Sage Software owned the CRM vendor conference spotlight this week, with Insights 2008, held in suburban Washington, D.C. Sage updated attendees on its product road map and better acquainted users and partners with the new CEO Sue Swenson. She is not a software person, writes Beagle Research Managin...
The front office meets the back office at the Web 2.0 enterprise portal. The enterprise 2.0 portal is a single accessible location intended to consolidate resources and serve up data from systems throughout an organization so that each "touch" a company has with its customers, prospects, partners an...
I own an iPod. Do you? If so, do we have anything in common? Apple is hoping that we do, and it's providing plenty of room for us to find out at the iTunes Store. There, music lovers can write and read reviews of artists' recent, and not-so-recent, releases. Perhaps more commercially important, they...
ATG has updated its e-commerce platform to include automated affinity selling for retailers and other e-commerce providers. It is the biggest update the vendor has made since it rolled out its v. 6.4 platform last summer, spokesperson Tucker Walsh told CRM Buyer. This release enhances the company's ...
Video rental purveyor Netflix and TV shopping channel QVC led a customer satisfaction index of the top 100 online retailers released Friday by ForeSee Results. The index, calculated twice a year by the firm, ranked the Web sites of Netflix and QVC, with scores of 85, as the kings of customer satisfa...
The newly released American Customer Satisfaction Index provides fresh data illustrating consumers' growing love affair with e-commerce. The e-commerce industry registered a score of 80 on ACSI's 100-point scale -- less than a percentage point away from its all-time high score of 80.8 in 2003, accor...
Unlike in previous years, the big attraction for holiday shoppers in 2006 was neither advertising nor special offers, according to KPMG's newly released annual National Shopping Behavior survey. Rather, 81 percent of consumers surveyed said they shopped at stores that carried the items they were loo...
A recent national survey found that an overwhelming 83 percent of consumers would purchase more online if retailers provided more interactive and interesting sites. Consumers surveyed expressed interest in a wide variety of features that would improve their shopping experience, but what does creatin...
Recent data out of McKinsey & Co. reveals that offshore outsourcing providers have only captured 10 percent of a potential US$300 billion business. One opportunity for new growth is IT services. Business processes outsourcing will continue along the curve it has established, but McKinsey predict...
For years, marketers have shuddered at the realization that consumers are on to them. They've worried about saturation, about people ingesting so many advertisements and marketing messages on an average day that no one has a chance at standing out. Marketers have created a whole lexicon around the p...
The fact that instant messaging, e-mail and chat are rising much faster as a combined approach to communicating supports the scenario of communication hubs redefining customer relationships in the next three to five years. Yahoo claims that 10 percent of all instant messaging sessions end with a te...
It's time to start thinking about what comes after CRM. I am not trying to be alarmist or to set a dire tone, I just think there's a good amount of evidence that CRM has taken us as far as it's going to and we need to think about something beyond it. That's not to say that CRM is dead -- far from i...
Today's organizations increasingly experience the creep from the general tracking of customer contacts and responses by CRM to the general tracking of marketing activities and their returns by the CFO. Marketers have to look at the bigger picture, at their contribution to the entire enterprise, rat...
Every generation has a few seminal moments, and while a company IPO does not compare to the wars and assassinations that have typically marked a generation's coming of age, Netscape's IPO and all of the downstream bubble activity it presaged have irrevocably changed the way we all live. Before the ...
Too many companies seem to believe that the right technology is the key to e-commerce success. But the firms that really make e-commerce pay off don't simply hand over their e-commerce destinies to consultants, system integrators or vendors. Instead, they undertake the hard work of self-examination...
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