David Sims : First Coffee
David Sims
| CRM, ERP, Contact Center, Turkish Coffee and Astroichthiology:

August 2006

You are browsing the archive for August 2006.

Intel's CRM Server, Commence Corp., Aspect's 6.2 Contact Server, Kyliptix Names Ulyett, Deloitte's CRM Service

August 31, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and for the music we needed something laid back yet interesting, familiar but not something we're tired of… ah, here we go, good ol' Gordon Lightfoot's Gord's Gold:

Commence Corporation, which sells a comprehensive CRM Industrial application suite, is announcing the release of "Practices That Pay: Leveraging Information to Achieve Industrial Selling Results," what company officials describe as "a compendium of smart practices from the leading industrial sales and marketing experts and organizations that are growing in today’s challenging environment."

So if that sounds like your kind of thing, well, there you go. It's your lucky day.

Oki's IP Server, Teleformix, Avaya, Endeavor's CRM, Convergys and VIBP, Ernest Rutherford

August 30, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is still Bob Dylan's new album Modern Times. The more I listen to it the more I like it, whereas the more I listened to his last two, Love and Theft and Time Out Of Mind, the less I liked them.

For sheer enjoyable listenability this might be his best since Oh Mercy or his underrated folk cover albums, World Gone Wrong or Good As I Been To You, or even Slow Train Coming.

Qasper, RightNow, ReachForce OnDemand CRM, BridgeBuilder and SAS BI, Dylan's Modern Times,

August 29, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Bob Dylan's new album Modern Times. What's it like? Um, think meatier outtakes from Love and Theft. He keeps the punchy, foot-tapping minstrel sound, but with more depth -- a cello is used well -- and the lyrics are far better.

Hummingbird for Microsoft, CRM Is Not ERP, Aastra Contact Centers, IRMC and Cisco Call Centers

August 22, 2006

By David Sims david@firstcoffee.biz

The news as of the second cup of coffee (actually a Diet Coke) this morning, and the music is Dusty Springfield's Dusty In Memphis album. There's more good stuff here than "Son Of A Preacher Man," too, although that's like saying there's more good stuff in Tupelo, Mississippi than Elvis's birthplace:

Hummingbird Ltd., a vendor of enterprise content management and network connectivity products, has announced the general availability of Hummingbird Enterprise eDOCS for Microsoft SharePoint, which, according to company officials, "provides access to and interaction with content managed by Hummingbird Enterprise through Microsoft Office SharePoint Portal Server 2003."

So if that's what you're looking for, this is the place.

EDOCS for Microsoft SharePoint will also integrate with Microsoft Office SharePoint Server 2007 when it is launched.

The product lets organizations use their investment in Hummingbird Enterprise, by providing workers using SharePoint Technologies with access to Hummingbird's document management and records management capabilities in support of regulatory compliance.

Call Center Perks: Pool Tables Yes, Encounter Groups No.

August 22, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is the great Canadian Celtic rock bar band The Dust Rhinos' album Sociable -- Live:

The British onrec.com site has a report on the two-phase effort of insurance intermediary Kwik-Fit Financial Services to "improve working life for its people."

This is commendable. Highly.

Coop Trondos, Lawson Software, CDC Software, QAD, New Yorker Cartoons

August 21, 2006

By David Sims david@firstcoffee.biz

The news as of the second coffee this morning, and the music is Eric Clapton's Timepieces collection:

Not a great morning to try to get work done, in addition to this being the height -- or depth -- of holiday season, as news is pretty thin on the ground, and it's also First Coffee's birthday and his Ever-Loving And Wonderful Wife™ bought him The Complete Cartoons Of The New Yorker, whose hundreds and hundreds of pages sit here oh so temptingly…

The title of the book is a bit of a misnomer: The book, great as it is, does not have the complete cartoons, but the two accompanying CDs do, all 68,647 of them. And most importantly, all 1,000 by Charles Addams, the best cartoonist that magazine's ever seen.

