January 2005 Archives

The Communications Workers of America labor organization today issued its statement on the acquisition of AT&T by SBC Communications. Following is the CWA's news release:

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Statement by the Communications Workers of America on SBC's Proposed Purchase of AT&T

WASHINGTON, Jan. 31 /PRNewswire/ -- President Morton Bahr of the Communications Workers of America issued the following statement on SBC's purchase of AT&T. CWA represents 15,000 employees at AT&T and 95,000 at SBC.

SBC's purchase of AT&T makes good business sense, and it could be good news for customers and employees as well as shareholders of both companies. Such a merger creates a strong U.S. competitor in the global telecom marketplace with the resources to substantially advance the rollout of high- speed broadband and other services and drive economic growth and job expansion.

CWA's concern is for the employment security and career opportunity of the employees we represent. In recent years, AT&T has been contracting its business and shedding jobs. With the integration of its operations into SBC, there is now the opportunity for a new strategy that instead focuses on dynamic growth and creation of new services and technologies.
We look forward to discussing the companies' plans in more detail as we talk with SBC and AT&T executives in the coming days and weeks.

With the assurance that in this merger, the companies are committed to growing the business, providing quality and universal customer services, and to creating well-paying jobs for American communities, CWA will support the proposed acquisition and urge regulators to give it their approval.

Communications Workers of America

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AB -- 1/31/05

In light of the announced SBC-AT&T merger, research firm TNS Telecoms released some figures highlighting the importance of the combination in light of the market share the company will hold in the wired-line telecom market. Here's the first part of the press release, which contains their main conclusions:

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A Combined SBC and AT&T Represents 28% of the Wired Line Telecom Market and 10% of Total Telecom Spending

JENKINTOWN, Penn.--(BUSINESS WIRE)--Jan. 31, 2005--As SBC Communications announces its intentions to acquire AT&T, the most recent market tracking data released by TNS Telecoms shows that a combined entity would control 28% of revenue in the consumer wired line telecom market. When examined separately, the 3rd Quarter 2004 data shows that SBC/AT&T would control 27% of the local telecom market households and 37% of the long distance telecom market households. Together the combined entity would represent 10% of all dollars spent on telecom services, not including revenue from Cingular Wireless.

SBC and AT&T would represent the nation's largest traditional telecom provider, but when wireless spending is included, the combined SBC/AT&T together with Cingular would represent 15% of total consumer communications spending, while Verizon and Verizon Wireless would represent 16% of the total. Cingular Wireless is a joint venture of SBC and BellSouth and Verizon Wireless is a joint venture of Verizon and Vodaphone.
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Following is a table which shows where the 28% figure comes from:

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Wired Line Share of Revenue (Share includes total spending on local,
IntraLATA and InterLATA long distance and local and LD integrated plan
spending)

Company......Share of......Change from Last
....................Revenue........Quarter

Verizon............22%...............1
SBC.................19%..............1
BellSouth..........11%..............0
AT&T.................9%...............0
Qwest................6%.............-1
MCI...................5%..............0
Sprint.................5%.............-1
Other................23%..............5

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AB -- 1/31/05

Email response has to be a key component of almost any call center operation nowadays, and that is certainly so of any company operating an e-commerce Web site. Two of the primary considerations around email response management are the timeliness and the quality of email responses to customer inquiries.

As a retailer with a large-volume e-commerce operation, Staples has decided to employ KANA Response email management solution to handle this side of its operation. See this press release on our site for the details:

Staples Improves Customer Service and Cuts Costs with KANA Response; Leading Retailer Relies on KANA for Superior Service Resolution Management

As frequently happens, I find this news release kind of frustrating to read. I would really, really like to know some hard figures, such as how many reps Staples devotes to email responses, how many email customer inquiries they get, and how much an improvement they expect to get with KANA. For the most part, though, the release just contains puffery like this:

"By using KANA Response for e-mail based customer inquires, the company is increasing efficiency and significantly reducing response times. Staples selected KANA Response based upon the rich functionality of the product, ease of deployment and ability to scale." Yes, thank you.

I do see this snippet of data in a quote from Doug Woodard, vice president of customer service for Staples: "With KANA Response, we are able to answer customer inquiries in less than four hours."

Four hours is quite good response time. I do wonder whether they can do that 24/7, but the release doesn't say.

