-
Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
online customer support software:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
MicroStrategy has recently added CRM applications to its offerings. The company’s new CRM suite, eCRM7, will be generally
available in December. MicroStrategy is also employing CRM concepts within its own organization to increase customer satisfaction. (...)
Excerpt related to
online customer support software:
MicroStrategy has recently added CRM applications to its offerings. The company’s new CRM suite, eCRM7, will be generally
available in December. ...
Published:
2000-12-15
-
Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to
provide explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, we continue the Lexicon
of CRM. (...)
Excerpt related to
online customer support software:
CRM itself is an acronym, standing for Customer Relationship Management. This is part two of a three-part article to provide
explanation and m...
Published:
2001-10-19
-
Abstract:
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface
(UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view
of a product, service or provider. (...)
Excerpt related to
online customer support software:
... training easier, and a responsive customer support group helps ...
released by the Meta Group's software evaluation company ... Amazon.com and America
Online have also ...
Published:
2002-01-18
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Abstract:
Taking advantage of its rival Microsoft’s either reticence or satiation, Epicor recently acquired its long-term partner Clarus
for an almost next to nothing price to provide mid-market with a solid add-on e-procurement and, eventually, SRM value proposition
too. (...)
Excerpt related to
online customer support software:
Taking advantage of its rival Microsoft’s either reticence or satiation, Epicor recently acquired its long-term partner Clarus
for an almost next ...
Published:
2002-12-04
-
Abstract:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product
promises mid-size businesses a more affordable, scaled down version of Siebel’s top tier application suite. (...)
Excerpt related to
online customer support software:
Siebel is making a big push into the mid-market with the introduction of eBusiness 2000 MidMarket Edition. This product promises
mid-size busines...
Published:
2000-08-21
-
Abstract:
Welcome to TEC's Vendor Spotlight series. This installment focuses on KANA Software, a company founded in 1996 that has evolved
from e-mail management into service experience management. See how KANA's software and service offerings help more than 600
customers manage the entire customer service lifecycl (...)
Excerpt related to
online customer support software:
... See how KANA's software and service offerings help more than 600 customers manage
the entire customer service lifecycle, from initial customer contact through ...
Published:
2011-04-26
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Abstract:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy to be significant competitive variables. The result is a clearly defined ASP strategy that emphasizes
forging quality relationships with a few ASPs. (...)
Excerpt related to
online customer support software:
Onyx Software is a CRM vendor that competes in the mid-market. Onyx considers implementation risk, implementation time, and
distribution strategy ...
Published:
2000-10-18
-
Abstract:
Adobe’s support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response
system to decrease escalating support costs. (...)
Excerpt related to
online customer support software:
... of automated response technology for the online customer service market
... company in the world, as a customer of IslandData's ... user e-mail
and web support requests ...
Published:
2000-04-05
-
Abstract:
Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface
(UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view
of a product, service or provider. (...)
Excerpt related to
online customer support software:
... training easier, and a responsive customer support group helps ...
released by the Meta Group's software evaluation company ... Amazon.com and America
Online have also ...
Published:
2002-01-18
-
Abstract:
BigMachines differentiates itself in the quote-to-order (Q2O) sphere due to its solutions’ lean end-to-end, inquiry-to-order
focus. Although there are other vendors offering Q2O as a service, BigMachines product is arguably more flexible, as high
tech manufacturers may be noting. (...)
Excerpt related to
online customer support software:
BigMachines differentiates itself in the quote-to-order (Q2O) sphere due to its solutions’ lean end-to-end, inquiry-to-order
focus. Although there...
Published:
2008-08-22
-
Abstract:
By harnessing .NET possibly more zealously than its creator Microsoft’s Great Plains and Navision enterprise counterparts,
and while difficult market conditions continue to persist, Epicor might be showing us that ‘a brave heart and wise mind’ can
keep it in the mid-market leadership race amongst a (...)
Excerpt related to
online customer support software:
... reconciliation and inventory control software for 11,000 ... in conjunction
with Clientele Customer Support, gives Geac's ... to search in an online
knowledgebase for ...
Published:
2002-06-11
-
Abstract:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult
to understand, more expensive to buy, more dif (...)
Excerpt related to
online customer support software:
Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise
applications, but not mu...
Published:
2001-08-27
-
Excerpt related to
online customer support software:
... more expensive assisted (“hand-holding”) support as well ... registrations,
cancellations, and customer details within ... be able to create online
campaigns with ...
Published:
2010-03-04
-
Abstract:
GMAC is pushing for enterprise-wide web enablement of existing IT assets to support customer self-service platforms. NEON
Systems’ Shadow Direct product gives them access to legacy ADABAS databases in a real-time Internet environment. (...)
Excerpt related to
online customer support software:
... Nelson states that the same high level of customer support and fast
turnaround on software issues by ... we use in our mainframe can now be used online
and in ...
Published:
2001-03-05
-
Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
online customer support software:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
-
Abstract:
By harnessing .NET possibly more zealously than its creator Microsoft’s Great Plains and Navision enterprise counterparts,
and while difficult market conditions continue to persist, Epicor might be showing us that ‘a brave heart and wise mind’ can
keep it in the mid-market leadership race amongst a (...)
Excerpt related to
online customer support software:
... reconciliation and inventory control software for 11,000 ... in conjunction
with Clientele Customer Support, gives Geac's ... to search in an online
knowledgebase for ...
Published:
2002-06-11
-
Abstract:
Adobe’s support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response
system to decrease escalating support costs. (...)
Excerpt related to
online customer support software:
... of automated response technology for the online customer service market
... company in the world, as a customer of IslandData's ... user e-mail
and web support requests ...
Published:
2000-04-05
-
Abstract:
Over past two decades, Ross Systems has delivered strong back-office functionality and good customer support within certain
industries; it is considered a leader in native process manufacturing functionality. The company has also expanded its online
operations through its RenaissanceLink software applica (...)
Excerpt related to
online customer support software:
Over past two decades, Ross Systems has delivered strong back-office functionality and good customer support within certain
industries; it is cons...
Published:
2000-07-20
-
Abstract:
"Extending its portfolio of solutions to the industrial sector, System Software Associates (NASDAQ: SSAXD) today announced
a joint marketing and development agreement with SynQuest, Inc. to provide an integrated supply chain solution that will allow
SSA customers to drive profitability and lower costs. S (...)
Excerpt related to
online customer support software:
"Extending its portfolio of solutions to the industrial sector, System Software Associates (NASDAQ: SSAXD) today announced
a joint marketing and d...
Published:
1999-10-01