Archive

Blue Cross Blue Shield of Arizona has chosen Resolution EBS's Centrifuge business rules management platform as part of a plan to automate and streamline its current business practices. Blue Cross Blue Shield of Arizona "is always looking for ways to increase customer satisfaction and reduce administ...

Britain's environment watchdog has found the country's drinking water contains measurable amounts of the antidepressant Prozac, the Observer Sunday newspaper reported. The Liberal Democrats' environment spokesman, Norman Baker calls the phenomenon a "hidden mass medication upon the unsuspecting pub...

Entellium Asia, the Asian arm of the second generation hosted CRM provider, yesterday announced the set-up of its regional operations in Singapore. The company originally started operations in Kuala Lumpur Malaysia, in May 2000, but closed its sales operation in Asia in 2002 and shifted its corporat...

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...

I have heard a lot of talk in the industry lately about CRM being "over." The current phase lacks the 40 percent-plus growth rates of the 1990s, and many people have concluded that means the need for customer relationship management solutions is waning. But maybe not. Although CRM's formal history o...

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...

Marc Benioff, chairman and CEO of Salesforce.com, rang the closing bell at the New York Stock Exchange last Wednesday, an act that some day may be viewed as the end of the beginning of the hosted enterprise-software revolution. The ritual market closing was part of a bigger event: the company's firs...

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...