• October 23, 2003 23 Oct'03

    Free hosted-CRM service aimed at 'technophobes'

    A San Francisco startup has launched a free hosted-CRM offering. The CEO of CRM ASP Inc. says the company is looking to succeed on an "old Internet model."

  • October 22, 2003 22 Oct'03

    Will hosted predators find any prey? and Salesnet were quick to announce incentive plans to attract UpShot customers. The question is: Will there be any takers?

  • October 21, 2003 21 Oct'03

    Customers grade CRM vendors

    A new report releases customer scores for everyone from Siebel to Microsoft. It also questions some commonly-held CRM notions.

  • October 20, 2003 20 Oct'03

    Peeling away the hosted hype

    Has hosted CRM really caught on with enterprise customers? Some view that claim with more than a bit of skepticism.

  • October 14, 2003 14 Oct'03

    Spam causing marketers migraines

    Two separate studies reached one common conclusion: consumers and businesses are getting savvy when it comes to spam. The reports give marketers a real sense of what they're up against.

  • October 14, 2003 14 Oct'03

    New California privacy law could impede marketing

    A new state law aims at changing the way banks market to customers. Will it succeed? Peppers & Rogers investigates.

  • October 08, 2003 08 Oct'03

    Pivotal gets acquired, merges with Talisma

    A private equity firm will acquire midmarket CRM vendor Pivotal at the same time that Pivotal joins forces with customer service software firm Talisma.

  • October 08, 2003 08 Oct'03

    Siebel coins new CRM mantra

    As it kicks off User Week, Siebel takes the wraps off a new CRM strategy, demos Siebel 7.7 and previews a few more upcoming releases.

  • October 07, 2003 07 Oct'03

    Battle for small-market CRM looms large

    A small-market battle is on for the estimated 98% of businesses in North America that do not have CRM operations in place.

  • October 06, 2003 06 Oct'03

    Arm yourself for the e-service revolution

    Who wants customers tying up the contact center with questions they can answer on their own? E-service is here, but Peppers & Rogers found that not everyone is getting it right.

  • September 29, 2003 29 Sep'03

    Analyzing the CRM analytics race

    "Analytics" is the hot word in CRM these days. And it's not just the business intelligence vendors who are throwing it around.

  • September 23, 2003 23 Sep'03

    Have you outgrown homegrown CRM?

    It may be time to ditch that do-it-yourself CRM system. You may save money and valuable IT resources by switching over to packaged software.

  • September 22, 2003 22 Sep'03

    Kana extends Web services support to KM

    The contact center vendor's new knowledge management software makes good on a company pledge to support J2EE and .NET.

  • September 18, 2003 18 Sep'03

    NetLedger no more; new release and new name for ASP

    The hosted CRM and accounting provider is now called NetSuite, the same name as its retooled flagship offering.

  • September 16, 2003 16 Sep'03

    PeopleSoft to incorporate JDE into CRM plans

    A new 18-month CRM road map from PeopleSoft includes two separate product lines and additional functionality brought over as part of the J.D. Edwards acquisition.

  • September 02, 2003 02 Sep'03 says it's sorry to the Dalai Lama

    The hosted CRM provider is apologizing for using the holy leader to promote a user-milestone event and has called off the celebration.

  • August 29, 2003 29 Aug'03

    Siebel says cookie-cutter CRM is dying out

    Five months into his job as Siebel Systems Inc.'s vice president of worldwide marketing, Jeff Pulver certainly has his work cut out for him. While still the clear CRM leader

  • August 27, 2003 27 Aug'03

    IDC tallies analytics growth

    The researcher sees a $4.8 billion market by 2007, led primarily by CRM analytics.

  • August 25, 2003 25 Aug'03 gains momentum after month of milestones

    SAN FRANCISCO -- It's been a month of milestones for In August, the hosted CRM provider hit the 7,000-customer mark and inked its largest deal yet, a thousand-seat deployment.

  • August 25, 2003 25 Aug'03

    Aspect's new architecture paves VoIP path

    Call center specialist Aspect Communications has several new products, including a new architecture that targets companies transitioning to a voice over Internet environment.

  • August 22, 2003 22 Aug'03

    Has hosted CRM cleared the security hurdle?

    The model is clearly making a mark on the industry. So are businesses still hung up over trusting vital customer information to the security of an online provider?

  • August 19, 2003 19 Aug'03

    'Do not call' list changes game for marketers

    The national "do not call" list deals another blow to telemarketers. On the bright side, it may usher in some new ways for businesses to harness technology for marketing campaigns.