Salesforce.com's Analyst Call: Highlights From On-Demand CRM's Top Dog

August 21, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Mussorgsky's Pictures At An Exhibition -- orchestrated -- recorded by Carlo Maria Giulini and the Royal Concertgebouw Orchestra:

You might have missed salesforce.com's second quarter fiscal year 2007 financial results conference call late last week -- personal confession: First Coffee did. However, Seeking Alpha has put up an excellent transcript. It's long -- 22 pages -- but there are highlights:

Dell's Falling Camel, Gulfshore Gets CRM Facial, PacificNet on NASDAQ, Leifheit

August 19, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Sonny Rollins's "Moritat," which you'd recognize as "Mack the Knife:"

Gulfshore Technologies, Inc. has announced that Facial Esthetique, a medical spa facility in Bonita Springs, Florida has selected their collaborative InternetOffice.Biz suite of products to manage their eCommerce website and their in-house Point of Sale, as well as to meet their Content, Contact, CRM Management and growing back office needs.

Didn't know some place named "Facial Esthetique" needed CRM, didja?

AweSumation, Taking Stock Of Microsoft's CRM, RealMetrics, Wild Mountain Thyme

August 18, 2006

By David Sims
david@firstcoffee.biz

The news as of the second coffee this morning, and the music is Culann's Hounds doing "Wild Mountain Thyme:"

Alonzo A. Martinez, Chief Operations Officer of AweSumation Inc. unveiled the new look of AweSumation and shed light on the company's plans for the remainder of 2006 today.

Founded in 2004, AweSumation sells on-demand products for managing people and projects online. AppTrax gives small and mid-market professional service organizations a powerful EEOC compliant product for talent acquisition and management.

CRM's JX2 Technologies: Macdonald, Spillane and The Case Of the Living Barbie Doll

August 18, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning here at Radio KCRM 98.6, All Aimee Mann All The Time:

We're big fans of the detective fiction genre, would much rather read anything by Raymond Chandler than Moby Dick and eagerly await Robert Parker's next Spenser novel. So imagine our pleased surprise to see JX2 Technologies, a business software company owned by Macdonald and Spillane, two of the greatest names in American 20th century crime fiction.

John D. Macdonald created the towering Travis McGee character, endlessly imitated but never improved upon, and Mickey Spillane's creation, Mike Hammer, is one of the most well-known fictional crime-solvers not living on Baker Street.

Silicon Space and Google Search, Open Solutions,

August 17, 2006

By David Sims david@firstcoffee.biz

Again, sorry for the late posting today, some Perl issues back at HQ, I've been told, but they've been ironed out:

Silicon Space Inc., a vendor of custom web-based software, has announced that it has joined the Google Enterprise Professional Program and "launched a new business practice" focused on enterprise search using the Google Search Appliance.

As a trained member of the Google Enterprise Professional Program, Silicon Space will create custom Google search products to access information buried within the enterprise.

Salesforce.com Results, WebMethods and Canon, Revonet, SalesGuru.com, France Explained

August 17, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Loudon Wainwright III's great live album Career Moves:

Wow, it's, like, so unlike salesforce.com to announce good news, we're surprised here at First Coffee to see the normally media-shy, reticent founder, Marc Benioff, out in front blowing the company's horn announcing results for its fiscal second quarter ended July 31, 2006.

"As we soar past the half-million paying subscriber mark, we stand on the cusp of another remarkable achievement: a half-billion dollar annual run rate. These are historic milestones for salesforce.com and the industry that we are leading," said Marc Benioff, chairman and CEO of salesforce.com in a rare public appearance.

Customer service news to be aware of...

August 16, 2006

By David Sims david@firstcoffee.biz
Other news you should be aware of:

Dell tries to find how exploding batteries can help improve customer relationships:

Dell Inc.'s recall of 4.1 million laptop batteries is a major headache and a logistical nightmare. But it may help the Texas computer giant in the long run.

Dell has been trying to improve its image lately after acknowledging that its customer service wasn't making the grade. Its stock has dropped about 40 percent in a year, mostly because its sales growth has slowed and competitors have strengthened.


