| Experts
Archive |
 CRM investment is wasted if the intelligence it delivers fails to influence despatched communications. How can businesses ensure that money spent on CRM analytics actually begins to benefit the messages that are delivered to customers and prospects?
David Jefferies, Marketing Director, Pitney Bowes |  |
How can targeted loyalty programs help you ride out a slowing economy?
Andy Wood, MD, GI Insight | |
How do the data security requirements for credit card transactions affect my contact center operations?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
CRM relies on trust between business and customer. Consumers are constantly asked for personal information from a wide range of organisations, but who are the industries most trusted by UK citizens to safeguard this data? And which sectors must work harder to earn this trust?
David Jefferies, Marketing Director, Pitney Bowes | |
How can I reduce the risk of a security breach when a customer calls?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
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 | Cliff Conneighton, SVP of Marketing, ATG You Asked
What is ATG expecting to gain from the acquisition of Primus? | | |
The Expert's Answer
At ATG, we believe that consumers deserve a seamless, relevant, intelligent experience as they research and buy goods and services -- and as they receive support, whether on a Web site, through e-mail, or via contact centers. The marketing campaigns they receive should be informed by their purchase and service history. The up-sell and cross-sell offers they receive should be informed by their responses to marketing campaigns. Their interactions with customer service should be informed by their offer response and purchase history.
Companies certainly want cohesive and comprehensive service resolution management. The new ATG is fully committed to continuing to provide the solutions that have earned Primus recognition from SSPA as "the best support technology vendor" for two years in a row, as well as the highest ranking in Web self-service and e-mail response management by Gartner. But unlike companies like Kana and Kanisa, we don't stop there. We believe good customer service needs to incorporate good e-marketing and e-commerce as well, so that CSRs do not operate in a vacuum, but can maximize the up-sell and cross-sell opportunities of every customer contact.
Primus and ATG are perfectly complementary in fulfilling this vision.
We have completed our roadmap for integrating our two product sets, and we will begin delivering components of our integrated product suite this quarter, with further announcements coming through the first half of 2005.
ATG brings the top e-commerce platform, innovative e-marketing and outbound e-mail products, and a very strong Web presence. Primus brings the top e-service platform, a very strong presence in the contact center, and the top inbound e-mail response system. Together, we have all the bases covered, with virtually no overlap. We are fully committed to continuing support and development of each of the current major product lines from each company.
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