| Advocate: | Christopher Fletcher, Vice President and Research Director, Aberdeen Group |
| About: |
Since 1988, Aberdeen (www.aberdeen.com) has been a leader in providing market analysis and positioning services that help business technology suppliers meet the challenge of establishing leadership in fast-changing markets. Aberdeen is headquartered in Boston, MA, and has research centers in Palo Alto, CA, Fort Collins, CO and Amsterdam, the Netherlands.
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| Contact: | Christopher Fletcher Phone: +1 617.854.5280
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| Advocate: | John Schoenewald, CEO, AFSM International |
| About: |
Since 1975, AFSM International (www.afsmi.org) has provided leadership, education, and direction that helps executives, managers, and professionals in high-technology services and support meet the industry's growing challenges. A non-profit organization headquartered in Fort Myers, Florida, AFSM International has over 5,000 members representing more than 1,500 organizations in 47 countries.
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| Contact: | Jan Remmel Phone: +1 239.275.7887
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| Advocate: | Joanie Rufo, Research Director, Customer Management Strategies, AMR Research |
| About: |
About AMR Research AMR Research (www.amrresearch.com) is a strategic advisory firm that provides business and technology executives with the critical analysis and practical advice needed to manage resources, mitigate risk, and increase business value. The company's industry-specific research initiatives focus on key trends, issues, and developments in Enterprise Management, Customer Relationship Management, Supply Chain Management, and other strategic business applications and enabling technologies that drive the market. AMR Research, founded in 1986, is headquartered in Boston with offices in Atlanta and Irvine, and European headquarters in London.
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| Contact: | Joanie Rufo Phone: +1 617.542.6600
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| Advocate: | Paul Hebner, President and COO, CCNG |
| About: |
CCNG International (www.ccng.com) is the leading global resource network for customer contact management professionals. CCNG serves the contact center professional and contact center industry with a vast array of member benefits and investment services. CCNG International is headquartered in the United States with expanded operations in Canada and Australia.
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| Contact: | David Bachman Phone: 1-800-840-CCNG
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| Advocate: | Stephen Kelly, President and CEO, Chordiant |
| About: |
Chordiant Software, Inc. (www.chordiant.com) is a worldwide leader in developing and delivering Dynamically Driven CRM™ solutions for global business to consumer enterprises. The Chordiant solution enables enterprises to gain a sustained competitive advantage through more efficient and effective marketing, selling and customer service. The unique Chordiant JX Architecture™ leverages existing investments inside the enterprise and beyond, to enable brand consistency throughout the extended enterprise, resulting in a more relevant and consistent customer experience. Headquartered in Cupertino (Silicon Valley), California, Chordiant maintains offices in Boston, Chicago, New York City, London, Paris, Amsterdam, Frankfurt, Munich, Madrid, Johannesburg, Sydney and Melbourne.
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| Contact: | Steve Polcyn Phone: +1 408.517.6282
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| Advocate: | Greg Oxton, Executive Director, Consortium for Service Innovation |
| About: |
About The Consortium for Service InnovationThe Consortium for Service Innovation (www.serviceinnovation.org) is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges. The Consortium is dedicated to improving the whole experience of customers, employees and partners through the development of innovative strategies, business models and industry standards.
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| Contact: | Greg Oxton Phone: +1 650.261.9200
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| Advocate: | Ginger Cooper, President of the Board, CRM Association |
| About: |
The Customer Relationship Management Association (www.crm-a.org) is a member-driven organization following the trends, techniques, technologies & processes that help companies build and sustain long-term client and partner relationships. Through meetings and events, the CRMA offers an education and networking environment for those seeking to strengthen ties with clients and partners.
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| Contact: | Susan Stottlemyer Phone: +1 404.918.9890
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| Advocate: | Jim Storer, Managing Director, CRMCommunity.com |
| About: |
CRMCommunity (www.crmcommunity.com) is your premier, community-oriented Web source for comprehensive, targeted information on evaluating, purchasing and implementing customer relationship management technology and solutions. CRMCommunity is just one of the growing families of DCICommunity sites.
