 Nov'04

    Finding that special agent

    With legislation like "do not call" and the evolving responsibilities of contact center agents, screening for the right employees has become more important than ever.

  • October 21, 2004 21 Oct'04

    AutoNation solves customer information gridlock

    The 18-state automotive dealership found the "silver bullet" for competitive advantage with its customer portfolios.

  • October 13, 2004 13 Oct'04

    NetSuite sweetens its software

    The hosted provider's new release aims at giving businesses additional insight into their customers.

  • October 12, 2004 12 Oct'04

    Schmaier on Siebel: We're 110% committed to OnDemand

    At its recent User Week in Los Angeles, Siebel Systems Inc. outlined Chapter 2 of CRM and its future. It's a future that will include the continued development of its hosted product, custom building of applications, a customer blueprint for CRM ...

  • October 12, 2004 12 Oct'04

    HP lets marketing direct strategy

    Hewlett Packard's chief marketing officer told Siebel users that MRM and analytics have helped his department through the Compaq merger.

  • October 12, 2004 12 Oct'04

    Defining privacy

    The understanding of privacy varies throughout an enterprise. The "sure-fire" insurance against privacy abuse is a company-wide culture of treating people like you want to be treated.

  • October 11, 2004 11 Oct'04

    PeopleSoft adds JDE integration as Oracle saga drags on

    PeopleSoft will release a new version of its EnterpriseOne application for manufacturing in December, leaving some customers with no choice but to upgrade.

  • October 07, 2004 07 Oct'04

    Petco looks to save the abandoned

    Petco combines Web site analytics with email marketing to solve cart abandonment problems.

  • October 01, 2004 01 Oct'04

    Conway out as PeopleSoft CEO

    Craig Conway, CEO of embattled PeopleSoft, was ousted today and replaced by the company's founder, Dave Duffield.

  • September 23, 2004 23 Sep'04

    Partnering with the proper PRM provider

    A successful PRM initiative requires tools that your partners want to use and business processes that are aligned with their needs.

  • September 21, 2004 21 Sep'04

    PeopleSoft cozies up to IBM, stands firm against Oracle

    Attendees at PeopleSoft's user conference expected to hear a lot about Oracle, but they also got a healthy dose of IBM.

  • September 01, 2004 01 Sep'04

    Is price the new CRM battleground?

    With all the talk of the feature function war being over, CRM vendors are looking to other areas to differentiate themselves and buyers are looking to take advantage.

  • August 17, 2004 17 Aug'04

    Content spotlight: Business Intelligence

    An exclusive collection of articles and resources on business intelligence and related topics.

  • August 16, 2004 16 Aug'04

    Oracle spruces up its sales software

    The updates released today include a commission calculator, a console for improved partner visibility and tools to better align sales and marketing.

  • August 12, 2004 12 Aug'04

    Workforce management: Contact center savior?

    If you're not using workforce management software, experts at the ICCM conference said your contact center probably isn't running as efficiently as it could be.

  • August 12, 2004 12 Aug'04

    How to work well with your Siebel systems integrator, part 2

    Now that you've selected a Siebel implementation partner, you need to make sure the project runs smoothly. Analysts and experts offer up some tips for how to successfully manage the relationship with your integrator from start to finish.

  • August 11, 2004 11 Aug'04

    ATG to acquire Primus

    ATG is hoping to create one of the largest online commerce and service software companies. According to one analyst, the acquisition will help the company "complete the loop" in the customer management lifecycle.

  • August 11, 2004 11 Aug'04

    One-on-one with marketing guru Seth Godin

    Seth Godin thinks marketing is broken and that he can help fix it. Based on the success of his books, his readers obviously agree that he's the right guy for the job. Godin sold his interactive direct marketing firm to Yahoo in late 1998, then ...

  • August 10, 2004 10 Aug'04

    Siebel's summer swoon

    It has been a rocky summer for Siebel's new CEO. So, is the CRM behemoth in for a rough ride or is this just a bump in the road?

  • August 06, 2004 06 Aug'04

    RightNow goes public

    RightNow had its IPO on Thursday, becoming the second hosted CRM provider to go public this summer.

  • August 04, 2004 04 Aug'04

    Is your Web site dynamite?

    You may think your online operation is doing the trick, but some companies found big payoffs by making some seemingly small changes.

  • July 27, 2004 27 Jul'04

    Meet marketing's new best friend

    IVR systems aren't just a boon to the contact center. In some cases, they can maximize inbound marketing opportunities.

  • July 23, 2004 23 Jul'04

    Brown strikes gold with new customer game plan

    Measuring customer satisfaction and increasing collaboration between sales and marketing helped shipping giant UPS transform itself from a one-trick pony.