AB -- 1/31/05

Analysts at financial advisory firm Merrill Lynch feel that the proposed acquisition of AT&T by SBC Communications will results in "substantial synergy savings associated with the deal, primarily related to headcount reductions."

Under the agreement reached over the weekend between the two companies, SBC will purchase AT&T for $16 Billion in stock and a special dividend. SBC expects to close the deal in the first half of 2006.

Merrill Lynch expects AT&T's revenues and profitability to decline in 2005. The advisory firm says they are moving to a No Rating on AT&T, as its stock "will no longer trade on the fundamentals." They maintain a neutral rating on SBC.

AB -- 1/31/05

BellSouth has announced a major migration to Nortel IP technologies in its call center operations. Here's the press release that came out today:

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BellSouth Chooses Nortel Contact Center and Speech Solutions; Migrates 22 Contact Centers to Next Gen Technology to Better Serve Customers

DALLAS --(Business Wire)-- Jan. 31, 2005 -- The telephone operating subsidiary of BellSouth Corporation (NYSE:BLS) has selected enhanced IP contact center and speech solutions from Nortel (NYSE:NT)(TSX:NT) for deployment in 22 locations across nine states. According to recent Frost & Sullivan market research, Nortel has designed and deployed over 200 speech applications for automating and improving routine business functions in more than 16 countries.

"BellSouth needed a comprehensive solution that could provide skill-based routing, e-mail, chat and other multimedia and collaboration applications," said Richard Burns, vice president - centers and operations support, BellSouth. "Nortel is able to provide this in a cost-effective manner that allows us to better serve our customers."

BellSouth is migrating to Nortel's latest Internet Protocol (IP) contact center solution to create versatile, end-to-end customer contact centers to better serve its customer base of more than 21 million access lines and 2 million DSL customers and BellSouth Long Distance, Inc.'s 6 million long-distance customers. BellSouth is also migrating its Nortel Meridian 1 solution to software version 4.0 of the Communications Server (CS 1000) IP PBX platform to provide increased scalability and flexibility, providing a choice of migration paths to an IP multimedia environment and improved customer service. Nortel's Symposium portfolio is a diverse suite of customer interaction solutions for customer contact centers.

The ability to migrate gracefully to IP is a critical capability of Nortel's IP Contact Center, enabling companies to leverage the benefits of IP Telephony without having to overhaul or purchase completely new communications infrastructures. Customers can use the Symposium Call Center Server with CS 1000 to leverage the power and performance of convergence.

"This agreement builds on Nortel's continued strong relationship with BellSouth," said Roxann Swanson, vice president and general manager, enterprise multimedia applications, Nortel. "For more than 22 years, BellSouth has deployed Nortel solutions spanning voice and data products."

The award-winning Symposium suite enables businesses to take advantage of powerful capabilities like skill-based routing, comprehensive management and reporting, and real-time displays to enhance the human experience, resulting in stronger, more profitable relationships.

About BellSouth

BellSouth Corporation is a Fortune 100 communications company headquartered in Atlanta, Georgia and a parent company of Cingular Wireless, the nation's second largest wireless voice and data provider.

Backed by award winning customer service, BellSouth offers the most comprehensive and innovative package of voice and data services available in the market. Through BellSouth Answers(R), residential and small business customers can bundle their local and long distance service with dial up and high speed DSL Internet access, satellite television and Cingular(R) Wireless service. For businesses, BellSouth provides secure, reliable local and long distance voice and data networking solutions. BellSouth also offers online and directory advertising through BellSouth(R) RealPages.com(R) and The Real Yellow Pages(R).

More information about BellSouth can be found at www.bellsouth.com.

About Nortel

Nortel is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world's most critical information. Serving both service provider and enterprise customers, Nortel delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world's greatest challenges. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at www.nortel.com. For the latest Nortel news, visit www.nortel.com/news.

The boards of directors of SBC and AT&T today announced that they have reached an agreement for SBC to acquire AT&T for $19.71 per share, or approximately $16 billion.

