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Knowledge Relay Introduces EVSTM 2.0 and TraceNet
Knowledge Relay LLC, a provider of business intelligence (BI) for program management (PM) software, has announced general availability of EVS 2.0, software designed to relay information to thousands of users at a low total cost of ownership (TCO). EVS acts as a presentation layer that works in conjunction with the other systems deployed in an enterprise. It brings the data together from ERP, CRM, Project Management, and other systems and creates highly visual displays of how the information from all of these systems is related. Typically, connections are created between data sources, and data is aggregated into a single location for EVS to use.
Stocktrade Selects Intervoice to Speed Online Stock Transactions
Intervoice Inc. has announced that United Kingdom brokerage firm, Stocktrade, has selected the Intervoice Voice Portal (IVP) speech platform to improve customer service and expand financial offerings to its customers throughout the UK. Stocktrade offers a wide range of financial services and products to a broad set of clients including individuals, institutions, quoted companies, fund managers, financial advisors and banks. In order to stay competitive in a market scrutinized for excellent and timely customer service, Stocktrade turned to Intervoice.
KNOVA Chosen for Patented Search Technologies
KNOVA, a Consona CRM solution and provider of service resolution and knowledge management solutions for the enterprise, has announced that Yale University will implement the KNOVA knowledge management solution as part of an overall effort to more efficiently manage IT and related administrative functions across the university. Yale plans to complete an integration between the KNOVA solution and an IT Infrastructure Library (ITIL)-compliant service management tool set this fiscal year.
Brick Marketing Announces Launch of Web Marketing Blog, WebMarketingJournal.com
WebMarketingJournal.com, a new Web marketing journal with ebook marketing tips and ecommerce solutions, has announced the launch of their new web site with a wealth of information on drop shipping, shopping carts, and other ecommerce solutions. With the rising popularity and market share of ecommerce sites on the Internet, thousands of new sites appear each year from new start-ups and traditional brick-and-mortar retailers.
ExactTarget Announces IPO
ExactTarget Inc., a provider of on-demand email marketing software solutions, has announced that it has filed a registration statement with the Securities and Exchange Commission relating to a proposed initial public offering of its common stock. Upon effectiveness of the registration statement, the common stock is expected to trade on the NASDAQ Global Market under the symbol EXTG. Thomas Weisel Partners LLC will act as sole book-runner for the offering. William Blair & Company will serve as co-lead manager and Wachovia Securities, Pacific Crest Securities and Canaccord Adams Inc. will act as co-managers.
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| SaaS CRM Market in Asia Estimated to Grow 68% in 2007
Springboard Research has announced results from its latest research covering the Software-as-a-Service (SaaS) Customer Relationship Management (CRM) market in Asia (excluding Japan). Springboard estimates that the SaaS CRM market will grow at a compound annual growth rate (CAGR) of 61% between 2006 and 2010. Springboard pegged the SaaS CRM market in Asia at US$69 million in 2006, and expects it to reach US$460 million by 2010.
Australia, Singapore, Hong Kong, Korea, India, and China are the key SaaS CRM markets in Asia Pacific. Of these, Australia remains the top market, accounting for 35% of all SaaS CRM sales generated in the region.
SaaS CRM has gained acceptance in Asia’s business mainstream and the coming year will see higher adoption rates as larger enterprises opt for SaaS CRM, says Springboard. Meanwhile, the market is set to witness unprecedented growth in the small and medium enterprises (SMEs) sector as a spate of new initiatives by vendors such as SAP, Microsoft, and Oracle promote their CRM offerings.
Increased adoption among larger enterprises will be the turning point in the uptake of SaaS CRM and will bring the model a legitimacy that it did not have when it was mainly used by SMEs. Already, leading vendors like Salesforce.com, who had traditionally targeted the SME market, are now eyeing larger enterprises. As traditional software players step up their activities by offering proprietary SaaS CRM applications, large enterprises will be lured to the market, creating an entirely new base of customers who had previously been fence-sitters. Springboard Research also forecasts that the SaaS CRM market is set for consolidation as the number of players increase and bigger players make serious forays into the marketplace.
Springboard currently estimates that SaaS CRM represents the largest segment of SaaS application expenditures in Asia at 45%, followed by collaboration, ERP/PLM/SCM applications, and human resource applications. Within the SaaS CRM segment in Asia, Salesforce.com has captured a dominant position in the market. Other prominent vendors in the region include RightNow, Oracle, and Netsuite.
More...
Best-in-Class Service Providers Leverage Service Intelligence for Customer Retention
ServiceBench, a provider of Web-based service management solutions, has announced its sponsorship of an Aberdeen Group research report examining business intelligence adoption rates and best practices across 250 field service organizations. The study revealed that leveraging post-sales service intelligence enabled best-in-class companies to boost service profitability by 18% and increase customer retention by 42%.