  • July 14, 2004 14 Jul'04

    Getting loyalty programs right

    Loyalty programs can be tremendously expensive and difficult to discontinue, so when establishing or modifying one, use caution. Data, employees and management all need to support the initiative.

  • July 13, 2004 13 Jul'04

    A data steward's job is never done

    Two law firms have taken the problem of dirty data to heart and hired full-time staff to monitor their contact lists.

  • July 12, 2004 12 Jul'04

    Contact centers hung up on quality metrics

    As the contact center evolves, so do the metrics that companies are using to determine whether their service and support staff is succeeding. Are you measuring the right things?

  • July 06, 2004 06 Jul'04

    What's the secret behind Viagra's rewards program?

    Peppers & Rogers analyzes Pfizer's new Viagra customer rewards program, a prime example of focused consumer programs using direct marketing channels.

  • June 28, 2004 28 Jun'04

    CRM Chapter of the Week, September '04

    Now you can find a new chapter download each week on! This month you'll find an assortment of various CRM chapters.

  • June 25, 2004 25 Jun'04

    CRM ROI 101

    A carefully laid out ROI methodology can help you avoid the notorious CRM failures that so many companies have suffered. Here's some advice on setting your ROI game plan.

  • June 25, 2004 25 Jun'04

    Fortune 100 sites ranked in customer respect

    Learn which of the nation's largest companies earned the respect of their online customers, and which are positively pitiful.

  • June 23, 2004 23 Jun'04

    At long last, goes public

    After a delay, debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.

  • June 22, 2004 22 Jun'04

    Hosted providers shake things up a bit

    NetSuite is severing some ties to Oracle, and Siebel is making a small change to its hosted vertical offerings.

  • June 22, 2004 22 Jun'04

    Contact centers due for an extreme makeover

    Two CRM industry observers say outmoded thinking masks the true beauty of the contact center: profitability.

  • June 18, 2004 18 Jun'04

    Put your faith in CRM's data stewards

    At the Smart CRM West conference, analysts preached the importance of planning for a CRM implementation and installing a few key people to serve as data stewards.

  • June 15, 2004 15 Jun'04

    PeopleSoft unveils Enterprise CRM 8.9

    The latest version of the software maker's flagship product suite includes new customer segmentation capabilities, as well as its first crack at a tool to manage partner relationships. One expert says it's clear what PeopleSoft is up to with this ...

  • June 08, 2004 08 Jun'04

    CRM gold rush! Vendors dash in hosted direction

    The on-premise software providers are muscling into hosted CRM, leaving buyers with new software options and some hard choices to make.

  • June 07, 2004 07 Jun'04

    CRM's new battleground: Niche vs. vertical

    For all the talk of the big vendors bolstering vertical versions of their software, best-of-breed providers continue to cater to individual markets.

  • June 07, 2004 07 Jun'04

    The sky's the limit for contact center agents at Continental

    Turnover at the airline's call center is among the lowest in the industry, thanks in part to the career path the company sketches for its service agents.

  • June 02, 2004 02 Jun'04

    E-billing and self-service, a perfect match

    Edocs' latest acquisition demonstrates the importance of linking e-billing and account management with Web self-service tools, according to one analyst.

  • May 20, 2004 20 May'04

    Oracle-DOJ battle hinges on market definition

    Less than three weeks until the trial begins, the proposed witness lists are public and it's becoming clear which arguments each side will make.

  • May 12, 2004 12 May'04

    Pfizer streamlines financials with new data mart

    Number crunching for the pharmaceutical giant has gotten a whole lot easier.

  • May 10, 2004 10 May'04

    RightNow says time is right for an IPO

    The hosted contact center vendor announced plans today to take the company public.

  • May 06, 2004 06 May'04

    Learning about privacy from your CRM vendor

    As privacy regulation continues to weigh on organizations, their CRM software vendors need to develop more privacy controls, says one analyst. Some vendors are appointing chief privacy officers of their own.

  • April 23, 2004 23 Apr'04

    PeopleSoft earnings drop

    The CEO blames costs associated with Oracle's hostile takeover bid.

  • April 20, 2004 20 Apr'04

    Siebel to ship latest release

    The long-awaited 7.7 is about to make its debut, with TCO, usability and vertical-specific additions.

  • April 20, 2004 20 Apr'04

    The contact center's piece in the corporate puzzle

    A relatively new type of software tries to help you understand how the call center contributes to a company's overriding vision. Is it worth investing in?