Following is the press release that appeared this morning:

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SBC To Acquire AT&T; Creates Premier, Global Provider for New Era of Communications

SAN ANTONIO & BEDMINSTER, N.J. --(Business Wire)-- Jan. 31, 2005 -- SBC Communications Inc. (NYSE:SBC) and AT&T (NYSE:T):

Note: a conference call to discuss the SBC-AT&T combination will be broadcast live via the Internet at 9 a.m. EST on Jan. 31, 2005, at www.sbc.com/investor_relations and www.att.com/ir

-- $16 billion transaction brings together industry leaders with highly complementary strengths and customer bases

-- Combines AT&T's national and global IP-based networks and expertise with SBC's strong local exchange, broadband and wireless assets

-- New company to accelerate customer transition to advanced IP solutions and services

-- Significant synergies expected to make transaction cash flow positive in 2007 and generate earnings per share growth in 2008

SBC Communications Inc. (NYSE:SBC) and AT&T (NYSE:T) announced today an agreement for SBC to acquire AT&T, a combination that creates the nation's premier communications company with unmatched global reach.

The transaction combines AT&T's global systems capabilities, business and government customers, and fast-growing Internet protocol (IP)-based business with SBC's extraordinary local exchange, broadband and wireless solutions. Both companies have common values focused on customer service, innovation and reliability.

The combined company will have robust, high-quality network assets, both in the United States and around the globe, and complementary expertise and capabilities. It will have the resources and skill sets to innovate and more quickly deliver to customers the next generation of advanced, integrated IP-based wireline and wireless communications services.

For SBC, the combination provides immediate global leadership in the enterprise segment where corporations and governments require complex communication solutions and services and access to advanced national and global networks.

Under terms of the agreement, approved by the boards of directors of both companies, shareholders of AT&T will receive total consideration currently valued at $19.71 per share, or approximately $16 billion.

AT&T shareholders will receive 0.77942 shares of SBC common stock for each common share of AT&T. Based on SBC's closing stock price on Jan. 28, 2005, this exchange ratio equals $18.41 per share. In addition, at the time of closing, AT&T will pay its shareholders a special dividend of $1.30 per share. The stock consideration in the transaction is expected to be tax-free to AT&T shareholders.

The acquisition, which is subject to approval by AT&T's shareholders and regulatory authorities, and other customary closing conditions, is expected to close by the first half of 2006.

"Renew America's leadership in communications technology"

"Today's agreement is a huge step forward in our efforts to build a company that will lead an American communications revolution in the 21st century," said Edward E. Whitacre Jr., SBC chairman and chief executive officer.

"We are combining AT&T's national and global networks and expertise with SBC's strong platforms and skills in local exchange service, wireless and broadband," Whitacre said. "It's a great combination.

"The communications industry is undergoing a profound transformation as it transitions to unified, IP-based networks capable of delivering a host of integrated services," Whitacre said. "To manage this evolution, customers need a partner with the resources to provide new service platforms and product sets, while maintaining world-class reliability and security. This merger creates that company.

"We will have the intellectual and financial resources to spur innovation and propel America's communications industry forward, harnessing IP technology to deliver exciting new services," Whitacre said. "We will renew America's leadership in communications technology, with products and services that set the standard for how businesses and individuals communicate. AT&T's voice over IP platforms and other technological innovations will be leveraged to offer more choices and new services to consumers nationally across any network platform."

"The combination of these two strong, complementary companies will ensure that together we will have all the capabilities necessary to compete successfully in serving a broad range of customers across the country and around the globe," said David W. Dorman, AT&T chairman and chief executive officer. "Together, SBC and AT&T will be a stronger U.S.-based global competitor capable of delivering the advanced network technologies necessary to offer integrated, high-quality and competitively priced communications services to meet the evolving needs of customers worldwide."

Complementary, World-Class Assets

SBC and AT&T have highly complementary world-class assets and industry-leading capabilities.

SBC has broad and transferable strengths in local service, with 52 million access lines and dense local access network capabilities to deliver voice and data services to consumers and businesses of all sizes.

SBC is an industry leader in high-speed broadband, with 5.1 million DSL Internet lines and a local broadband network covering 77 percent of its local customer locations. In addition, SBC has nationwide wireless coverage through its 60 percent ownership of Cingular Wireless, which has 49 million subscribers across the country.

AT&T brings to the combined company the world's most advanced communications network to meet the sophisticated data communication needs of large businesses with multiple locations. AT&T serves virtually every member of the Fortune 1000. Its global network spans more than 50 countries and connects virtually every country and territory around the world. AT&T has 26 advanced Internet Data Centers, 13 in the United States and 13 in other countries worldwide.

Beyond its network capabilities, AT&T has complementary assets that will allow SBC to bring a full range of innovative voice and data services to customers around the world. These include a broad, high-end enterprise customer base, proven sales expertise in complex communications solutions, and an advanced product portfolio including a broad range of IP-based services. In addition, AT&T has the world's premier communications research organization, AT&T Labs, which has more than 5,600 patents, issued or pending, worldwide.

