GMT Advances Workforce Management for the Enterprise
2/6/2009 - Single Application Helps Optimize Resources in Multiple Departments
Richard Snow
Aspect Acquires AIM Technology to Advance Call Center Performance Management
2/2/2009 - Consolidation Continues in the Contact Center Market
Richard Snow
eglue Assists Agents Improve the Customer Experience
1/6/2009 - Technology Adds Intelligence to the Agent Desktop
Richard Snow
Genesys Aims To Improve Customer Service
12/1/2008 - Innovative New Product Adds Intelligence to Customer Interactions
Richard Snow
DataFlux Unifies Data Quality and MDM for Data Integration
11/18/2008 - New Platform Enables Unique Class of Information Management Technology for the Enterprise
David Stodder
Agent Performance Management Is a Complex Process
10/27/2008 - Even Choosing Software Can Be Complicated
Richard Snow
Verint Adds Agent Coaching
10/27/2008 - New Module Completes Suite of Software for Agent Performance Management
Richard Snow
Next Generation of Master Data Management
10/27/2008 - Managing Metrics, Dimensions, Views and Hierarchies Is Critical for MDM
David Stodder
Aspect and Microsoft Partner to Improve Customer Interaction Handling
10/27/2008 - Integrated Products Will Allow High-Quality Customer Service Wherever Needed
Richard Snow
Envision Upgrades Product Platform
10/27/2008 - New Release Heralds More Integrated Portfolio
Richard Snow
Merced Systems Expands Portfolio
9/18/2008 - Call Center Vendor Takes Over Incentives Software Company
Richard Snow
Tealeaf Tracks Customer Behavior during Web Self-Service
9/18/2008 - New Product Provides Insight into Online Transactions
Richard Snow
Numero Makes Text-Handling More Effective
9/12/2008 - Natural Language Processing Enhances Response to Text-Based Communications
Richard Snow
Listening to the Customer Experience
9/12/2008 - Customer Feedback Can Yield Valuable Clues about Behavior
Richard Snow
Managing the Customer?s Phone Call Experience
9/12/2008 - Benchmark Research Finds Growing Importance of Smart Desktop for Agents
Richard Snow
Customer Performance Management
9/12/2008 - Leading and Managing Your Customer Assets
Richard Snow
Salesforce.com Buys InStranet
9/12/2008 - Purchase Signals Rising Importance of Customer Interaction and Experience
Richard Snow
Informiam Improves Customer Interactions
8/1/2008 - Multiple Information Views Add Up to More of a Complete Picture
Richard Snow
InVision Helps Manage Entire Workforce
8/1/2008 - Software Addresses Needs of Both Enterprise and Contact Center
Richard Snow
Microsoft Advances Customer Self-Service
8/1/2008 - Vendor Enhances Automated Service Agent
Richard Snow
Nice Systems Delivering Results in 2008
8/1/2008 - First-Quarter Performance Demonstrates Customer Growth
Richard Snow
IEX Rationalizes Its Performance Management Products
8/1/2008 - Nice Systems Subsidiary Launches Performance Manager
Richard Snow
SmartPoint Enables Companies to Build a More Intelligent Desktop
7/25/2008 - Version 3.1 Displays Contextual Customer Information
Richard Snow
Operational BI Drives Demand for Timely Data
7/25/2008 - Frequent Data Updates Enhance Business Benefits
David Stodder
Planning for Price Volatility
7/25/2008 - Traditional Budgets and Plans Fall Short When Prices Change Rapidly
Robert D. Kugel CFA
Make Sales Forecasting and Demand Planning More Effective
6/30/2008 - Addressing Accuracy, Collaboration and Strategic Alignment for Improvement
Robert D. Kugel CFA
Integrate Sales Forecasting and Demand Planning
6/30/2008 - Together, the Two Can Improve Performance
Robert D. Kugel CFA
Customer Relationship Management Evolves
6/6/2008 - Changing Perspectives in Industry
Richard Snow
Informatica Adds Identity Recognition and Resolution
6/6/2008 - Acquisition of Identity Systems Will Strengthen Information Management Offerings
David Stodder
Sales and Operations Planning Is Immature
6/6/2008 - Companies Must Focus on Continuous Improvement
Robert D. Kugel CFA
Teradata Showcases Mobile Marketing
6/6/2008 - Database Vendor Continues Move to Address Customer Performance Requirements
Richard Snow
New Software for Performance Management in the Contact Center
6/6/2008 - Companies Often Don?t Know What?s Available
Richard Snow
Nice Systems Offers More Integration
6/6/2008 - SmartCenter Builds On Service-Oriented Architecture
Richard Snow
Potential Market Size for Sales Performance Management
4/29/2008 - In U.S. Alone, Could Exceed $8 Billion by 2010
Mark Smith
Verint Enhances Data Security in Contact Centers
