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  • Wheelhouse chairman Frank Ingari talks up the managed-services provider approach to CRM

    Posted April 18, 2001 - 4:26 pm

    BEST KNOWN AS a senior executive with Lotus during its heyday and later as the CEO of Shiva, Frank Ingari is back at the helm of a new company. As founder and chairman, Ingari is the driving force behind Wheelhouse, a managed-services provider for CRM (customer relationship management) applications. Unlike other companies in this space, Wheelhouse is not wedded to any particular application. Instead, Wheelhouse uses its expertise to host and run a variety of e-business applications. In an interview with InfoWorld Editor-in-Chief Michael Vizard, Ingari talks about why he thinks the managed-services provider model makes the most sense today for deploying CRM applications.
  • IRS call center upgrade aims to boost tax-time services

    Posted April 18, 2001 - 8:57 am

    Among its initiatives, the IRS recently completed a $2 million upgrade of its call center applications, just in time for this year's tax season spike.
  • The ultimate road warrior productivity tool

    Posted April 17, 2001 - 3:40 pm

    ROAD WARRIORS of all stripes lean on e-mail, cell phones, and PDAs not just to keep up with the office but to maintain relationships with their clients. But taking care of customers requires having more information on hand than names and numbers, so many companies have started implementing CRM (customer relationship management) solutions.
  • IRS Call Center Upgrade Aims To Boost Tax-Time Services

    Posted April 17, 2001 - 2:03 pm

    Among its initiatives, the IRS has recently completed a $2 million upgrade of its call center applications, in time for this year's tax season spike.
  • Key to customer feedback is your Website

    Posted April 17, 2001 - 11:33 am

    Learn to take advantage of the critical customer communications channel the Web represents.
  • How will you know tomorrow's customer?

    Posted April 17, 2001 - 10:57 am

    It's time to admit the truth about customer relationship management. CRM is not a great technological breakthrough, but an acknowledgement that we as a society have grown more knowledgeable about making purchases.
  • Bolstering the bottom line with analytics

    Posted April 17, 2001 - 10:38 am

    Analytical CRM is the mining of data and the application of mathematical, and sometimes common-sense, models to better understand the consumer. By extrapolating useful insights into market and customer behaviors, companies can adjust business rules and react to customers in a relevant, personalized manner.
  • Vendors, users grapple with CRM shakeout

    Posted April 16, 2001 - 2:44 pm

    THE ECONOMY'S downturn and a consolidation in the CRM (customer relationship management) market are forcing companies looking to broaden their CRM systems to take a hard look at the bottom line, now more than ever.
  • Building CRM on the cheap

    Posted April 16, 2001 - 11:32 am

    There is good news for companies that can't afford Customer Relationship Management (CRM) software on a grand scale. Low-cost alternatives are available.
  • Solid CRM is difficult, but not impossible

    Posted April 16, 2001 - 11:20 am

    Managing customer relationships has always been complicated and unpredictable, but the popularity of the Internet and the explosive growth of wireless technologies make it even more so -- and more expensive. But relief is finally possible.
  • MetLife IT exec sees data overload coming

    Posted April 16, 2001 - 9:52 am

    Carol Stewart has watched data pile up like ominous digital clouds on the information horizon, and it's her job to predict when those clouds will burst and to find ways to disperse them before they overwhelm MetLife's systems.
  • E.piphany extends demand chain

    Posted April 16, 2001 - 8:58 am

    E.PIPHANY, a CRM (customer relationship management) vendor, this week unveiled key partnerships toward building a customer-driven demand chain for businesses working via indirect channels.
  • ePeople unveils service network for corporate IT

    Posted April 13, 2001 - 2:28 pm

    Online support provider ePeople this week rolled out its service network for corporate IT departments, aiming to give these organizations a better way to manage all aspects of their support business.
  • Heartbreak Hotels

    Posted April 12, 2001 - 3:43 pm

    Alignment doesn't come easy, especially in an industry built on human contact.
  • Making the Customer King

    Posted April 12, 2001 - 2:43 pm

    Although in theory it's a time of universal goodwill, the holiday shopping season is a battleground for established retailers and fledgling e-tailers. Whether you are selling books and $4,000 skirts online or trying to figure out what goods and services your business partners need and when they must have them, your customers' expectations are going to be high and unmerciful. Companies that fail to put into action their rhetoric about transforming themselves into customer-centric enterprises will suffer the consequences: Competition is only a click or a call away. And customer loyalty for all companies comes at a high price, no matter what time of year it is.
  • Credit and CRMs

    Posted April 12, 2001 - 11:44 am

    The New the Hot the Unexpected
  • PeopleSoft eyes new CRM licensing model

    Posted April 10, 2001 - 11:23 am

    WITH THE RELEASE of the latest version of its CRM (customer relationship management) software, PeopleSoft has changed the way it sells the product to a value-based licensing plan.
  • How to Communicate Value

    Posted April 9, 2001 - 4:32 pm

    Translating IT into business value requires constant chats across corporate aisles.
  • Meter Readers

    Posted April 9, 2001 - 3:28 pm

    A method used to evaluate e-commerce projects prompted Wisconsin Gas to reexamine its priorities.
  • Fall of the Ottoman Empire

    Posted April 9, 2001 - 11:19 am

    The New the Hot the Unexpected A Jan. 15, 2000, article in these pages touted the brilliance of Framingham, Mass.-based Furniture.com, a company that sold furniture and other household amenities via the Web. With $48 million in capital during the first two rounds of funding, the company was ready for some serious growth.
  • Like ERP, CRM Systems Can Be a Struggle to Launch

    Posted April 4, 2001 - 1:15 pm

    Customer relationship management (CRM) systems have become the new Holy Grail of high-end corporate computing. But like the famously difficult last Holy Grail - enterprise resource planning systems - getting them up and running is harder than it looks.
  • Taking Customers Cereally

    Posted April 3, 2001 - 11:46 am

    The New the Hot the Unexpected
  • Elusive customer service

    Posted April 2, 2001 - 9:12 am

    ALTHOUGH ONLINE retailers focused on back-end fulfillment processes and snappy Web design this holiday season, customer service remains a blind spot for many businesses.
  • E-CRM calls customer king

    Posted March 21, 2001 - 12:48 pm

    THE GROWTH OF e-business and the continuing rise in the volume of online transactions has given consumers more contact points with companies than ever before. These days, "e-customers" operate in a multichannel universe with the ability to solicit information via phone, fax, e-mail, Web sites, online chat groups, VOIP (voice over IP) calls, and even old-fashioned face-to-face communication. This array of communication channels has given rise to a new demand-based business model in which customers determine how, when, and where they will be served.
  • Fleet Expands CRM Tool to Hundreds of Banks

    Posted March 13, 2001 - 11:39 am

    FleetBoston Financial Corp. recently announced that it will roll out its customer relationship management (CRM) sales system to hundreds of its offices in the Northeast.

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