Financial Expectations

SBC and AT&T expect the proposed transaction will yield a net present value of more than $15 billion in synergies, net of the cost to achieve them. The synergies ramp quickly with a net annual run rate of $2 billion or greater beginning in 2008.

Almost all of the synergies will come from reduced costs over and above expected cost improvements from the companies' ongoing productivity initiatives. Nearly half of the total net synergies are expected to come from network operations and IT, as facilities and operations are consolidated. Approximately 25 percent are expected to come from the combined business services organizations, as sales and support functions are combined. About 10 to 15 percent of the synergies are expected to come from eliminating duplicate corporate functions. Approximately 10 to 15 percent of expected synergies come from revenues, as the combined company migrates service offerings to new customer segments.

SBC has also taken a conservative approach modeling expected AT&T revenues. AT&T's revenues have declined over recent years as it has transitioned from a voice long distance business to an emphasis on business and data markets, and those declines are expected to continue. At the same time, AT&T's next-generation IP and e-services revenues grew 11 percent in 2004.

SBC expects the acquisition will slow its revenue growth rate in the near term following closing. New revenue opportunities include expanded wireless sales in the enterprise space and taking AT&T's industry-leading portfolio of enterprise IP-based services down market to small business and residential customers.

SBC expects the transaction will be cash flow positive in 2007 and earnings per share positive in 2008 - both growing in the years thereafter. Positive cash flow from the acquired business is expected to provide additional financial flexibility for SBC over the next several years.

AT&T currently has approximately $6 billion in net debt and SBC has $26 billion, excluding debt at Cingular Wireless. SBC expects free cash flow after dividends from the combined companies to provide the flexibility to continue to reduce combined debt levels over the next five years while providing excellent cash returns to stockholders.

Mr. Whitacre will serve as chairman, CEO and a member of the Board of Directors of the new company. Mr. Dorman will serve as president and a member of the Board of Directors. Additionally, two other members of AT&T's Board of Directors will join the SBC Board. The corporate headquarters for the combined company will remain in San Antonio.

With regard to the company name, Whitacre said, "We value the heritage and strength of the AT&T brand, which is one of the most widely recognized and respected names throughout the world, and it will certainly be a part of the new company's future."

Cautionary Language Concerning Forward-Looking Statements

Information set forth in this press release contains financial estimates and other forward-looking statements that are subject to risks and uncertainties, and actual results might differ materially Such statements include, but are not limited to, statements about the benefits of the business combination transaction involving SBC and AT&T Corporation, including future financial and operating results, the new company's plans, objectives, expectations and intentions and other statements that are not historical facts. Such statements are based upon the current beliefs and expectations of SBC's and AT&T's management and are subject to significant risks and uncertainties. Actual results may differ from those set forth in the forward-looking statements.

The following factors, among others, could cause actual results to differ from those set forth in the forward-looking statements: the ability to obtain governmental approvals of the transaction on the proposed terms and schedule; the failure of AT&T shareholders to approve the transaction; the risk that the businesses will not be integrated successfully; the risk that the cost savings and any other synergies from the transaction may not be fully realized or may take longer to realize than expected; disruption from the transaction making it more difficult to maintain relationships with customers, employees or suppliers; competition and its effect on pricing, spending, third-party relationships and revenues. Additional factors that may affect future results are contained in SBC's filings with the Securities and Exchange Commission ("SEC"), which are available at the SEC's Web site http://www.sec.gov. SBC disclaims any obligation to update and revise statements contained in this presentation based on new information or otherwise.

This news release may contain certain non-GAAP financial measures. Reconciliations between the non-GAAP financial measures and the GAAP financial measures are available on SBC's Web site at www.sbc.com/investor_relations.

NOTE: In connection with the proposed transaction, SBC intends to file a registration statement, including a proxy statement of AT&T Corp., and other materials with the Securities and Exchange Commission (the "SEC"). Investors are urged to read the registration statement and other materials when they are available because they contain important information. Investors will be able to obtain free copies of the registration statement and proxy statement, when they become available, as well as other filings containing information about SBC and AT&T Corp., without charge, at the SEC's Internet site (http://www.sec.gov). These documents may also be obtained for free from SBC by directing a request to SBC Communications Inc., Stockholder Services, 175 E. Houston, San Antonio, Texas 78258. Free copies of AT&T Corp.'s filings may be obtained by directing a request to AT&T Corp., Investor Relations, One AT&T Way, Bedminster, New Jersey 07921.