4/23/2008 - Impact 360 Includes New Safety Features
Richard Snow
Sales Performance Management Research Agenda for 2008
4/23/2008 - Focus Is on Improvement in Operations, Processes and People
Mark Smith
A New Focus on Performance in the Contact Center
4/11/2008 - Companies should concentrate on effectiveness as well as efficiency
Richard Snow
Teradata Extends Offerings in Enterprise Marketing
4/11/2008 - New Enterprise Offer Management (EOM) suite enables interacting with customers more confidently
Richard Snow
Information Management Research Agenda for 2008
4/1/2008 - Focus Is on Improving Value, Quality and Timeliness of Information
David Stodder
Cincom Delivers Suite for Customer Experience Management
3/7/2008 - Products Support Key Functions of CEM
Richard Snow
Graham Technology Goes to Heart of Customer Experience Management
3/7/2008 - Ciboodle Provides Platform for Building Interaction-Handling Processes
Richard Snow
Taking Action To Improve the Customer Experience
3/7/2008 - ResponseTekCEM Supports Customer Performance Management Cycle
Richard Snow
Customer Performance Management Research Agenda for 2008
3/7/2008 - Focus Is on Expanding Interactions with Customers
Richard Snow
Witness Actionable Solution Launches Integrated Software for Customer Service
1/4/2008 - Verint?s acquisition of Witness Systems produces larger suite and new benefits
Richard Snow
Getting the Best Out of Customer-Facing Employees
12/20/2007 - Merced?s PowerCoach helps improve their performance
Richard Snow
Customer Experience Management Technology
12/20/2007 - Newer approaches can help companies satisfy customers better
Richard Snow
Customer Experience Management Can Refocus Contact Centers
12/20/2007 - Better customer relationships improve business performance
Richard Snow
True Measures of Customer Satisfaction
11/19/2007 - CustomerSat?s technology helps assess and monitor customer satisfaction
Richard Snow
Contact Centers Struggle for Customers? Trust
11/19/2007 - U.K. Customer Contact Association forum reveals pressure to change
Richard Snow
Help for Retail Customer Account Teams
11/9/2007 - TrueDemand helps CPG organizations know their true supply chain demand
Ventana Research
Consolidation Could Spur Innovation in the Contact Center Market
9/21/2007 - NICE Systems to acquire Actimize
Richard Snow
Improving the Self-Service Customer Experience
9/17/2007 - Tealeaf delivers insight into customers? use of the Web
Richard Snow
Contact Centers Still Perform Poorly
9/7/2007 - Studies show centers don?t meet customers? expectations
Richard Snow
AIM Technology Releases Applications for Contact Center Performance Management
8/17/2007 - Version 6.1 of AIM Performance Suite adds new applications and capabilities
Richard Snow
High-Quality Master Data Is Vital to Business Success
8/17/2007 - Siperian?s technology supports enterprise-wide master data management and data governance
Richard Snow
The Challenge of Managing Customer Data
8/17/2007 - Benchmark research finds creating a single source of the truth for customer information isn?t simple
Richard Snow
Organizations Struggle To Manage Customer Data As Information Assets
8/3/2007 - Poor quality data prevents gaining a 360-degree view of customers
Richard Snow
Gaining Intelligence about Customer Behavior
7/20/2007 - ClickFox delivers multichannel customer insights
Richard Snow
As-Needed Information Drives Contact Center Performance
7/20/2007 - VPI delivers insights to improve agent effectiveness
Richard Snow
An Opportunity To Manage Performance Management
6/29/2007 - Y-Change improves processes and programs for strategies and initiatives
Mark Smith
Cognos Now! Aims for Operational BI
6/19/2007 - Appliance and SaaS approaches could accelerate adoption
David Stodder
Customer Service Comes to the Fore
6/19/2007 - Genesys reinforces support for entire customer service chain
Richard Snow
Sales Forecasting Remains A Challenge
6/19/2007 - Lack of sales and demand forecasts holds back good revenue planning
Ventana Research
Contact Center Virtualization Accelerates
6/12/2007 - But many companies don?t take full advantage of their technologies
Richard Snow
VoIP Drives Contact Center Maturity
6/1/2007 - Internet-based communications technology helps companies innovate in customer service
Richard Snow
Merced Offers Customer-Centric Performance Management
5/24/2007 - Performance Suite 3.0 delivers support for customer operations
Mark Smith
Informatica Unveils New Products
