Archive

Let's face it. For many companies, the level of service to customers is lacking across the entire spectrum of their customer base, and service to internal customers is even worse. The cruel irony of all the maneuvering inside companies to protect departments is that the only goal that matters -- ser...

StayinFront, a global provider of enterprise-wide customer relationship management (CRM) applications, decision support tools and e-business systems, today announced that Endo Pharmaceuticals, a fully integrated pharmaceutical company with market leadership in pain management, will expand use of the...

Siebel Systems and IBM today announced they will join to provide database support for Siebel's CRM suite on Linux. Siebel will work with IBM to extend support for Siebel 7.7 on DB2 Universal Database for Linux and provide support for Web Server and App Server tiers on future versions of Siebel CRM s...

Siebel Systems, a leading provider of business applications software, today announced new enhancements in its comprehensive CRM suite for the energy industry, Siebel Energy 7.7, that further enhances its capabilities. The enhancements include functionality that enables energy and utility service pro...

It's that time again; the earnings calls for CRM, ERP, hardware and services vendors are being scheduled, rehearsed and delivered to shareholders, industry and financial analysts. What's common across the more than two dozen calls I've listened to that span CRM, ERP and SCM software, hardware and se...

IBM today announced it has entered into an agreement to acquire Cyanea, a provider of software that monitors and manages the performance of Web-based business applications. Cyanea is a privately held company based in Oakland, California. Financial terms were not disclosed. Upon closing, Cyanea's ope...

Much analysis has gone into the debate about which type of loyalty instrument is most effective in helping businesses dynamically interact with customers in order to build and maintain more profitable relationships. The debate, focused on smart cards versus magnetic stripe cards, is irrelevant. The ...

The U.S. Federal Aviation Administration (FAA) selected Oracle Database 10g and Oracle 10g Spatial to create precise electronic maps of the skies. These complex geographic information systems provide pilots with instrument flight procedures to help them safely navigate airspace. Aviation System Stan...

Symbol Technologies, an enterprise mobility company, has reached an agreement to acquire Matrics, a company that designs and manufactures radio frequency identification (RFID) systems that are compliant with electronic product code (EPC) systems. Privately held Matrics is based in Rockville, Marylan...

American businesses are struggling with retaining experienced customer service agents as demands and contacts increase along with higher expectations in the customer-driven economy. At the same time, the marching orders to the contact centers are to keep costs down, reduce call time, increase satisf...

SAP has announced that its second quarter earnings rose by 15 percent in software revenue, as well as by 15 percent in operating income and 14 percent in net income. The quarterly numbers are close to what the company had anticipated when it estimated its performance in early July. It released predi...

Sales and marketing departments are under increasing pressure to produce stellar results while creating cost and process efficiencies. That pressure, along with a desire to cultivate and retain business, has fed demand for a multitude of CRM solutions. If you can fully understand your customers and ...

Just as technology has changed the landscape of corporate environments, it is predicted to transform how medicine is done, according to a recent survey. The 2004 Most Wired Survey and Benchmarking Study was conducted by Hospitals & Health Networks, a publication put out by the American Hospital ...

Maine isn't normally considered a hotbed for emerging-technology entrepreneurialism. Yet that's where IntelliCare, a healthcare call center outsourcing company, started in 1997. By 1999, the company had put its Yankee pragmatism to work to create a distributed networking model for telephonic nursing...

Companies looking at new CRM, order capture and even distributed order-management systems tend to give too much credibility to the vendors outside their company first, dismissing their own internal resources. What's troubling about this is that the answers to their toughest questions may very well b...