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| Contact: | Jim Storer Phone: +1 978.470.3870
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| Advocate: | Carolyn Healey, Founder and Publisher, crmindustry.com |
| About: |
crmindustry.com, a privately owned company located in Santa Barbara, is an online resource dedicated to providing valuable content and data on a variety of topics that directly relate to CRM. crmindustry provides the latest news, trends and technologies, compiled from an array of sources, and publishes them on the web site and in the weekly e.newsletter. Joining crmindustry.com is free and keeps members informed about what they need to know in the CRM industry and to stay on top of the market.
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| Contact: | Carolyn Healey Phone: +1 805.565.7662
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| Advocate: | Elliot Markowitz, Editor-In-Chief, CRM Magazine |
| About: |
CRM Magazine is a business solutions publication for executives responsible for moving the enterprise towards a customer focused approach, which helps business build stronger - and more profitable - customer relationships. The editorial focus is on an organization's ability to improve their customer knowledge and leverage this information more effectively to better indentify, sell and service their client needs.
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| Contact: | Elliot Markowitz Phone: +1 212.251.0868
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| Advocate: | Angela Karr, Editor-In-Chief, Customer Interface Magazine |
| About: |
Customer Interface (www.c-interface.com) is a business management resource for senior and mid-level decision-makers who are responsible for call centers, customer contact and CRM initiatives. We are stewards for the industry as we prepare it for continued transformation and growth. Customer Interface has served the customer contact industry for more than 15 years and is the "must read" monthly publication for call center managers, supervisors and corporate executives. Our readers rely on us for critical industry information to achieve customer retention, profit and loyalty.
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| Contact: | Catherine Long Phone: +1 319.984.6799
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| Advocate: | Craig Gould, VP of Conferences and New Business, DCI |
| About: |
DCI (www.dci.com) has earned its reputation as a world leader in high-technology education, trade shows, and management consulting. DCI is focused on creating unbiased, comprehensive and cutting-edge computer software, hardware, and communications education. The company conducts the highest profile technology shows for users and professional developers of information technology. As the largest American company of its kind, DCI has attracted more than a million IT and business professionals in the last decade.
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| Contact: | Craig Gould Phone: +1 978.470.3870
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| Advocate: | David Kripke, President, DKSystems |
| About: |
Established in 1987, DKSystems (www.dksystems.com) is a leading provider of scalable help desk support center management software solutions. As one of the first help desk management system solutions in the market, DKHelpDesk is currently used by many leading corporate and government organizations to improve the performance and productivity of their IT and support operations. The DKHelpDesk Product Suite consists of five components that comprise the most complete support center management system available. DKSystems also offers a full range of professional consulting, training, and technical support services to implement the DKHelpDesk solution quickly and in a cost-effective manner.
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| Contact: | Jennifer Wilson Phone: +1 312.645.4312
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| Advocate: | Scott Nelson, Vice President and Research Director, Gartner Group |
| About: |
Gartner Gartner, Inc. (www.gartner.com) is a research and advisory firm that helps more than 11,000 clients understand technology and drive business growth. Gartner's divisions consist of Gartner Research, Gartner Consulting, Gartner Measurement and Gartner Events. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, and has 4,300 associates, including 1,200 research analysts and consultants, in more than 90 locations worldwide. The Company achieved fiscal 2001 revenue of $952 million.
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| Contact: | Scott Nelson Phone: +1 408.468.8243
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| Advocate: | Erin Kinikin, Vice President, Giga Information Group |
| About: |
Giga Information Group (www.gigaweb.com) is a leading global technology advisory firm that provides objective research, pragmatic advice and personalized consulting. Emphasizing close interaction between analyst and client, Giga enables companies to make better strategic decisions that maximize technology investments and achieve business results. Founded in 1995, Giga is headquartered in Cambridge, Mass. and has offices throughout the Americas and Europe - as well in Latin America, Asia/Pacific and the Middle East.