CRM For SMB from Kyliptix, CDC's Games, Database Solutions' CRM, Kintera and the Marines

August 16, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music, in honor of PR maven Ryan Zuk's getting a Crosby, Stills, Nash & Young concert cancelled out from underneath him in Phoenix, is a Crosby, Stills and Nash threefer – Crosby, Stills and Nash, Déjà Vu and CSN – and Neil Young's Live Rust:

Kyliptix, which claims to be "the first company of its kind to adopt a utility-style, usage-based billing model that eliminates the upfront investment associated with software acquisition," although "of its kind" is left tantalizingly undefined, has announced the launch of Kips CRM.

The product's pitched at small businesses, and Kyliptix is marketing it as allowing SMB's to "gain a competitive advantage by employing the cost-effective Customer Relationship Management (CRM) functionality previously available only to larger organizations."

Fellow SMB workers, unite!

CRM for New Zealand Universities, SplendidCRM, Benchmarking MSFT CRM, Commit Adds QuickBooks To CRM

August 15, 2006

By David Sims david@firstcoffee.biz

The news as of the second cup of coffee this morning, and the music is a CD my brother-in-law sent me, a compilation of a band named Plain White Ts, not bad stuff:

Commit Business Solutions, a vendor of management software products for small to mid-sized computer service and support businesses, has announced the launch of its new QuickBooks Link in its CRM product.

Maayan Porat, CEO of Commit, said the new feature of Commit CRM will help their customers to more efficiently manage their day-to-day activities, "particularly their billing" procedures.

Oracle Releases PeopleSoft 9.0 CRM

August 15, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is one of my favorite recent musical discoveries -- Aimee Mann's Live At St. Ann's Warehouse. That voice, the female equivalent of Lou Reed; had Mann been on The Velvet Underground/Nico instead of Nico that album would have frozen water particles at fifty feet. It's a testament to Jim White's confidence that he let her sing backup on "Static On the Radio" and carjack the song at 65 miles an hour:

As part of the "Applications Unlimited" program, Oracle has announced the availability of Oracle's PeopleSoft Enterprise Customer Relationship Management (CRM) 9.

Sage CRM In Bahrain, AutoSurvey, Fun College Facts, Astea Q2 Results

August 14, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning (second, but who's counting?), and the music is Mingus Ah Um by Charles Mingus:

Boy, you just find CRM everywhere, don't you? AutoSurvey, an e-mail and call center survey system that provides customer feedback in real time, has announced the launch of its latest version built entirely on Microsoft.NET technology.

Microsoft CRM For Spy, Aspect's VoiceXML Cert, Godbole Quits Ubics, Inter-Tel Uninterested

August 12, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is… lessee, we don't have any music playing right now, let's fix that… turn on iTunes, go to Purchased, punch Shuffle, Play… the first song to come up is… "Can't You See" by The Marshall Tucker Band.

Microsoft has announced that Spy Optic Inc., a Carlsbad, California-based designer and manufacturer of eyewear and accessories, has selected Microsoft Dynamics GP for its new, overall enterprise resource planning and Microsoft Dynamics CRM to manage its customer and vendor relations.

The company, which has 125 employees, will use the technology to "streamline interactions with its European headquarters in Lombardo, Italy," according to Spy officials. Spy Optic distributes to more than 5,000 retail locations in the U.S., with plans to expand to markets in Australia and Europe.

SpikeSource, Radio KCRM, Ned Lamont, Astea, Contact Center Briefing, Maurice Clarett

August 11, 2006

By David Sims david@firstcoffee.biz

Welcome to another broadcast of Radio KCRM 98.6, All Allman Brothers All The Time, and today we have some special guests, kicking off with Ned Lamont, the winner of the Connecticut Democratic Primary over three-term incumbent Joe Lieberman. Ned, thanks for appearing on the First Coffee blog.

"Blogs? Don't know anything about them, never heard of them."

