Index 209
as communication channel, 28
customer dissatisfaction and, 6
effectiveness study, 12
as employee enhancement tool,
96-97
as fastest growing channel, 12
integration and,
64-66
management solutions, 27
market trend, 110
nonperformance study, 13-16
rate predictions, 27
universal queue and, 50-51
WSAs and,
64-65
See also
Internet
E-service suite, 31
EGain applications, 131
Electronic commerce, 41
Electronic processes, 150-52
Electronic response management systems
(ERMS), 130-32
defined, 179
vendors, 131,134-35
Ellison, Larry, 126
Emotion, 110
Employee
churn, 20
development, 96-97
quality/motivation, 20-21
Engage, 130
Engagement behavior, 50
Enterprise application integration (EAI)
defined, 178
recommended by Ovum, 47
universal backbone and, 47
Enterprise-class solutions.
See
Best-of-breed
solutions
Enterprise resource planning (ERP)
evolution of, 41
influence on analysts, 42-44
new, 17-19
Oracle and, 126
PeopleSoft and, 126
SAP and, 18-19, 126-27
suite-based solutions and, 126-27
e.Piphany, 121, 123-28, 130
Equity Engine, 158-59
Exchange, as CRM fundamental, 3-4
External experts, 21-22
Failure management, 143-44
Firepond applications, 131
Firing customers, 49-50
Forrester Research
on best-of-breed vendors, 43
on CRM, 52
on integration strategy, 45
Front-office applications, 53, 64-66, 170
Front ends, 57
G
Gallup, 37-38
Gartner Group, 38, 40
on CRM failure, 1
on customer cost, 143
customer satisfaction surveys, 51
E-service suite, 31
on mass marketing, 96-97, 104-6
media matrix, 105
on MRM, 115, 130
on process design, 138
on traditional application market, 58
Gauthier, Chuck, 61-62
Genesys, 131
H
Hand-held devices.
See
Mobile
communication
Harris Black, 37-38
Hewlett Packard, 151-52
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