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| Contact: | Erin Kinikin Phone: + 1 617 949 4900
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| Advocate: | Pete McGarahan, Chairman, Help Desk 2000 |
| About: |
The Help Desk 2000 (www.helpdesk2000.org) community provides a global forum for expressing your views and sharing your challenges about the support industry. The community is comprised of support professionals, managers, and directors, as well as STI Knowledge and other industry experts and visionaries.
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| Contact: | Pete McGarahan Phone: +1 949.623.8770
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| Advocate: | Ron Muns, Founder and Chief Member Advocate, Help Desk Institute |
| About: |
Help Desk Institute (HDI - www.thinkhdi.com) is the world's largest industry association for help desk and support professionals. HDI's mission is to lead and promote help desk and support professionals by empowering its members through access to timely and valuable industry information, encouraging member collaboration, and establishing open standards, globally recognized certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for help desk and support professionals. HDI is member-focused and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. Membership exceeds 7,500 with members from every continent worldwide.
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| Contact: | Carrie Higday Phone: +1 719.268.0174
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| Advocate: | Bruno Castejon, Worldwide Cross Industries Solutions Director, Hewlett-Packard |
| About: |
HP (www.hp.com) is a leading global provider of products, technologies, solutions and services to consumers and businesses. The company's offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing. The merged company had combined revenue of approximately $81.7 billion in fiscal 2001 and operations in more than 160 countries.
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| Contact: | Cassandra Moren Phone: +1 650.856.6269
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| Advocate: | Liz Crawford, General Manager, ICCM |
| About: |
Advanstar Communications Inc. (www.advanstar.com) is a worldwide business information company serving specialized markets with high quality information resources and integrated marketing solutions. Advanstar has 92 business magazines and directories, 79 exhibitions and conferences, numerous Web sites, and a wide range of direct marketing, database and reference products and services. Advanstar serves targeted market sectors in such industries as art, automotive, beauty, collaboration/e-learning, CRM/call center, digital media, entertainment/marketing, fashion & apparel, healthcare, internet/e-business, manufacturing and processing, pharmaceutical, powersports, science, telecommunications and travel/hospitality. The Company has over 1,300 employees and currently operates from multiple offices in North America, Latin America, Europe and Asia.
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| Contact: | Catherine Long Phone: +1 319.984.6799
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| Advocate: | Paul Clough, Senior Vice President, Strategic Marketing, Planning and Analysis, ICT GROUP |
| About: |
ICT GROUP (www.ictgroup.com), headquartered in Newtown, Pa., is a leading global provider of integrated customer relationship management (CRM) solutions. The Company helps clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. The Company manages CRM service operations in the U.S., Europe, Canada, Australia and the Caribbean from which it supports domestic and multinational corporations and institutions, primarily in the financial, insurance, telecommunications, healthcare, information technology, media and energy services industries. ICT GROUP also offers a full suite of hosted CRM solutions, for use by clients at their own in-house facility or on a co-sourced basis in conjunction with ICT GROUP's fully compatible Web-enabled customer service operations.
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| Contact: | Jackie Amendolari Phone: +1 267.685.5018
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| Advocate: | Jocelyn Young, Program Manager, CRM Services Research, IDC |
| About: |
IDC (www.idc.com) is the world's leading provider of technology intelligence, industry analysis, market data, and strategic and tactical guidance to builders, providers, and users of information technology. IDC delivers dependable, high-impact insights and advice on the future of ebusiness, the Internet, and technology to help our clients make sound business decisions. We forecast worldwide markets and trends and analyze business strategies, technologies, and vendors, using a combination of rigorous primary research and in-depth competitive analysis. We provide global research with local content through more than 720 analysts in 43 countries worldwide. IDC's customers comprise the world's leading IT suppliers, IT organizations, ebusiness companies, and the financial community.