5/23/2007 - Informatica World showcases new versions of all Informatica products and a commitment to partnering
Richard Snow
Creating an Efficient and Effective Contact Center
5/14/2007 - Genesys 7.5?s Dynamic Contact Center moves operations forward
Richard Snow
Verint Buys Witness
5/14/2007 - The contact center market continues to consolidate
Richard Snow
Contact Centers Offer More Channels of Communication
5/11/2007 - Companies look to latest trends to communicate with customers
Robert D. Kugel CFA
Technology Can Drive Maturity in Contact Centers
4/23/2007 - But research finds few maximize use of their technology investments to improve operations and the customer experience
Richard Snow
Contact Center Performance Management Research Agenda for 2007
4/17/2007 - Exploring people, process and technology approaches to improve customer interactions
Richard Snow
Customer Management Research Agenda for 2007
4/17/2007 - From CRM to customer experience management and a single view of the customer
Richard Snow
A Single Source of Customer Data
4/17/2007 - DataFlux enables customer master data management
Richard Snow
Merced Systems and Aspect Software Join Forces
4/17/2007 - Two leading vendors partner to improve operational performance
Richard Snow
Jacada and Avaya Join Forces
2/22/2007 - Major contact center vendors partner to improve the agent?s desktop
Richard Snow
Customer Management Technology Comes On Strong
2/15/2007 - U.K. marketing show sees emphasis on Web analytics, e-marketing, CRM and data management
Richard Snow
Adopting Customer-Focused Business Processes
2/6/2007 - Noetica re-engineers customer interaction-handling processes
Richard Snow
Can Onyx Practice What It Preaches?
2/6/2007 - Takeover offers opportunity to become customer-centric again
Richard Snow
Business Intelligence for the Contact Center
1/24/2007 - Symmetrics suite provides information to improve performance
Richard Snow
Will Open Source Work for CRM?
1/17/2007 - Queplix enters market for customer relationship management
Richard Snow
Jacada Provides Intelligent Agent Desktop and SOA
1/4/2007 - Latest versions help companies improve performance of contact centers
Richard Snow
Call-Handling Information Makes Contact Centers More Efficient
12/14/2006 - Informiam provides insight into call center performance
Richard Snow
How Customer Loyalty Impacts Customer Relationship Management
12/7/2006 - New thinking is needed to make loyal customers more profitable
Richard Snow
Simplifying Sales Compensation Is Xactly the Point
12/1/2006 - Improving process and performance is a worthy goal
Mark Smith
The Future for CRM: Where Information Management and Business Intelligence Intersect
11/21/2006 - Lack of customer data integration and quality and MDM hinder organizations
Richard Snow
Advanced Communications Change Customer Relationships
11/2/2006 - As communications costs fall, companies have to rethink how they interact with customers
Richard Snow
Oracle Moves into PBX Market
10/19/2006 - CRM and contact center strategies: joining or conflicting?
Richard Snow
Spreadsheet Auditing Cuts Risk
10/10/2006 - New technology from Compassoft audits and governs spreadsheets
Mark Smith
Cisco No Longer Purely a Network Company
9/28/2006 - Industry leader diversifies into products for contact centers
Richard Snow
Contact Center BI Starts to Mature
9/15/2006 - ICCM showcases new vendors focused on the center
Richard Snow
Extracting Information from Call Data
9/11/2006 - BI techniques improve insights from call recordings
Richard Snow
Customer-Centric Organization Remains a Dream
9/11/2006 - Companies need to rethink their customer relationship strategies
Richard Snow
Sales Compensation Management Market Grows
8/14/2006 - But persistence of spreadsheet use and lack of process hamper accuracy and results
Mark Smith
CRM Has Passed Its Sell-By Date
8/11/2006 - Managing customer relationships needs a much broader approach
Richard Snow
A New Force in Sales Process and Performance Improvement
8/4/2006 - ForceLogix introduces on-demand applications for sales optimization
Mark Smith
Customer- and Process-Focused Performance Management
8/3/2006 - Root-cause analysis and process improvement can help reduce costs
Richard Snow
Microsoft Selects Initiate Systems for Customer Data Integration
7/25/2006 - Does it signal convergence of operational and analytic MDM?
Ventana Research
Varicent Automates Sales Compensation Management
7/20/2006 - Suite is simple yet comprehensive
Mark Smith
Is Your Customer Data at Risk?