EmailLabs 4.8, Kintera, Other CRM Vendors Report Losses, Telstra and IBM, Knee-Slappin' Reuters, NYT Fauxtography

August 10, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is The Kinks' Misfits:

EmailLabs, a vendor of e-mail marketing solutions and a subsidiary of J.L. Halsey Corporation, has introduced EmailLabs 4.8.

Workopia For SMB CRM From Microsoft, Knova Results, Scholz at Neocase, Advent at Few

August 9, 2006

By David Sims
david@firstcoffee.biz

The news as of the first coffee this morning, and we’re still on our jazz kick here at the sprawling office complex headquarters of First Coffee, having Charles Mingus’s Mingus Ah Um piped to all the far-flung office buildings, garages, stables, indoor golf courses…

Microsoft partner Workopia, Inc. wants you to know that it now offers national assistance to small businesses that want to evaluate and implement Customer Relations Management software at an affordable price.

Unlike most Microsoft enterprise partners, and certainly most unlike Microsoft itself, Workopia believes it "talks the language of the small/medium company" when discussing enterprise level software. Workopia trains their clients on necessary operations to any extent desired, but will do hands-on set up for the client to save time and money if that is desired.

According to Frank Lee, president of Workopia, many smaller firms want to manage their customers better, "but don't have the staff and resources to learn about CRM systems." Lee thinks Microsoft CRM 3.0 can be adapted to smaller companies, "so we act as temporary staff to get clients up and running."

The success of Workopia earned Frank Lee an MVP designation (I don't know, "Microsoft Valued Partner," maybe?), one of the few MVPs in the country devoted to the small/medium enterprise. Workopia is a Certified Microsoft Business Solutions Partner and helped launch two of Microsoft's 18 showcase customers for their CRM 3.0 system.

Intelliworks CRM Admitted To SMU, Converged Services and CRM, Tacoda and Burst Media, Ryder and Eircom, No Adam Carroll At Work

August 8, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is Adam Carroll's album released a couple months ago, Lookin' Out The Screen Door:

Intelliworks, Inc., a vendor of CRM for higher education, has announced that Southern Methodist University, The Brookings Institution and University of Washington have all gone live on the Intelliworks CRM platform.

Frank R. Lloyd, Associate Dean, Executive Education SMU Cox School of Business, said they selected the system because "it was purpose-built for executive education programs, and it is being used by other top business school programs."

"It works and everybody else is doin' it." First Coffee's heard better reasons for choosing a software system, but believe me, I've heard a lot worse too.

Bluespring's BPM 4.4 is Microsoft CRM Friendly, Dubai Customs, Vodafone Australia-New Zealand CRM Late, Gotta Love Russia

August 7, 2006

[Sorry for the late posting, thanks to TMC's crack tech staff for clearing up some nagging tech glitches this morning.]

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is an album the higher I.Q. stoners in high school, the guys who listened to a lot of Yes and Beatles and read Robert Heinlein and Dune over and over liked but one which I never cared for until recently, but it's actually pretty good -- Return To Forever's Romantic Warrior:

Bluespring Software, which sells Business Process Management software, has announced the general availability of BPM Suite 4.4. The new release, according to company officials, "expands the number of things a business person can do with little to no involvement from IT."



Selectica, Sand and NHN, Firepond's CPQ, DMA In UK For Mobile CRM, Mel: Join Hezbollah

August 5, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, the music is Cross Canadian Ragweed's version of "Whiskey River," and that Rob McGrath has exactly one week to get me my deposit in Tanner & Haley back or… or else:

Selectica, a vendor of configuration, sales execution and contract management applications, has announced the release of a study titled "Contract Management in the Mid-Market" by Aberdeen Group.

The report was developed, company officials say, to help mid-market companies (in their eyes, if you're doing between $50 million and $1 billion you're mid-market) gain insight into "effective and efficient contract management methodology for both the buy and sell-side agreements."