  • April 15, 2004 15 Apr'04

    Make the agent the last option

    Free up your contact center staff with self-service automation. Some say customers are just as satisfied and the CFO is even happier.

  • April 14, 2004 14 Apr'04

    FedEx delivers CRM

    After several acquisitions and continued growth, the shipping giant absolutely, positively needed a better way to listen to its customers.

  • April 09, 2004 09 Apr'04

    Morgan Stanley: Analytics drives CRM success

    CARY, N.C. -- Do you think the "big bang" approach to CRM implementation is ready for a comeback? You'd have been better off putting Gigli in your Oscar pool. Tony LoFrumento, executive director of business intelligence and CRM with financial...

  • April 08, 2004 08 Apr'04

    RightNow bullish on the here and now

    These are heady times in the hosted CRM market. is headed for a public offering, enterprise software leader Siebel Systems Inc. April 06, 2004 06 Apr'04

    Siebel writes prescription for mobile sales

    Its new pharmaceutical application gives companies an early look at some of the analytics features coming in Siebel 7.7.

  • April 01, 2004 01 Apr'04

    Talkin' about the self-service revolution

    The past year was eventful for customer service application provider Kanisa Inc. In late spring of 2003, the Cupertino, Calif.-based company beefed up its self-service offerings

  • March 29, 2004 29 Mar'04

    Think vertically, act competitively

    Vertical software isn't a magic potion, according to consultants Don Peppers and Martha Rogers. They offer some advice on how businesses can differentiate themselves within their markets.

  • March 26, 2004 26 Mar'04

    BPM software -- the final frontier?

    If you don't know what business performance management is, it's probably time for a crash course. Business app gurus say it may be "the last bastion" of enterprise software.

  • March 24, 2004 24 Mar'04

    Aberdeen overhauls its CRM practice

    A few months after losing several CRM analysts, the researcher has added a CRM consultancy and a well-known industry name.

  • March 22, 2004 22 Mar'04

    Onyx rolls out 5.0

    Onyx is making an ambitious play for enterprise customers with its latest CRM offering. The company will need every one of the product's new features to challenge the dominance of the big CRM players, one analyst says.

  • March 18, 2004 18 Mar'04

    PeopleSoft follows through on World enhancements pledge

    PeopleSoft's new enhancements to its J.D. Edwards product lines is good news to users and analysts, but the changes won't necessarily entice new users to move onto EnterpriseOne or World.

  • March 17, 2004 17 Mar'04

    Don't 'creep out' your customers

    It's not good enough for your marketing campaigns to just meet the letter of the law. There's also a comfort threshold for customers, Gartner research finds.

  • March 16, 2004 16 Mar'04

    CRM planning: Don't end up with celery Jell-O

    With CRM, hindsight truly is 20/20, because there's nothing worse than wishing you had known then what you know now.

  • March 10, 2004 10 Mar'04

    (Microsoft) Outlook is bright for SFA

    Sales force automation software can have all the bells and whistles in the world, but integration with a widely used e-mail client may ultimately determine whether your users embrace CRM.

  • March 01, 2004 01 Mar'04

    Siemens sets sights on SMBs

    The telephony and electronic giant enters the SMB space with a tool that allows call center agent and management collaboration.

  • February 25, 2004 25 Feb'04 inks partnerships, mega deal

    IBM and Sybase are on board with partnerships. Meantime, a large commercial bank now using may lay claim to the largest deployment of hosted CRM.

  • February 25, 2004 25 Feb'04

    Consultant: Be smart about BI

    The intelligent way to tackle business intelligence is to understand that different users require different types of information, according to a veteran BI consultant.

  • February 18, 2004 18 Feb'04

    Getting marketing and sales in sync

    A new service released today aims to fill what one analyst sees as a gap in marketing automation.

  • February 16, 2004 16 Feb'04

    The privacy fallacy

    Protecting customer privacy eats up costs, right? Actually, one consultant argues that, if you do it right, it might actually make you money.

  • February 12, 2004 12 Feb'04

    Peppers keynote: Get a piece of the ROC

    You may not be familiar with the term "return on customer" (ROC), but consultant Don Peppers kicked off the Smart CRM show by saying it's a key to maximizing your business.

  • February 11, 2004 11 Feb'04

    CRM -- it's a brand new ball game

    The sports world has only just begun to tackle CRM, but some teams and vendors are starting to gain ground.

  • January 29, 2004 29 Jan'04

    Are, Siebel heading for a rumble?

    Two hosted-CRM providers made announcements designed to attract new customers. As they butt heads more frequently, one analyst says, things could start to get ugly.

