CRM - November 2007 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. Adidas 12 BNY Mellon Shareholder Services 24 BOK Mortgage 43 Burger King 12 FBTO 30 General Motors 43 Humberside (U.K.) Police Authority 43 ICI Paints 36 K&L Microwave 12 Precedent Insurance 36 Primos Hunting Calls 43 Ray-Ban 12 RBC Royal 18 RDS Delivery Service 30, 45 Rockler Woodworking and Hardware 43 The Right Start 30 RE:TOOLING BY COLIN BEASTY Business Problem: Tech Solution: Social networking tools > > Product: Inability to generate qualified contacts and leads within customer companies Networking has always revolved around the concept that it’s not what you know, it’s whom you know. Paralleling the growth of consumer social networks, social networking applications are automating the corporate Rolodex, helping companies leverage existing relationships to drive engagements, maximize sales, and reduce marketing and operational costs. Corporate America is taking note, and that’s turning into hard dollars for a market that is expected to grow to $428.3 million by 2009, a $382 million increase from 2006, according to IDC. Contact Networks ContactNet Delivery Model: Web-based or installed software | Price: Enterprisewide licensing starts at $35,000 per year Business Benefits: ContactNet is an enterprise search engine for relationships used by professional service firms (such as law practices, consultancies, and financial services firms) to promote business development, cross-selling, and client service. The software quickly and easily identifies colleagues with the strongest connections to a target individual, company, or industry, and automatically finds existing relationships employees have with potential clients, leveraging a firm’s valuable relationship network to find and win new business. Functionality: ContactNet requires no manual data entry, capturing data automatically by analyzing multiple data sources, including address books, email patterns, calendars, CRM systems, marketing databases, HR databases, and billing systems. The system calculates “relationship strength” for each relationship. ContactNet’s advanced privacy configurations enable firms to find the right balance between privacy and sharing. ■ADVERTISERS Accent back cover www.accentonline.com 1-866-623-0018 Accenture 9 www.accenture.com/outperform Contact: Contact Networks at 617-329-4300; or visit www.contactnetworks.com > > Product: > > Product: AT&T inside back cover www.att.com/builtforbusiness 1-866-9ATT-B2B Leverage Software Customer Connect Delivery Model: Web-based | Price: Pricing starts at $299 per month Business Benefits: Customer Connect allows businesses, enterprises, and events to take advantage of social networking by creating online communities quickly and easily, with reports on feedback from the community. Customer Connect facilitates relationship building within a customer base and has a positive impact on product development, word-of-mouth marketing, customer loyalty, referrals, customer satisfaction, and customer insight. Functionality: The Customer Connect white label social networking platform can be customized with features including scheduled chat, group discussions, social tagging, tag clouds, multimedia file sharing, blogs, and the unique PeopleMap, which allows visual-targeted matchmaking. It can be easily customized and tailored for an individual brand and can produce reports that provide analysis of customer feedback. CRM ’s Best Practices White Papers 49 1-201-327-2773 (East/Midwest) 1-800-248-8466x538 (Western) Oracle 5 www.CRMOnDemand.com 1-866-906-7878 Packet8 33 www.Packet8.net 1-866-903-7684 Practical Books 41 www.infotoday.com 1-800-300-9868 RightNow Technologies 11 www.rightnow.com/nikon Sage Software 14 www.sage360.com/crm Sterling Commerce, an AT&T company inside front cover www.sterlingcommerce.com/retail Verint 21 www.verint.com/improve 1-800-4-VERINT Contact: Leverage Software at 415-946-6164; or visit www.leveragesoftware.com Visible Path Delivery Model: Web-based Price: Pricing is free for a professional edition with a full set of end-user services; additional services for large-scale deployment and management start at $20 per subscriber with discounts based on number of users and deployment size. Business Benefits: Visible Path helps business professionals map and manage their professional social network and search the network for strong paths to people they are trying to reach through people they already know. The result is a warm introduction, which increases the connection rate. Functionality: Visible Path is integrated as a button into sales force automation software such as Hoover’s business information site, Salesforce.com, or Siebel CRM On Demand, giving users access to the social network at the click of a button. In addition, Visible Path comes with an optional Outlook plug-in that automates the process of mapping the social network. The product’s social network algorithms rate relationship strength to drive new levels of success, efficiency, and trust in your social network. ■WEB EVENTS Infor Webinar 42 www.destinationcrm.com/webevents/infor/ 31oct2007 Contact: Visible Path at 800-VIS-PATH; or visit www.visiblepath.com Contact Associate Editor Colin Beasty at cbeasty@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | NOVEMBER 2007 47 http://www.accentonline.com http://www.accenture.com/outperform http://www.contactnetworks.com http://www.att.com/builtforbusiness http://www.CRMOnDemand.com http://www.Packet8.net http://www.infotoday.com http://www.leveragesoftware.com http://www.rightnow.com/nikon http://www.sage360.com/crm http://www.sterlingcommerce.com/retail http://www.verint.com/improve http://www.visiblepath.com http://www.destinationcrm.com/webevents/infor/31oct2007

Table of Contents Feed for the Digital Edition of CRM - November 2007

CRM - November 2007 Contents Front Office Reality Check Customer Centricity Have You Caught It? The Mother of Enterprise Information Market Focus: Technology: The Simple Truth about Complex Manufacturing Q&A: Gianforte Talks CRM Required Reading Predicting Profitability Checking the Pulse of the Contact Center Cast a Narrow Net Modern Times, Modern Methods Primos Hunting Calls Snares Efficiency Nailing It Down Moving in on Mortgage Delinquencies RDS Delivery Delivers on Service Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - November 2007

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