Business Relationship Management

 
 
By Jim Rapoza  |  Posted 2005-04-11 Email Print this article Print
 
 
 
 
 
 
 

While CRM products are often concerned mainly with managing lists of current and potential customers, the key elements of retaining customers and increasing sales at the moment of purchase are often left out of many customer relationship management offeri

WINNER Epiphany Inc.
Epiphany Interaction Advisor E6

While CRM products are often concerned mainly with managing lists of current and potential customers, the key elements of retaining customers and increasing sales at the moment of purchase are often left out of many customer relationship management offerings. But this clearly is not the case with Epiphany Interaction Advisor E6, which impressed the judges with its real-time capabilities for retaining customers or cross-selling at the point of purchase.

For a list of all the winners and finalists of the fifth annual eWEEK Excellence Awards, click here.
Whether a customer is interacting with a business through a Web site, a phone call or at the point of sale, Interaction Advisor E6 makes it possible to provide customized and pertinent offers at the key moment of decision through the use of complex analytical methods and customized rules.

We were also impressed with Interaction Advisor E6s ability to easily integrate, via its prebuilt integration mechanisms, with other back-end systems and even competing products, such as those from Oracle Corp. and Seibel Systems Inc.

More information is at www.epiphany.com.

FINALISTS

eGain Communications Corp.
eGain Service 7

In the modern business world, companies need to be able to provide unified and complete customer service across many channels, often dealing with customers who will themselves seek service in multiple ways. This makes the unified approach to customer interaction hubs ideal for meeting all your customers service needs.

eGain Service 7 makes it possible to provide a unified service hub that seamlessly supports customers through self-service Web sites, interactive media such as chat, and traditional phone and support-personnel assisted service. We were impressed with the products ability to centralize all these elements while also providing a centralized view into the service infrastructure.

Go to www.egain.com for more information.

Salesforce.Com Inc.
Salesforce.com Enterprise Edition Winter 05

As a leader not only in hosted CRM but also in hosted business applications, period, Salesforce.com has helped change the way that customer relationship management is viewed by many businesses, radically cutting the deployment and integration hassles found in traditional CRM solutions.

With the Winter 05 release of its flagship service, Salesforce.com (www.salesforce.com) has increased the already very good analytics, tracking and integration features of its hosted CRM product. But one of the most welcome additions in this release is the Customforce feature, which greatly increases the ability of businesses to customize Salesforce.com to meet their business needs and requirements.

Excellence Awards Winners and Finalists:
  • Analytics & Reporting
  • Application Development
  • Business Integration Systems
  • Business Relationship Management
  • Desktop & Mobile Hardware
  • E-Business Foundations
  • E-Mail Management & Security
  • Enterprise Collaboration & Messaging
  • Enterprise Storage Hardware
  • Enterprise Storage Software
  • IT Quality Assurance Tools
  • Productivity Applications
  • Server Hardware
  • Networking & Management Tools
  • Networking Infrastructure
  • System & Application Management
  • Authentication & User Management
  • Network Data-Stream Protection
  • Vulnerability Assessment & Remediation
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    Jim Rapoza, Chief Technology Analyst, eWEEK.For nearly fifteen years, Jim Rapoza has evaluated products and technologies in almost every technology category for eWEEK. Mr Rapoza's current technology focus is on all categories of emerging information technology though he continues to focus on core technology areas that include: content management systems, portal applications, Web publishing tools and security. Mr. Rapoza has coordinated several evaluations at enterprise organizations, including USA Today and The Prudential, to measure the capability of products and services under real-world conditions and against real-world criteria. Jim Rapoza's award-winning weekly column, Tech Directions, delves into all areas of technologies and the challenges of managing and deploying technology today.
     
     
     
     
     
     
     

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