  • January 28, 2004 28 Jan'04

    What you should know about RFID and CRM

    Vendors like SAP are touting the potential benefits of integrating RFID with CRM initiatives. But are any visionaries turning that talk into action?

  • January 22, 2004 22 Jan'04

    Five priorities for the contact center

    New technology options, a real push to outsource, and interesting ways to measure success are changing the game for contact center managers.

  • January 20, 2004 20 Jan'04

    Five priorities for sales

    At a time when more than half of all reps are missing their quotas, managers have a clear set of goals for their sales departments.

  • January 16, 2004 16 Jan'04

    Case study: Analytics take a bite out of crime

    Predictive analytics aren't just a boon for businesses. In Richmond, Va., the police department is using the software to keep the streets safer and cut costs.

  • December 23, 2003 23 Dec'03

    Sage scoops up ACCPAC

    The parent company of the maker of SalesLogix and ACT software will purchase Computer Associates subsidiary ACCPAC in a cash deal.

  • December 19, 2003 19 Dec'03

    Top CRM stories of 2003

    Vendor viability took center stage this year. A chaotic period of consolidation hogged the headlines and dominates our top 10 list.

  • December 15, 2003 15 Dec'03

    Actuate enters analytics arena

    Actuate's newly released software seeks to help power users answer the "why" questions through unstructured analysis.

  • December 15, 2003 15 Dec'03

    SalesLogix eases CRM, accounting integration

    A new SalesLogix integration tool gives SMBs the option of tying together the front and back office.

  • December 11, 2003 11 Dec'03

    A sneak peek at the contact center of the future

    Sure, the contact center will still be the primary place for customer relations. But its responsibilities will widen and so will its revenue-generating potential.

  • December 01, 2003 01 Dec'03

    Study picks top marketing-automation software

    Forrester Research found strengths among all the marketing-automation products it evaluated, but two are seen as most likely to "bubble to the top."

  • November 26, 2003 26 Nov'03

    Getting inside your customers' heads

    A new study offers evidence that you should take the time to measure how your customers perceive your business.

  • November 21, 2003 21 Nov'03

    Six degrees of sales separation

    New social-networking applications designed to close deals are based on the premise that every salesperson has a Kevin Bacon or two in their lives, but just need help finding them.

  • November 21, 2003 21 Nov'03

    IBM to call centers: Call-flow development is your job

    IBM has given the job of developing voice-application code to call center managers. Whether they will want the responsibility, however, remains unclear.

  • November 18, 2003 18 Nov'03

    Off-the-hook CRM boosts Nextel

    It's a tough time to be a wireless provider. But Nextel thinks it's got the 411 on keeping customers from jumping ship.

  • November 18, 2003 18 Nov'03

    At Comdex, Siebel hails hosted CRM

    Tom Siebel used his Comdex keynote to tout his company's return to hosted CRM and give attendees a look at the forthcoming Siebel CRM OnDemand.

  • November 14, 2003 14 Nov'03

    Security flaws found in PeopleSoft development app

    A U.K.-based security consultancy has released details of flaws in PeopleSoft's PeopleTools development application that could lead to loss of data and system crashes.

  • November 13, 2003 13 Nov'03

    IVR hang-ups a bad call for companies, customers

    Contact centers are relying more on interactive voice response (IVR) to cut labor costs. But unless your system has ironed out the kinks, it may be doing more harm them good.

  • November 11, 2003 11 Nov'03

    The top 20 call center performance measures

    This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.

  • November 10, 2003 10 Nov'03

    Siebel's hosted software gets early thumbs up

    One beta customer shares its initial experiences with the soon-to-be-released Siebel CRM OnDemand.

  • November 06, 2003 06 Nov'03

    Contact center staff: Agents of change?

    Reps can no longer focus solely on customer service. Companies trying to maximize incoming customer calls need their agents to learn a new set of skills

  • November 03, 2003 03 Nov'03

    Siebel, IBM deliver room service to Marriott

    The new software designed to help Marriott manage bookings will eventually roll out to others in the hospitality industry as part of Siebel 7.7.

  • October 30, 2003 30 Oct'03

    Shell fuels customer relationships through e-mail

    Peppers & Rogers found that the oil giant's e-mail strategy does a lot more than just improve customer communication.

  • October 29, 2003 29 Oct'03

    Analyst: Firms must follow spirit of antispam law

    Even if the forthcoming federal crackdown lacks real teeth, marketers need to get the message and start policing themselves.

  • October 27, 2003 27 Oct'03

    NetSuite makes latest play for UpShot customers

    The hosted CRM provider is out with its own migration plan for UpShot customers who may want to switch vendors once Siebel's acquisition closes.