  • August 15, 2003 15 Aug'03

    Making sense of CRM's vertical market mania

    The biggest CRM vendors are creating apps that appeal to a smaller set of users in individual industries. How do their strategies differ, how much will this extra expertise cost you, and what does the vertical trend mean for the current crop of ...

  • August 06, 2003 06 Aug'03

    Leading companies get serious about measuring customer value

    Peppers and Rogers talked to executives from different industries on how they have embarked on their own specific customer-value journey.

  • August 01, 2003 01 Aug'03

    Trillium zeroes in on the user

    One analyst says you won't see any technology breakthroughs in the new data quality release, but you will find some neat usability additions.

  • July 29, 2003 29 Jul'03 inks 1,000-user deal

    The hosted CRM provider said the contract with SunGard is its largest yet and offers proof that the hosted model is catching on with bigger companies.

  • July 25, 2003 25 Jul'03

    UpShot fires up new dashboard

    The hosted CRM provider is giving users "at a glance" access to data and also planning new e-mail integration.

  • July 18, 2003 18 Jul'03

    PeopleSoft completes J.D. Edwards acquisition

    This morning PeopleSoft completed its acquisition of J.D. Edwards, throwing another wrench in Oracle's takeover plans.

  • July 18, 2003 18 Jul'03

    Energy industry gets spark from customer programs

    Energy providers may not be known for their customer initiatives, but Peppers & Rogers found they're beginning to latch on to some bright ideas.

  • July 09, 2003 09 Jul'03

    Do marketers need to be math geeks?

    Technology may be getting easier to use, but some staffs don't have the expertise to execute on analytics. Peppers & Rogers takes a look at skills needed decipher customer data.

  • June 20, 2003 20 Jun'03

    Exclusive survey: Users wary of Oracle's PeopleSoft plans

    In an exclusive survey, users share their thoughts on how Oracle's proposed PeopleSoft takeover would impact CRM software and prices.

  • June 17, 2003 17 Jun'03

    Timeline: The PeopleSoft acquisition trail examines the history of Oracle's acquisition of PeopleSoft -- from buying J.D. Edwards to the tendering of shares.

  • June 12, 2003 12 Jun'03

    Survey: Oracle's PeopleSoft plan would hurt Siebel

    After surveying decision makers at Fortune 1000 firms, one researcher found that Oracle's PeopleSoft takeover could spell trouble for Siebel.

  • June 11, 2003 11 Jun'03

    JDE, PeopleSoft plot thickens with commitment to merge

    At the J.D. Edwards user conference, the CEOs of J.D. Edwards and PeopleSoft said they intend to merge despite Oracle's challenge and offered a product road map for the deal.

  • June 04, 2003 04 Jun'03 releases application development tools

    Hosted CRM provider has put aside its "end of software" mantra for a moment to help users build extensions to its online services with a new plan called sforce.

  • June 02, 2003 02 Jun'03

    PeopleSoft to acquire J.D. Edwards

    PeopleSoft has announced its intention to acquire competitor J.D. Edwards in a deal valued at $1.7 billion.

  • May 23, 2003 23 May'03

    Is the call center dead?

    No, it's not time to lock the doors to the your call center. But, with so many contact channels, some analysts say it's time to turn your center into a "customer interaction hub."

  • May 22, 2003 22 May'03

    SPSS offers predictive analysis capabilities

    Business intelligence software maker SPSS is merging its online analytics and data modeling apps to deliver predictive analysis and customer-profiling functionality to users.

  • May 21, 2003 21 May'03

    Oracle re-tools SFA with users in mind

    Criticized for marketing sales force automation software that was too complex and expensive, Oracle is introducing a new, more streamlined version of its applications set.

  • May 15, 2003 15 May'03

    Web analytics bites into a 'cross-channel cookie'

    Web analytics software has come a long way from simple traffic-counting tools. Applications are beginning to help businesses service customers across multiple channels.

  • May 14, 2003 14 May'03 to let users extend its software will announce agreements to let customers build extensions to its hosted CRM software, has learned.

  • May 13, 2003 13 May'03

    Extensions for MS CRM keep on coming

    Partners continue to dress up Microsoft CRM. The latest add-ons include vertical market extensions, migration software and contact center integration tools.

  • May 09, 2003 09 May'03

    Agent buy-in key to contact center success

    As you look at new bells and whistles to improve your contact center's performance, don't forget the people who make that technology sing -- the agents.