Top organizations have realized the value of having accurate, readily available information to drive service decisions, according to Aberdeen Group. By leveraging technology and applying the right business processes and workflows, organizations are making better, more informed decisions, providing better analysis of service performance and giving service executives the tools to perform rigorous business analysis. The result is reduced costs, better customer retention and higher service profitability.
Aberdeen used financial, operational and customer-facing performance indicators to determine best-in-class organizations in terms of balanced service performance. The study found that best-in-class service organizations are adopting data analysis tools, common knowledge bases, and simulation modeling technology to increase the speed and quality of post-sales service decision-making. These service providers are two and a half times more likely than laggard organizations to analyze service data daily or in near real-time, and are leveraging this data through centralized service management solutions to meet customer commitments, drive forecasting and improve financial tracking.
More...
Key Strategies For Evolving CMOs Into Strategic Business Leaders
Two-thirds of chief marketing officers (CMOs) want more involvement in business strategy development and increased profit and loss responsibility, according to a joint study conducted by Forrester Research and Heidrick & Struggles International. The survey of more than 130 chief and senior marketers from companies with revenues greater than $100 million revealed that marketing leaders are still fighting to increase their involvement beyond that of traditional marketing to gain greater influence within their organizations. The study by Forrester and Heidrick & Struggles, entitled "The Evolved CMO," is a blueprint for marketing executives to do just that.
The survey indicated a disconnect between the career aspirations of marketing leaders and how they spend their time. When asked which competencies are the most important to their personal success, 82 percent of chief marketers identified strategic thinking as a top imperative. Other leadership-driven competencies such as people management/team development, relationship building with the senior executive team, business acumen, and energy and inspiration completed the top five. However, CMOs reported spending less than 10 percent of their time on career development.
CMOs have a great opportunity to transform their marketing teams from order-takers to collaborators, but it takes more than harnessing available opportunities to win credibility — it takes diligent self-development, says Forrester. If CMOs want to become true business leaders, it's time for them to step up to the plate and proactively evolve their role.
One way CMOs can forge a business partnership with key stakeholders in the organization is by creating brands and offerings that are highly relevant to customers, therefore helping the company acquire new customers, drive stronger customer loyalty, improve retention, and enable bottom-line growth. However, according to the survey, one-quarter of CMOs are not involved in any way with customer service and support, distancing marketing from what customers are saying in the field. In addition, less than half of CMOs identified being the voice of the customer a top priority for their personal success, with even fewer identifying listening to/interacting with customers, and personal knowledge of customers as crucial to their jobs.
More...
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| Tools To Improve First-Call Resolution
First-call resolution is an important but elusive goal for many contact centers. With the help of tools like presence, knowledge management and real-time speech analytics — and by making first call resolution a priority — contact centers can make significant improvements in both operating efficiency and customer satisfaction.
Full Article...
How CIOs Can Introduce Web 2.0 Technologies into the Enterprise
One essential promise for Web 2.0 for the enterprise is making important information available to the people who need it, in large part by using blogs and wikis to capture and store institutional knowledge. Enterprise 2.0 tools like blogs, message boards, and wikis offer savings on training costs, among other benefits. For example, T. Rowe Price hires about 1,500 workers to work in the call center just for tax season. In the past, each person wrote down his training notes, which walked out the door when he did at the end of the season. But with the implementation of a group blog and wiki, employees were able to more quickly access answers to their questions. As a result, the company now saves one to two minutes per call at $20 per minute.
Full Article...
Market Focus: Manufacturing -- Customers, Meet Your Makers
Because manufacturers have little face time with the end users of their products, it's not surprising that the industry overall has traditionally made CRM a low priority. The market today mainly comprises a handful of multinational conglomerates ¬— but at the next tier, many manufacturers are significantly smaller, and CRM has never been their top priority. Still, CRM adoption has gained momentum lately as manufacturers continue to discover what many other businesses have already learned — the benefits of knowing more about consumers.
Full Article...
Should Your Customers Make Your Ads?
Over the past couple of years, major consumer brands such as Sony, Doritos, and Dove have tested what are called "consumer-generated ads." This means that instead of using advertising agencies to write and film TV and Internet advertising, the ads are created by customers using their own ideas and technology. In a sense, this newfangled approach is a throwback to the last century, when companies did "man on the street" commercials soliciting customer endorsements and held brand jingle contests. What's different today, of course, is that motivated amateurs not only come up with clever ad copy but also the acting, music, and video to go along with it.
Full Article...
CRM Market Trends: What Buyers Need to Know
There are a number of trends that are presently characterizing the CRM market, including vendor consolidation, market spread and growing acceptance of Software as a Service CRM. How are these trends impacting CRM buying decisions?
Full Article...
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|  Marketing
to the Social Web: How Digital Customer Communities Build Your Business
by Michael J. Pestorius
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It also quantifies the real cost of spending time with customers
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Once armed with this knowledge, future promotions stand a greater
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For
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You can find
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| Check out the CRMindustry.com Blog!
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