June 18, 2001
In today's issue:
BYTES & STATISTICS
IN OTHER NEWS
Selects Inktomi Search Technology to Enhance Natural Language Virtual
NativeMinds, a provider of software to build automated, natural
language customer service representatives, announced a technology
agreement with Inktomi Corp., developer of scalable Internet infrastructure
software, to enhance the online customer self-service experience
by adding highly relevant corporate Web site search results to its
sophisticated virtual representative-assisted responses. As part
of the agreement, NativeMinds will offer the Inktomi� Search Software
as a recommended component of its NeuroServer� software. NativeMinds
vReps will use Inktomi Search Software to effectively answer general
research questions by combining its immediate, two-way conversational
response with a list of appropriate search results (URLs) from the
host company's Web site.
to buy SkillsVillage
Fresh off a spectacular first quarter, PeopleSoft bought services
procurement vendor SkillsVillage for $32 million in stock and cash.
PeopleSoft has long been the first name in Human Resources (HR)
systems. Adding SkillsVillage's system for locating and hiring services
and contingent staff is a strong addition to PeopleSoft's long-time
strength. The addition of the SkillsVillage functionality allows
PeopleSoft to offer an end-to-end system for the sourcing, selection,
administration, and management of enterprise services. source: AMR
Powers Permission Email Marketing with ITXC Push to Talk(SM) Service
ITXC Corp, a provider of worldwide Internet voice services, and
yesmail.com, a permission email marketing solutions provider, jointly
announced today that YesMail� is now offering its clients the ability
to add voice capabilities to their email campaigns using ITXC's
patented Push to Talk(SM) service. YesMail will resell the Push
to Talk service to email marketers on a cost-per-thousand (CPM)
basis. A Push to Talk button included within the email message lets
consumers communicate with marketers in a more personal, interactive
manner than traditional email. With one push of a button, recipients
can establish a voice call and speak with a company representative
through any available phone or directly from a computer.
and Help Desk 2000 Partner for e.Support and Knowledge Management
supportindustry.com and Help Desk 2000 have partnered to conduct
another valuable survey to capture up-to-the-minute data on the
topics of eSupport and Knowledge Management, two areas that are
becoming increasingly important to support operations today. This
concise survey will gather important data that will help you benchmark
your support organization against others in the industry. The results
of the survey will be made available for free to all who participate.
Responses are requested by May 18, 2001. To take part in the survey,
BYTES & STATISTICS
Tech Spending to Double in 4 Years - Gartner
Worldwide information technology services spending should double
by 2005 to $1.4 trillion a year, despite the economic slump, according
to a report released on Wednesday by Dataquest Inc. The unit of
research firm Gartner, Inc. said the information technology (IT)
market is projected to grow 12.1 percent from $665.87 billion in
2000, after expanding by 9.7 percent from 1999. Although a slowing
economy has put a damper on the market, the report said the industry
has good growth opportunities in the long term. Dataquest analysts
said the Asia-Pacific market would grow at the fastest clip, more
than tripling to $124.8 billion in 2005
At What Cost?
As corporations feel pressure to build customer relationship management
(CRM) solutions due to competition, customer complaints, or the
pursuit of profits, they are creating sophisticated CRM plans. Meanwhile,
CRM costs are skyrocketing due to overlapping product offers and
poorly coordinated spending, according to a new Report by Forrester
Research, Inc. Companies can either save money by managing their
investments and leveraging CRM systems to meet their most pressing
problems or plan on spending an unsettling $60 million to $130 million
over a three-year period.
Forrester's newly released
report, "CRM: At What Cost?" throws up a red flag for corporations
that embark on the road of CRM spending without a clear view of
their needs, goals and budgets. Forrester said CRM costs are skyrocketing
because of overlapping product offerings and poorly coordinated
spending -- and estimated that as much as 20 percent of CRM implementation
is wasted due to these factors.
Today, customers are as likely to interact with a sales associate
as a Web site or call center agent at 2 a.m. With the competition
often just a click away, and price no longer a deciding factor,
it's come down to the customer experience. Delivering a consistent,
positive customer experience is what attracts and keeps the customers
coming back. However, including a customer's name in an e-mail or
on a Web page, or mentioning it during a service call does not equal
personalization, nor does it truly enhance the customer experience.
If this is your approach, expect your results to be less than stellar.
Today's customer-centric economy requires that every customer interaction
- regardless of whether it is on the Web, in a store, or via e-mail
- be personalized. http://www.digitrends.net/ebiz/13644_15550.html
A KM portal is a single point of access to multiple sources of information
and provides personalized access. Companies are starting to pay
attention to portals because they offer an efficient way to capture
information. This article discusses Frito-Lay, where a KM portal
would give the sales department a central location for all sales-related
customer and corporate information and cut down on the time it took
to find and share research. In addition to different types of information
about the team's customers-including sales, analysis and the latest
news-the portal would contain profiles on who's who in the corporation,
making finding an internal expert a snap.
An Online Community
An online community can serve as a backup to your tech support department.
Users tell each other what works, and how to avoid potential problem
areas. Discussion boards also can give your marketing department
unique insight into customers' concerns; participants will tell
each other--and you--what they really care about. Plus, a community
keeps your customers committed to your product, which is a benefit
that's difficult to quantify. Online community building can involve
message boards, real-time chat, and file sharing. In this article,
we'll look at the issues involved in setting up a Web-based discussion
Measuring return on investment (ROI) has always been the Achilles'
heel of training, as most organizations have neither the staff time
nor the expertise to pull it off. Companies trying to evaluate ROI
on e-learning often don't have the tools or the skills to do the
ROI themselves. That's partly because new ways of delivering training
may not fit into the old models for measuring results. As organizations
struggle to evaluate their return on e-learning, many are coming
up with new ways of measuring results. http://www.onlinelearningmag.com/new/may01/cover.htm
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Clicks Away: Advice from the Trenches of eCommerce
by Michael Drapkin, Jon Lowy, Daniel Marovitz
On the Web,
you should never be more than 3 clicks away from the information
you need. This book is a tactical guide that demonstrates how to
develop e-commerce strategy, revamp the organization so that it
can support e-commerce initiatives, and manage complex multidisciplinary
projects. 3 Clicks Away provides the solutions and tools executives
and managers need to successfully launch and maintain e-commerce
sites. It provides critical information on organizational, financial,
and project management tactics.
forget to participate in this week's survey!
This week's topic is e-Mail Support Requests
Show and Session Transcripts Now Available!
and Support Strategy
Pete McGarahan, Chairman of Help Desk 2000�
and slides were extremely informative! You can view a copy of the
slide show and notes at the following URL: http://www.supportindustry.com/asktheexpert/leadership.htm
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