SBC, AT&T Corp. and their respective directors and executive officers and other members of management and employees may be deemed to be participants in the solicitation of proxies from AT&T shareholders in respect of the proposed transaction. Information regarding SBC's directors and executive officers is available in SBC's proxy statement for its 2004 annual meeting of stockholders, dated March 11, 2004, and information regarding AT&T Corp.'s directors and executive officers is available in AT&T Corp.'s proxy statement for its 2004 annual meeting of shareholders, dated March 25, 2004. Additional information regarding the interests of such potential participants will be included in the registration and proxy statement and the other relevant documents filed with the SEC when they become available.

About SBC

SBC Communications Inc., (NYSE:SBC), is a Fortune 50 company whose subsidiaries, operating under the SBC brand, provide a full range of voice, data, networking, e-business, directory publishing and advertising, and related services to businesses, consumers and other telecommunications providers. SBC holds a 60 percent ownership interest in Cingular Wireless, which serves 49.1 million wireless customers. SBC companies provide high-speed DSL Internet access lines to more American consumers than any other provider and are among the nation's leading providers of Internet services. SBC companies also now offer satellite TV service. Additional information about SBC and SBC products and services is available at www.sbc.com.

About AT&T

For more than 125 years, AT&T (NYSE:T) has been known for unparalleled quality and reliability in communications. Backed by the research and development capabilities of AT&T Labs, the company is a global leader in local, long distance, Internet and transaction-based voice and data services.

Adding to my previous coverage of CRM for auto dealers during the past week in connection with the NADA conference in New Orleans, here's another news item to mention:

Autobase, Inc. Announces Release of Autobase Loyalty Center

Autobase says it has been providing CRM solutions for this market since 1988 and that its solution is used by 15,000 auto sales professionals. The new Loyalty Center product is an addition to Autobase's suite, especially focused on "business development, synergizing the efforts of a dealer's sales, service, and call center teams."

AB -- 1/30/05

This past week saw a number of news releases from companies providing CRM solutions for automobile dealers -- see my blog entries ARKONA Developing Web-Based CRM for Auto Dealers, CRM Demolition Derby, and More Automotive CRM - Solution for DNC Compliance.

Here's more news that came out today:

EFG Technologies Introduces SalesEDGE to Increase Customer Loyalty and Dealership Profitability; Support-Centric Solution Unique Among CRMs

The flurry of news for CRM in this sector is connected with the conference going on right now in New Orleans for the National Automobile Dealers Association (NADA). A look at the workshop schedule for the conference shows an intense interest in this industry in the use of technology for improving sales and customer relations.

AB -- 1/29/05

Maybe I've had my head in the sand, but all of a sudden today, I realized that I've been seeing a lot about dashboard tools for real-time business intelligence.

Much of what I've seen about this topic has been in the call center/CRM space that we cover here at TMCnet, such as this release that came in today:

Castle CRM Launches Executive Dashboard Solution Based on the SalesLogix Enterprise Suite

But this one from earlier in the week is a little meatier, citing a market survey that came up with some interesting results about this trend:

Corporate Business Intelligence Dashboard Use On The Rise In 2005; Noetix Market Survey Reveals That One out of Four Enterprise Companies Plans to Purchase a Dashboard Solution in 2005

That news sent me to the Web site of provider Noetix, where I found a further study on this topic by IDC:

The Evolving Nature of Business Intelligence: Dashboards Come of Age (PDF)

This trend makes a lot of sense, as more and more management information becomes available in real time in businesses. How do you make use of the stream of information that is available and present it to decision makers in a usable interface? A good topic for further observation and analysis ....

AB -- 1/28/05

Yesterday I wrote in this space about dual press releases that arrived from two companies selling competing CRM products for automobile dealers. (See "CRM Demolition Derby" from yesterday.)

Just today we received another release from yet another company providing CRM products (focused on calling solutions, in the case of this provider) for the same auto dealer segment:

CallCommand Provides Free Turnkey DNC/OFAC Solution to All US Chrysler Group and Honda Dealers

I have to wonder whether these are all simply "me-too" publicity efforts or whether there's something seasonal going on in the automotive space -- I do see from the CallCommand release that there is a NADA event going on in New Orleans starting tomorrow, so maybe that's the incentive.