  • April 30, 2003 30 Apr'03

    Governments get clued in to 'customer' care

    Governments are stealing a page from private enterprise and are viewing citizens as customers. A new survey found the results are stronger e-government initiatives worldwide.

  • April 21, 2003 21 Apr'03

    Siebel-sponsored report claims 95% of users are satisfied

    New Aberdeen Group research states that nearly all Siebel customers are satisfied with their existing CRM deployments. While Aberdeen readily admits that Siebel sponsored the survey, the report's author says it accurately represents users' feelings.

  • April 09, 2003 09 Apr'03

    Aberdeen highlights CRM success stories

    Market analysts at Aberdeen Group recognized their top 10 CRM project success stories using a methodology based on return on investment and overall vision.

  • April 01, 2003 01 Apr'03

    Brief: Data quality knows no borders

    Data quality software maker Trillium has widened its multilingual Unicode product portfolio to address the Asia-Pacific market.

  • March 31, 2003 31 Mar'03

    Gartner: CRM competitors inching in on Siebel

    Gartner's Magic Quadrant rankings put Siebel Systems on top of the CRM market in many categories. However, a number of Siebel competitors are closing the gap.

  • March 06, 2003 06 Mar'03

    Salesnet hopes to take SFA all the way

    Salesnet is trying to carve a place for itself in the crowded hosted CRM space by focusing strictly on sales force automation.

  • March 06, 2003 06 Mar'03

    Wind up for one last sales pitch

    Don't let your customers walk out the door without trying one more time. Peppers & Rogers found ways to cross sell and up sell at the point of sale in order to beef up revenue at a time when you need it most.

  • March 05, 2003 05 Mar'03

    Agents of change: Taking contact centers to new heights

    These days contact center agents are doing a whole lot more than merely manning phones. Peppers & Rogers found some workforce optimization and training tools that are a great way to get more out of your staff.

  • March 05, 2003 05 Mar'03

    Cisco keeps its finger on customer loyalty pulse

    If a customer isn't happy, odds are Cisco knows about it. The networking giant is pursuing an aggressive customer loyalty strategy that has a key technology component.

  • February 28, 2003 28 Feb'03

    Suite rewards: Check out Hilton's four-star branding plan

    When Hilton acquired another major hotel chain, it needed to do some quick work to align the brands. As it turns out, most of the effort revolved around strategy, not technology.

  • February 25, 2003 25 Feb'03

    Bucking the hype, Forrester reports higher CRM satisfaction

    In the face of a lot of CRM doom and gloom, enter Forrester Research. It says that widely reported CRM failure rates are exaggerated.

  • February 18, 2003 18 Feb'03

    Siebel makes claim to CRM analytics supremacy

    Officials at Siebel are touting the company's rise in the CRM analytics arena, and they say they've got the numbers to prove it.

  • February 17, 2003 17 Feb'03

    CRM Technology Decisions: Peppers outlines vertical limits

    Just because you carve out a nice, industry-specific niche, that doesn't guarantee success. Noted consultant and author Don Peppers advises businesses to find an even greater differentiator.

  • February 07, 2003 07 Feb'03

    It's really (almost) all about the data: Optimizing loyalty initiatives

    It's really (almost) all about the data: Optimizing loyalty initiatives

  • February 05, 2003 05 Feb'03

    ISM: CRM naysayers have it all wrong

    Each year, noted consultancy ISM generates an industry-wide buzz around its market forecasts. This year, it gave an early look at its annual guide.

  • January 23, 2003 23 Jan'03

    Applix gets out of CRM business

    Applix has sold its CRM business to Platinum Equity and will focus solely on the business performance management space.

  • January 23, 2003 23 Jan'03

    Take your contact center to new heights

    Several strategic changes to your customer service center can pay big dividends. At Oracle AppsWorld, a Gartner analyst shared a few sure-fire ways to maximize your technology investments.

  • January 21, 2003 21 Jan'03 wins job over Siebel has picked up a 450-seat CRM deployment. Innovex's decision is noteworthy because it's the newest company to use the hosted CRM model on a project of significant size.

  • January 17, 2003 17 Jan'03

    CRM: Should you implement or be hosted?

    Thousands of companies have decided not to implement their CRM in-house and instead have chosen hosted options. In this installment of CRM Steps to Success, we weigh the benefits and drawbacks of this different delivery model.

  • January 15, 2003 15 Jan'03

    Online billing: The right strategy for you and your customers?

    Online bill payment and presentment saves companies millions each year and saves their customers from the hassle of writing checks and paying for postage. But companies need to be careful when crafting their billing strategies.

