CRM - June 2008 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. Air Canada 14 Aloha Airlines 14 American Airlines 14 Apple 12 ATA 14 Awana 45 Business 2.0 28 Candela 38 Chili’s 22 Corporate Express 14 Dawson McAllister Association 32 Engage Inc 38 Facebook 14, 28 Harrah’s Entertainment 6 Hy-Vee 22 Ice Energy 43 Kampgrounds of America 22 LinkedIn 28 Linksys (Cisco Systems) 43 Loop’d Network 28 Medway Council (United Kingdom) 14 MySpace 14, 28 NASA 50 Nordstrom 22 PGAC 44 Powered 28 Skybus 14 Skyway 14 Southwest Airlines 22 Starbucks 6, 22 Subway 22 Utah Jazz 46 Virgin Megastores 38 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Multichannel marketing tools > > Product: Integrating essential marketing analytics across campaigns It’s difficult enough to accumulate all the necessary statistics and demographics needed to put together a targeted marketing program. Now imagine trying to unite all those sundry figures while simultaneously juggling additional sources of siloed customer and product data. Companies can save time and trouble by investing in multichannel marketing tools that can make the most of all the hard work spent in data collection by creating easy-to-follow, integrated marketing plans that can be implemented immediately. Neolane v4 Delivery Model: Software-as-a-service (SaaS) or customer-hosted model Price: Entry level is $3,000 per month for 100,000 records or $90,000 plus 18 percent for perpetual maintenance/support. Business Benefits: Many companies’ solutions feature applications—such as lead management, marketing resource management, and analytics and reporting—that are typically stove-piped and don’t work well together. Neolane promises an offering that combines these applications into one platform and unifies them as part of a coordinated business process to create effective customerinteraction scenarios. Functionality: The solution features a single code base, as well as a single interface with an automated, role-based, collaborative workflow engine. This Web-services–based solution can deliver flexible, on-demand user access. Neolane’s offering also contains an intuitive graphical user interface that provides a simple visual design palette for designing and managing closed-loop data and systems process automation. ■ADVERTISERS Avaya inside front cover www.avaya.com/change Calabrio 15, 17, 19 www.calabrio.com www.saynotoducttape.com 1-763-592-4600 CRM in Real Time, by Barton Goldenberg 35 books.infotoday.com/books/RealTimeCRM.shtml destinationCRM 2008 20 www.destinationCRM2008.com 1-800-300-9868 Excellence Every Day, by Lior Arussy 41 books.infotoday.com/books/ ExcellenceEveryDay.shtml Oracle 5 www.CRMOnDemand.Oracle.com 1-866-906-7878 RightNow Technologies 9 www.rightnow.com/nikon SpeechTEK 2008 37 www.speechtek.com 1-800-300-9868 United States Postal Service 11 www.usps.com Verint inside back cover www.verint.com 1-800-4VERINT Vovici back cover www.vovici.com 1-800-787-8755 Contact: Neolane at 1-617-467-6760; or visit www.neolane.com. > > Product: > > Product: SAS Marketing Optimization Delivery Model: On-premise software Price: Starts under $200,000. Business Benefits: The solution enables marketers to increase marketing return on investment by determining the best offers for individual customers. SAS Institute’s offering also can deliver analytic insight into the value of business constraints, two of which are channel capacity and contact policies. Functionality: The solution is built on a high-performance optimization engine designed to improve scalability and reduce computation time. All scenarios, constraints, reports, and analyses can be defined and performed through a single user interface. With the solution’s scenario graphics feature, marketers can define alternatives within an optimization project. Contact: SAS Institute at 1-919-677-8000; or visit www.sas.com. Unica Affinium Insight Delivery Model: On-premise software Price: Starts at $45,000, based on number of users and number of customers/prospects being analyzed. Business Benefits: The solution’s dashboards and flexible visualizations give marketers another avenue to analyze customer behavior across multiple channels. Affinium, a staple of Unica’s enterprise marketing management (EMM) suite, enables customer insights throughout the entire marketing team, including segment, product, and brand marketers, as well as decision-makers at central, regional, and local offices. Functionality: Marketing-specific visualizations included in the solution identify trends and provide root-cause-and-effect insights into customer behavior and opportunities, while flexible (and unlimited) visual drill-throughs enable marketers to find program delays or select the proper target audience. Affinium Insight’s EasySets enable marketers to focus on any slice of customer or program data, and to analyze that slice quickly. ■WEB EVENTS Citrix webinar 13 destinationCRM.com/webevents/citrix/04jun2008 Genesys Telecommunication Laboratories webinar.25 destinationCRM.com/webevents/genesys/18jun2008 Contact: Unica at 1-781-839-8000; or visit www.unica.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | JUNE 2008 47 http://www.avaya.com/change http://www.neolane.com http://www.calabrio.com http://www.saynotoducttape.com http://books.infotoday.com/books/RealTimeCRM.shtml http://www.destinationCRM2008.com http://books.infotoday.com/books/ExcellenceEveryDay.shtml http://www.CRMOnDemand.Oracle.com http://www.sas.com http://www.rightnow.com/nikon http://www.speechtek.com http://www.usps.com http://www.verint.com http://www.vovici.com http://www.unica.com http://destinationCRM.com/webevents/citrix/04jun2008 http://destinationCRM.com/webevents/genesys/18jun2008

Table of Contents Feed for the Digital Edition of CRM - June 2008

CRM - June 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point Making Mashup Masterpieces Trouble in the Air CRM on Twitter Is SaaS Ready for Its Contact Center Close-up? CRM: In the Public Interest Required Reading Lollipop Loyalty Best Practices Series: CRM & eCommerce eGain NetSuite Infor Longwood Software Vovici The Second Coming of 2.0 Believe the Hype About Hosted Contact Centers All Talk So Hot It’s Cool Linksys Gets Shaken, a Community Is Stirred The Risky Risk Business Awana Hears a SaaS Sermon Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - June 2008

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