ATG is building out its personalization feature set with the $10 million acquisition of best-of-breed vendor CleverSet. It is the first acquisition the company has made since its $48.3 million eStara deal in 2006. CleverSet is an automated personalization engine delivered in Software as a Service mo...
It's long been a management axiom that the knowledge and abilities of employees are among the -- if not the -- most valuable of an organization's resources. While this is generally held to be true -- even in capital-intensive industries -- it is particularly valid for knowledge-intensive businesses...
I was speaking with a CRM vendor the other day about positioning and messaging for sales force automation. The vendor was telling me that the company wanted a back-to-basics message that would focus on the importance of SFA in helping salespeople recover some of the time they invest in unproductive ...
Optimizing the value of customer data and respecting customers' privacy are two immutable and opposing forces that companies always try to balance -- usually unsuccessfully. Few for-profit firms have proven themselves able to avoid challenging the privacy boundary when captivated by the lure of data...
Alltel has joined the ranks of service providers offering mobile CRM functionality to their business customers. The wireless company has introduced SalesNOW, a contact, activity and deal management Web app designed for the BlackBerry mobile device. Most of the application's features relate to contac...
Voice over Internet protocol has recently become more common in corporations large and small. By combining separate voice and data transmissions onto the same line, this new communications option enables companies to lower their telecommunications costs and, after taking advantage of the savings, co...
On the heels of Oracle's successful bid to acquire BEA Systems, SAP has unveiled the first wave of products developed through its own $6.78 billion acquisition of Business Objects last year. It has also revealed more details about its plans to integrate its product suite with the French business int...
Salesforce.com has introduced a set of new tools with a pricing model designed to encourage adoption of its Force.com Platform as a Service product introduced last year. One of the new entries is Force.com Cloud Computing architecture, which can be purchased on a per-login basis. "The concept of clo...
On Feb. 16, BizAutomation.com is planning a launch of an on-demand business suite that will include e-commerce, CRM, accounting and other back- and front-office features. There are other similar products on the market -- namely NetSuite -- but none, insists CEO Carl Zaldivar, that are geared specif...
B2B integration provider Extol International has introduced a middleware application aimed at the upper midmarket. Business Extenders, a subset of its main product line, Extol Business Integrator, is designed to address one-off pain points in the IT environment: a sales manager's inability to see th...
Three months after BEA Systems rejected its first unsolicited offer of $6.7 billion, Oracle announced that it will be acquiring the middleware and business process management vendor after all -- for $8.5 billion, or $19.38 per share. That's a 14 percent premium over its first bid and a 24 percent pr...
I am still trying to figure out what the primaries are telling us about social networking. I think some of this will be important for CRM and as I have noodled on what it all means, I have been surprised myself. Before I go on, this is not a discussion of who won or my candidate preferences, just mu...
CRM is all about the front office and those processes that affect or touch the customer. After 15-plus years of software development aimed at this space, you might think that there's nothing left to be said -- or, more precisely, done. You'd be wrong. Dick Lee, principal of High-Yield Methods and w...
Companies' integrated voice recognition applications are being stretched thinner and thinner. Even with the best interface designs in place, customers are still abandoning calls before completion. Forty-three percent of companies surveyed in the Aberdeen Contact Center Analytics benchmark report are...
Oracle's steady march to integrate its string of multimillion-dollar acquisitions continues. Its latest meld is the PeopleSoft Enterprise CRM 9 application with the Oracle Customer Hub, with Fusion middleware serving as the common platform. The end result is a CRM enterprise suite with master data m...
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