  • January 08, 2003 08 Jan'03 teams with AvantGo on mobile CRM access is working with AvantGo on a new service that lets mobile users enter CRM data from the field. But will the new offering take off in a down economy?

  • December 30, 2002 30 Dec'02

    Restaurant chain serves up heaping helping of technology

    Restaurants aren't usually known for their innovative use of technology, but Peppers & Rogers found a prestigious New York restaurant group that put customer-facing software on the menu and is now savoring the results.

  • December 26, 2002 26 Dec'02

    CRM experts expect year of change

    The experts have big things in mind for 2003, including of a few major mergers and a prediction that a couple of big-time players won't make it through the year.

  • December 16, 2002 16 Dec'02

    e-CRM exec assesses e-tailers' successes, missteps

    The most wonderful time of the year is likely also the busiest for online CRM vendor Art Technology Group (ATG). Not only does the company have a new CEO, former Digital Equipment Corp. exec Robert Burke, but this week it will also ship ATG 6 with ...

  • December 10, 2002 10 Dec'02

    Banking behemoth aims for mom-and-pop feel

    Peppers & Rogers found that Bank of America's use of retention software helped it steal a page from its smaller competitors -- and the customer churn numbers prove it.

  • December 09, 2002 09 Dec'02

    PeopleSoft 8.8 to be more usable, easier to integrate

    PeopleSoft will ship the latest iteration of its flagship CRM suite later this month. The company promises new connectors to SAP and Oracle software, analytics improvements and features designed to make the user experience easier.

  • December 05, 2002 05 Dec'02 releases list of customers lured from SalesLogix

    As competition heats up in CRM's midmarket, is touting a list of customers it says it stole from SalesLogix.

  • November 26, 2002 26 Nov'02

    The big screen gets help from the touch screen

    Self-service kiosks do more than make transactions more efficient for your customers. The kiosks are also helping one movie theater chain boost its loyalty program, collect customer data and become more profitable.

  • November 22, 2002 22 Nov'02

    CRM horror stories: GMACCM spills the beans over failed CRM

    General Motors Acceptance Corp.'s commercial-mortgage operation, called GMACCM, ran into CRM trouble when outside consultants misunderstood its customer base and installed cost-efficient automation that didn't fly with customers.

  • November 22, 2002 22 Nov'02

    CRM horror stories: Obstacles plague Owens Corning, Perseus Development

    Two companies share tales of CRM woe in hopes that others don't make the same mistakes. Owens Corning's problems came when projects kept getting derailed and Perseus Development had to rebound from a bad integration decision.

  • November 04, 2002 04 Nov'02

    Microsoft sees homegrown CRM as its biggest competitor

    If Microsoft is going to succeed as a CRM vendor, its biggest challenge won't be in luring organizations away from competitors but in getting them to move away from CRM systems that were developed in-house, a company exec says.

  • October 28, 2002 28 Oct'02

    Honeywell Aerospace trains a new breed of sales force on CRM

    Since Honeywell Aerospace is made up of many divisions the company has had to invest heavily in data sharing and customer-centric software. Peppers & Rogers found that employee training played a key role its success.

  • October 24, 2002 24 Oct'02

    Siebel User Week: Enterprise leader focusing more on budding midmarket

    Siebel, the leader in enterprise CRM deployments, is also going after the upper end of the CRM mid-market. The question for users is whether Siebel's software meets their needs.

  • October 22, 2002 22 Oct'02

    Siebel User Week: Gates details Microsoft-Siebel partnership

    Microsoft chairman Bill Gates outlined an expanded partnership with Siebel that calls for the companies to work together to develop the CRM market leader's software for the .NET platform. The announcement put an end to widespread speculation that ...

  • October 21, 2002 21 Oct'02

    Siebel User Week: Integration package ships

    As it kicks off its annual user week, Siebel is giving users a look at its Universal Application Network, an XML- and Web services-based package for connecting applications on multiple platforms.

  • September 27, 2002 27 Sep'02

    Experts: Cut Siebel some slack

    Experts say Nucleus Research may have unfairly singled out Siebel when it ran a report showing reference customers were dissatisfied with the returns on their CRM investments.

  • September 25, 2002 25 Sep'02

    Reference customers slam Siebel

    Siebel software is too expensive, costs too much to maintain and doesn't yield ROI, according to Nucleus Research. Nucleus arrived at these findings after surveying customers listed as references on Siebel's own Web site.