On Starbucks, CRM, Coffee Shops and Customer Service, Part II

August 4, 2006


By David Sims david@firstcoffee.biz

A second cup of coffee for today, and the music is ABC's "Date Stamp," witty 80's disco-metal-glam pop for English majors who can't dance:

The news in the Wall Street Journal yesterday got me thinking: Starbucks Corp. said "unexpectedly heavy demand for new juice and banana frappuccinos during the morning rush hurt its sales growth in July." Chief Executive James Donald admitted "we are losing some espresso business due to longer-than-normal wait times" at stores.

Thinking specifically about a) how nice a banana frappuccino'd be about now, and b) the fact that too long wait lines is a problem lots of businesses would like to have. As I wrote yesterday, "the problem at Starbucks isn't that customer service is poor, but that it's too good.


CRM For Estate Agents, Bolder Minds, Syskoplan, Radio KCRM 98.6, NetSuite

August 4, 2006

By David Sims david@firstcoffee.biz

I didn't ponder the question too long
I was hungry and went out for a bite,
Ran into a chum with a bottle of rum
And we wound up drinkin' all night.


Time to rise and shine, friends, up and at 'em, sun never shines on a sleeping dog's butt, and worms taste good, lookit all those early birds suckin' 'em down out there eating your lunch, hey nobody ever delivers the early worm as takeaway, and here to help you get the lead out and switch on the ol' treadmill is Radio KCRM 98.6, All Jimmy Buffett All The Time…

Bolder Minds Inc., a cutely-named Boulder, Colorado-based firm that provides business support products and services, has announced the signing of a technology reseller agreement with Toronto-based Book4Time Inc.

Book4Time sells web-based appointment scheduling and CRM tools for businesses that need to schedule client appointments -- gee, there's a niche market -- and manage internal resources used in delivering a service.

On Starbucks, CRM, Coffee Shops and Customer Service, Part I

August 3, 2006

By David Sims david@firstcoffee.biz

A second cup of coffee for today, and the music is my wife practicing what she'll play in church Sunday morning:

The news in the Wall Street Journal this morning: Starbucks Corp. said "unexpectedly heavy demand for new juice and banana frappuccinos during the morning rush hurt its sales growth in July."

"We are losing some espresso business due to longer-than-normal wait times" at stores, Chief Executive James Donald said, noting that frappuccinos are more complicated to prepare than some of Starbucks's other beverages.

Too long wait lines is a problem lots of businesses would like to have.

Legal CRM from Microsoft, Accent Contact Center, Cognizant Profit, Premier Bank CRM, Go Barney!

August 3, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is The Kinks' blazing hot One For The Road live set:

And of course the top news story this morning is that a Doberman Pinscher named Barney, working as a guard dog at the creepily-named "Wookey Hole Caves" children's museum with security guard Greg West, destroyed a $75,000 teddy bear formerly owned by Elvis Presley. I’m ROTFLMAO, you?

"The rare Steiff bear, named Mabel, was due to form the centerpiece of an exhibition at Wookey Hole Caves near Wells, England," reads the Associated Press account.

Onyx Finalizes M2M Deal, CRM Vendor Satuit's Certification, Broadlook, etalk call center's Qfiniti 3.0

August 2, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is The Band's second album The Band, a.k.a. The Brown Album, in this humble reviewer's opinion noticeably better than their more critically heralded debut Music From Big Pink:

CRM vendor Onyx Software Corp. has announced that Onyx shareholders have approved the company's acquisition by M2M Holdings Inc. at a special meeting of shareholders held at the company's headquarters in Bellevue, Washington.

Visitar's CRM Appointments, Omega's Call Center Training, Centive Compel, NCO Group, PG&E's CRM Upgrade

August 1, 2006

By David Sims david@firstcoffee.biz

The news as of the first coffee this morning, and the music is "Six Months In A Leaky Boat" by Split Enz:

Visitar, which likes to call itself "the first company to offer hosted communications enabled customer relationship management (CRM) products exclusively for the true small and mid-sized business," has announced two executive appointments, poaching some Avaya talent.

Stephanie Anderson has been named vice president of channel and alliance marketing; and Tommy Nijem joins as Visitar's chief architect and vice president of engineering.

Featured Events