7/20/2006 - Legislation alone can?t protect this critical asset
Richard Snow
Onyx To Be Acquired by M2M Holdings
7/13/2006 - CRM vendor resists takeover by CDC
Richard Snow
HardMetrics Maps Data Delivery
7/13/2006 - System provides new option for contact center performance management
Richard Snow
Envision Performance Suite Helps Improve Operations in Contact Centers
7/12/2006 - Integrated solution provides support for agents, customers and business in general
Richard Snow
Service-Oriented Architecture Has Yet to Arrive In the Contact Center
6/29/2006 - Many companies aren?t ready to optimize processes and technology to manage customer interactions
Richard Snow
Merced Systems Addresses Performance Management in Contact Centers
6/2/2006 - Large customer uses product to improve agents? performance
Richard Snow
Informatica Offers Data Integration on Demand
6/2/2006 - Software leader elevates importance of managing decentralized business data
Mark Smith
SAP Takes One More Step in its On-Demand Strategy
6/1/2006 - Will the new functionality and user interface for SAP CRM on-demand be enough?
Richard Snow
Onyx Expands CRM Offering
5/26/2006 - Integrated suite now includes customer interaction process management and analytics
Richard Snow
Enkata 6 Supports Operational Performance Management
5/25/2006 - New version adds industry-specific features for key vertical markets
Richard Snow
Finding the Right Performance Measures for Contact Centers
5/25/2006 - How important is first-time call resolution?
Richard Snow
IBM Unveils New Master Data Management Software
5/25/2006 - Release handles product master data for retail and manufacturing
Ventana Research
Business Objects and Purisma Announce Technology Partnership
5/18/2006 - Business intelligence and customer data integration will come together
Ventana Research
Diagnosing An MDM Malaise
5/18/2006 - How to tell if you have problems with master data
Ventana Research
Nice Systems Acquires IEX and Performix
5/1/2006 - Contact center performance management market consolidates further
Richard Snow
Cognos Evolves Performance Management
4/27/2006 - Company deepening its focus in finance and looking to operations
Robert D. Kugel
Oracle Re-Enters BI Market Seeking Leadership Position
4/25/2006 - Acquisition of Siebel brings new BI technology, applications and strategy
Mark Smith
BI Is Not Middleware
4/18/2006 - Oracle indecisive on whether BI will be separate or integrated into Fusion
Mark Smith
Technical Developments Are Broadening Customer Relationship Management
3/29/2006 - VoIP, analytics and other key technologies may help redeem CRM
Richard Snow
SAP Enters on-demand CRM Market
3/29/2006 - Industry heavyweight gets behind new service model for CRM
Richard Snow
Business Events Brings Responsiveness to Marketing and Sales
3/28/2006 - Intelligent notification service alerts organizations
Mark Smith
IRI Brings Next Generation of Analytics for CPG
3/28/2006 - Sleepy CPG industry has new solutions to advance towards performance management
Mark Smith
Consumer Packaged Goods Needs Performance Management
3/28/2006 - Advances in technology and use of information have had limited impact
Mark Smith
Cisco Enters Voice Analytics Market
3/20/2006 - New Customer Interaction Analyzer application changes market dynamics
Richard Snow
Operational Performance Management 2006 Research Agenda
3/20/2006 - Aligning people, process and technology can improve operational results
Ventana Research
Performance Management ? A Grand Opportunity to Improve
3/15/2006 - Managing performance is at the core of every organization?s mission
Mark Smith
Callidus Software and Sales Performance Management
3/15/2006 - Company rebounding with new management, applications and customers
Mark Smith
What Is Location Intelligence?
3/1/2006 - Improve processes and performance through contextual information about location
Mark Smith
Salesforce.com Flashes New Wares
2/22/2006 - Reliability questions linger around launch of new application and platform services
Mark Smith
Pilot Provides Process to Improve Performance
2/20/2006 - PilotWorks 2006 advances operational performance management
Mark Smith
Onyx Rejects Hostility
2/8/2006 - CRM provider fends off takeover attempt
Mark Smith
The Changing Face of Customer Relationship Management
2/6/2006 - As companies review their CRM strategies, the next generation of products is emerging
Richard Snow
Contact Center Performance Management Research Agenda for 2006
1/18/2006 - Spotlight is on customer-focused operations and decentralizing customer interaction management to achieve real CRM
Richard Snow
Sales and Marketing Performance Management Research Agenda for 2006
1/18/2006 - Improving the performance and profitability of marketing and sales investments will be the focus
Mark Smith
Salesforce.com has On-Demand Mishap
1/3/2006 - Customers of salesforce.com lose service for a day
Richard Snow