  • September 24, 2002 24 Sep'02

    Gartner: ROI calculation isn't simple, but it's important for CRM

    Studies show that many companies never stop to measure ROI on their enterprise apps projects. At Gartner's CRM Summit, an analyst laid out a framework for gauging returns.

  • September 19, 2002 19 Sep'02

    Gartner analyst details CRM process problems

    At Garner's CRM summit, analyst Scott Nelson cited a laundry list of reasons why organizations are missing the mark when it comes to putting the CRM process in place.

  • September 17, 2002 17 Sep'02

    Quick Takes: goes after the little guys goes after small companies; Onyx pushes deeper into Asia; Baan wins a major electronics manufacturing deal; Coremetrics updates Marketforce.

  • September 16, 2002 16 Sep'02

    CRM Steps to Success: Finding the right vendor

    Choosing the right vendor is among the most important CRM decisions that you'll have to make. Some of the top names in the industry show you how to weed out the marketing hype and get the best provider.

  • September 10, 2002 10 Sep'02

    Peppers & Rogers dishes out a recipe for e-mail marketing success

    The economy sliced e-mail-marketing projects from many budgets, but the purse strings may now be loosening. Insiders that Peppers & Rogers consulted say getting your campaigns to work requires monitoring, tracking and targeting.

  • September 04, 2002 04 Sep'02

    Aspect Communications Discussion Day Archive - 04/10/2002

    Aspect Communications Discussion Day Archive - 04/10/2002

  • September 04, 2002 04 Sep'02

    SAS Discussion Day Archive - 02/20/2002

    SAS Discussion Day Archive - 02/20/2002

  • September 04, 2002 04 Sep'02

    E.piphany Discussion Day Archive - 04/24/2002

    E.piphany Discussion Day Archive - 04/24/2002

  • September 04, 2002 04 Sep'02

    Adapt Software Discussion Day Archive - 03/13/2002

    Adapt Software Discussion Day Archive - 03/13/2002

  • August 22, 2002 22 Aug'02

    Oracle stresses CRM flexibility in evolving consumer goods market

    Oracle is among the CRM software makers pushing its vertical approach. The executive in charge of its consumer packaged goods sector admits CPG is a shifting market rife with challenges.

    One of the most diverse vertical industries addressed by ...

  • August 20, 2002 20 Aug'02

    Insurance company undergoes marketing makeover

    Marketing was a mess at Canadian insurance company The Co-operators. Yet Peppers & Rogers describes how a few small changes led to profitable direct marketing campaigns with targeted up-sell and cross-sell initiatives.

  • August 19, 2002 19 Aug'02 targets mobile users with Offline Edition

    If you're on the road and need up-to-the-minute information on your accounts, CRM software vendor is hoping its new Offline Edition will appeal to you.

  • August 14, 2002 14 Aug'02

    A look inside Procter & Gamble's privacy protection crusade

    Procter & Gamble (P&G) has five billion customers in 130 countries. Making sure their personal information doesn't wind up in the wrong hands falls to Zeke Swift, P&G director of global privacy.

  • August 09, 2002 09 Aug'02

    Protect privacy or jeopardize CRM

    Experts agree few issues are as crucial to building successful customer interactions as developing consistent and effective privacy customer privacy policies.

  • August 02, 2002 02 Aug'02

    Enterprise management: A new paradigm emerges

    According to the Hurwitz Group, the emphasis over the next five years in most IT organizations will move from identifying infrastructure (network, system, application, database) problems to providing business services and measuring service delivery ...

  • July 30, 2002 30 Jul'02

    Quick Takes: CRM earnings roundup

    A mixed bag of earnings results for Pivotal, Syntellect and Informatica. Plus, Siebel brings Watson Wyatt into alliance program.

  • July 23, 2002 23 Jul'02

    E. & J. Gallo toasts data project

    One of the world's largest wine makers didn't have the information it needed to launch an effective retail marketing campaign. Then it discovered data integration software that kept the project from dying on the vine.

  • July 19, 2002 19 Jul'02

    The loyalty power of 'customer first' teams

    The loyalty power of 'customer first' teams

  • July 18, 2002 18 Jul'02

    CRM giant Siebel slashes staff

    Siebel is handing out pink slips to 1,100 employees after reporting disappointing quarterly revenue. A top CRM analyst thinks it may be time for Siebel to "break products into smaller pieces."

  • July 11, 2002 11 Jul'02

    Zoot sees returns with reporting software

    Time was when Zoot Enterprises' reporting involved writing lines of proprietary code and "faxing around tiny pieces of paper." The credit reporting specialist credits software from Crystal Decisions with changing all that.