's CRM Milestone, Aristocrat Gets CRM, Infusion Software, Omniture and Samsung, Access Commerce

David Sims : First Coffee
David Sims
| CRM, ERP, Contact Center, Turkish Coffee and Astroichthiology:'s CRM Milestone, Aristocrat Gets CRM, Infusion Software, Omniture and Samsung, Access Commerce

The news as of the first coffee this morning, and the music is Lou Reed's Coney Island Baby:

Aristocrat Technologies Australia has announced it has concluded negotiation and execution of a Software Development and Distribution Agreement with Tech Results, a Las Vegas-based company specializing in Customer Relationship Management (CRM) and Business Intelligence (BI) products for gambling companies.

The Agreement provides Aristocrat with a worldwide exclusive right for distribution of Tech Results products and "helps leapfrog Aristocrat's System 7000 Prime over their competition," Aristocrat officials say, adding that the deal "provides for combined development of some products to use Aristocrat's newest technologies as they become available to the market."

"We have been working together with them for some months in core markets like Australia and Macau, and have clearly seen the customer interest in the features their products add to our System 7000 Prime. The combined offering will be branded System 7000 Prime Enterprise," said Steve Parker, Group General Manager Sales, Marketing and R&D, Aristocrat.

Parker said Tech Results CRM and BI products have been running on Aristocrat Oasis in the gambling markets of North America for a number of years.

Lars Klander, President of Tech Results, said while the Macau market is "different, they too recognize the need for CRM and BI products as they continue to work towards maturity in the market."

The Tech Results family of applications includes products for comprehensive Customer Relationship Management, enterprise-wide Business Intelligence, promotions management, mobile player-interaction technology and more.

Ariel Blecher, President of Systems for Aristocrat, said customers will be able to use the CRM tools to "build a comprehensive, enterprise-wide view of their business, their customers, and their profitability."

On-demand CRM vendor Infusion Software has launched its newly designed and updated corporate Web site at The site underwent a major makeover in response to "supporting company growth resulting in an online information center that better promotes the Infusion CRM products and services," and "offers more resources to small business marketers," according to company officials.

The new site will "change the way people read and share information on CRM and small business," company officials promise.

David Lee, Vice President of Marketing and Sales for Infusion Software, said a major change was adding Web 2.0 applications such as RSS for news and blogs to the site, which is "completely integrated with Infusion CRM."

The site provides a live knowledge base where customers and prospects have access to product information, industry best practices, white papers, marketing Webinars, training, case studies and a wealth of company information.

Business tech vendor Omniture has announced that Samsung USA, a vendor of semiconductor, telecommunication and digital media technology, has selected Omniture to "drive a personalized Web experience for online visitors," according to Omniture officials.

Samsung officials say the firm wants Web analytics technology to consolidate its CRM applications and help understand customer trends and behaviors, so the company can ensure the products and content promoted on their Web site address consumers' interests.

"Samsung has a vast product line and Omniture will allow us to understand consumer behavior associated with each product," said Kris Narayanan, director of integrated marketing at Samsung USA. "We will be able to see consumers' online behaviors holistically using one interface, enabling us to optimize our online marketing across campaigns and time."

Using SiteCatalyst, Samsung can identify and understand consumer preference patterns. Based on these patterns, the company can identify visitor segments and provide products and features each customer segment is seeking. In addition, Samsung hopes to be able to create more targeted online campaigns and find which campaigns are resonating with their consumers.

One of the reasons Samsung selected Omniture was to consolidate all aspects of their online marketing by integrating multiple business applications -- such as their CRM, ad serving and e-mail marketing products -- using Omniture Genesis.

Samsung Electronics Co. had 2006 parent company sales of $63.4 billion and net income of $8.5 billion, and employs approximately 138,000 people in 124 offices in 56 countries.

CRM vendor Access Commerce has announced consolidated revenue in the second quarter amounted to $3.7 million, compared to $3.5 million for the same period in 2006. Access Commerce revenue for the first half of 2007 increased by 9 percent to $7.2 million, compared to $6.6 million for the same period in 2006.

Jacques Soumeillan, Chairman and CEO of Access Commerce, stated: "Cameleon activity was very dynamic during the first half of 2007. We experienced growth of 20 percent in the Cameleon business during the period, with license sales up around 40 percent. We generated close to 50 percent of this license revenue in the services market, with average deal size up sharply in this market segment."

Soumeillan said the company saw "a surge in business in the US, in part due to the signing of a major license agreement with a US agricultural equipment company."

In 2007, the company's break-even point should be around $15 million, he added.

The Company will publish its earnings on August 31, 2007.

Another day, another milestone: The on-demand CRM vendor has announced that the company's multi-tenant service handled more than 100 million transactions on July 26, 2007, the most it has ever managed in a single day. Champagne and canapés all around.

The 100,072,460 transactions, defined as page views plus API calls, are seen as "compelling evidence of customer adoption and use of's on-demand platform and applications as well as third-party applications available via the AppExchange" by company officials.

More than 50 percent of the transactions on the company's industry-leading service were handled through its Web services API.

On July 26th the average delivery speed was 253 milliseconds --slightly more than a quarter of a second. Recent system improvements "continue to reduce the average time of page delivery," even as "more and more customers and subscribers use the service. The average response time has been declining and now averages lower than any previous time in the company's history," company officials assert.'s notoriously media-shy CEO Marc Benioff attributes this level of performance to multi-tenant architecture. "In contrast to single-tenant counterparts, multi-tenant platforms share a single, common infrastructure and code base that is centrally maintained," he explained.

Under such a system, individual customer deployments are unique, separate, and secure within this shared multi-tenant platform, rather than separate physical stacks of hardware and software.'s multi-tenant platform and applications are actually quite similar to consumer Web platforms like Yahoo, Amazon, and eBay, all of which run a single code base that is shared by all users and upgraded simultaneously.

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