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| Contact: | Jocelyn Young Phone: +1 508.988.6956
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| Advocate: | Edward Hess, Editor In Chief, Integrated Solutions |
| About: |
Integrated Solutions is a magazine that advises and educates IT decision makers who are charged with selecting enterprise-wide solutions for their companies. Our goal is to demonstrate how organizations can achieve critical business objectives by integrating leading-edge enterprise technologies that offer a real ROI. Integrated Solutions realizes that executives and IT professionals want to read articles that clearly outline the business benefits of technology implementations without having to sift through highly technical jargon. Integrated Solutions meets this goal by delivering straightforward editorial on the most effective ways to combine converging technologies.
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| Contact: | Ed Hess Phone: +1 814.868.9935 ext. 244
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| Advocate: | Claudio Pinkus, President, Jeeves Solutions |
| About: |
Jeeves Solutions (www.jeevessolutions.com), a division of Ask Jeeves, Inc., is a leading provider of enterprise class question answering technology that delivers Connected Self-Service and essential customer intelligence. Through an intuitive interface that connects customers with the information, products and services they are looking for, Jeeves Solutions uses sophisticated Jeeves Analytics to deliver critical, customer-driven information to corporations. This essential data enables companies worldwide to build profitable relationships with their customers, prospects and suppliers. By learning from every online customer interaction, Jeeves Solutions helps companies cost-effectively increase the quality and depth of customer interactions and leverage customer insight to guide product, sales and marketing strategies. Corporate customers including British Telecom, DaimlerChrysler, Dell, Nestle, Nike and the State of Washington use Jeeves Solutions..
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| Contact: | Michele Mehl Phone: +1 425.
398.8222
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| Advocate: | Liz Shanham, Vice President and Director, CRM Infusion, META Group |
| About: |
META Group (www.metagroup.com) is a leading research and consulting firm, focusing on information technology and business transformation strategies. Delivering objective, consistent, and actionable guidance, META Group enables organizations to innovate more rapidly and effectively. Our unique collaborative models help clients succeed by building speed, agility, and value into their IT and business systems and processes.
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| Contact: | Liz Shanham Phone: +1 203.973.6727
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| Advocate: | Mike Maples, co-founder and Chief Strategist, Motive Communications |
| About: |
Motive Communications, Inc. (www.motive.com) provides intelligent service solutions for the world's leading digital brands. Motive's industry leading software and service expertise enable technology innovators to create a new generation of "smart products" that deliver service as an integral part of the user experience. Using Motive, world-class digital brands such as 3Com, Adelphia, Corporate Express, EarthLink, Fujitsu, Gateway, Hewlett-Packard, Microsoft Great Plains Business Solutions, and Verizon are transforming their products and turning service from a cost center into a key competitive advantage. Motive was founded in May 1997 and is backed by funding from leading venture capital firms and private investors.
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| Contact: | Claire Campbell-Seeger Phone: +1 512.339.8335, x2408
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| Advocate: | Lisa Burris Arthur, Vice President, E-Business Suite Marketing, Oracle |
| About: |
Oracle is the world's largest enterprise software company. For more information about Oracle, visit www.oracle.com.
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| Contact: | Karen Tillman Phone: +1 650.607.0326
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| Advocate: | Stan Swete, Senior Vice President and CRM General Manager, PeopleSoft |
| About: |
PeopleSoft (www.peoplesoft.com) is the world's leading provider of application software for the real-time enterprise. PeopleSoft pure Internet software enables organizations to reduce costs and increase productivity by directly connecting customers, suppliers, partners and employees to business processes on-line, in real time. PeopleSoft's integrated, best-in-class applications include Customer Relationship Management, Supply Chain Management, Human Capital Management and Financial Management. More than 4,700 organizations in 107 countries run on PeopleSoft software.
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| Contact: | Leslie Johnson Phone: +1 925.694.5684
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| Advocate: | Don Peppers, Co-founder and Partner, Peppers and Rogers |
| About: |
Founded in 1993 by Don Peppers and Martha Rogers, Ph.D., Peppers and Rogers Group (www.1to1.com) is a management consulting firm recognized as the world's leading authority on customer-based business strategy and understands how to balance the business of privacy with an organization's business model and objectives. The company is dedicated to helping enterprises identify differences within the customer base and to use that knowledge to gain a competitive advantage. The firm is headquartered in Norwalk, Connecticut with a domestic and international network of 14 offices.
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| Contact: | Kathryn Kavicky Phone: +1 203.642.5307
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| Advocate: | Martha Rogers, Co-founder and Partner, Peppers and Rogers |
| About: |
Founded in 1993 by Don Peppers and Martha Rogers, Ph.D., Peppers and Rogers Group (www.1to1.com) is a management consulting firm recognized as the world's leading authority on customer-based business strategy and understands how to balance the business of privacy with an organization's business model and objectives. The company is dedicated to helping enterprises identify differences within the customer base and to use that knowledge to gain a competitive advantage. The firm is headquartered in Norwalk, Connecticut with a domestic and international network of 14 offices.
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| Contact: | Kathryn Kavicky Phone: +1 203.642.5307
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| Advocate: | Michael Brochu, President and CEO, Primus |
| About: |
Primus helps Global 2000 companies optimize their customer support operations with applications to access, analyze and improve enterprise knowledge residing in more than 225 file formats. Primus assisted service and Web self-service products are designed to bring measurable efficiencies to CRM, knowledge management, content management and corporate portal operations. Primus products integrate with leading email management and CRM applications including Clarify/Amdocs, Kana, Motive, Onyx, PeopleSoft, Peregrine/Remedy and Siebel. Primus has more than 185 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Motorola and Novell. Primus has offices throughout the United States, Europe and Japan.
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| Contact: | Kate Ord Phone: +1 206.834-8438
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| Advocate: | Gary Lemke, President, RealMarket |
| About: |
RealMarket (www.realmarket.com) is a market research and intelligence firm dedicated to helping advance the Customer Relationship Management market through research and education. The company publishes RealMarket Today!, a daily email that covers news and financial information for the CRM industry and reaches over 30,000 readers daily. Additionally, RealMarket produces RealMarket Live!, a weekly webcast "talkshow" featuring discussions with industry leaders on driving topics in customer management. RealMarket is headquartered in Indianapolis, Indiana.
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| Contact: | Ken Carite Phone: +1 317.816.0677
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| Advocate: | Jeff Chamberlain, Executive Director, Users Choice Awards |
| About: |
The Users Choice Awards (www.userschoiceawards.com) is a "best of class" recognition for customer relationship products / services based on the judgments of the people who actually use them. Awards will be given in multiple customer management categories. The program is sponsored by RealMarket.
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| Contact: | Jeff Chamberlain Phone: +1 317.816.0677
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| Advocate: | Dave Gould, CEO and President, Witness Systems |
| About: |
Witness Systems (www.witness.com) a leading global provider of business-driven multimedia recording, performance analysis and e-learning management software that enables companies to optimize their customer relationships. The browser-based eQuality™ enterprise collaboration architecture is designed to enhance the quality of customer interactions across multiple communications media, such as the telephone, e-mail and Web, as well as allow companies to capture, communicate and collaborate on customer interactions throughout the enterprise. As an integrated, closed-loop performance optimization solution, eQuality enables companies to record, evaluate, analyze and learn from customer contacts and the touch points they use - including customer self-service via the Web - to generate additional revenue, develop staff, and achieve greater customer retention and loyalty.
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| Contact: | Anne Patton Phone: +1 770.754.8656
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| Advocate: | Robert Mirani, Director, CRM Strategies, Yankee Group |
| About: |
The Yankee Group (www.yankeegroup.com) is a global leader in technology research and consulting. Our customers, which include technology vendors and users, benefit from our accurate, reliable, and trusted research, consulting, and personalized one-to-one client interaction covering communications and IT products and services. Now in our fourth decade, the company is headquartered in Boston and maintains offices throughout North America, Europe, Latin America, and the Pacific Rim.
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| Contact: | Robert Mirani Phone: +1 617.880-0238
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