The free CallScan Lite from CallCommand is designed to help auto dealers comply with Do Not Call requirements. Here's how the company describes its core product:

"CallStream(TM), CallCommand's core product, is a revolutionary, web-based personalized calling system designed to provide superior voice messaging to cell phones, land phones and other devices. Combining the latest, most innovative telecom and internet technologies, CallStream provides for quick, reliable execution of targeted communications."

I was also interested to see that CallCommand offers what seems to be a Web-based emergency broadcast system for communities:

"CommunitySafe, which enlists CallCommand's newly developed emergency broadcast technology, provides communities with a unique new tool to help resolve any community perception issues create safer communities and build top of mind awareness. It is an instant alert and communication system that allows the dissemination of vital information to citizens quickly and effectively. This unique communication tool simultaneously provides any organization with a more cost-effective and timelier way to communicate to their patrons. www.communitysafe.us."

This is an intriguing idea -- however, at the CommunitySafe Web site there's no information about how to sign up for the service, and no working response mechanism to send in an inquiry.

AB -- 1/28/05

Nicer Folks Offer VoIP in Canada

January 28, 2005 6:35 AM | 1 Comment

I just had to write up a story about a company called "Nicer Canada Corporation." I have noticed that folks are nice in Canada -- and they're pretty smart also!

Here's their release:

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Nicer Canada Corporation launches Voice over Internet Phone services

VANCOUVER, Jan. 27 /PRNewswire-FirstCall/ -- Nicer Canada Corporation ("Nicer"), (TSX Venture: "NC"), a leading provider of Voice over Internet Protocol (VoIP) solutions and network infrastructure services, is pleased to announce that as a result of the hard work and dedication of our entire technical and support teams, the Company's GLOPEX division successfully launched, on-time, our Global Broadband Phone services for individuals and businesses, enabling the placing and receiving of VoIP calls through Nicer's GLOPEX network.

In addition to unlimited local calls, select plans are offered with free international and North American long distance calling of up to 500 minutes. At launch date today, the GLOPEX Village includes, Hong Kong, China, South Korea, Singapore, Taiwan, Japan, U.K., Belgium, Netherlands, Italy, France, Germany, Spain, New Zealand, Australia, Canada and the United States. GLOPEX Plans available range from $16.99 to $29.99
GLOPEX customers will receive a lightweight and portable telephone adaptor, the size of a PDA, and a selection of a Domestic or international Virtual Phone Number: "604" Vancouver or "886" Taiwan. Applications for additional country numbers have been submitted.
About Nicer
-----------

Nicer Canada Corporation is a Canadian company providing comprehensive IT and VoIP solutions, wireless technologies, and computer network infrastructure for any business, from small-medium enterprises to multinational corporations. For further information please visit: http://www.nicertech.com/.
About GLOPEX
------------

GLOPEX is Nicer's next generation phone service that makes friends, family and business associates across the country or around the world more accessible by transforming all out-of-town and out-of-country calls in to local calls by using one of our domestic or international Virtual Numbers.
For further information please visit: http://www.glopex.net/

Anne Lin, Chief Operating Officer
(604) 299-2385 Extn. 118
[email protected]

The TSX Venture Exchange has not reviewed and does not accept responsibility for the adequacy or accuracy of the content of this press release.
Nicer Canada Corp.

CONTACT: Anne Lin, Chief Operating Officer, (604) 299-2385 Extn. 118,[email protected]

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AB -- 1/28/05

CRM Demolition Derby

January 27, 2005 4:46 PM | 0 Comments

Sometimes the interplay of competitors and their strategies around marketing and positioning are more interesting than the actual products they're marketing.

This occurred to me a few minutes ago as I was preparing the latest issue of our Customer Inter@ction Solutions email newsletter (go here for subscription info to all of TMC's eNews publications). As I was researching the news in the CRM space, I found myself highlighting news releases from two apparently close competitors, one right above the other in the body of the newsletter.

Both are providers of CRM services to the automobile dealer market. Here are the titles of their releases, which arrived via the BusinessWire news feed within about two hours of each other:

ARKONA Announces Automotive CRM Solution; Dealership Selling and Customer Information Processes Streamlined

The Cobalt Group Continues to Expand and Integrate Its CRM Offerings in 2005 with New Cobalt Prospector Solutions

I actually blogged the Arkona story earlier today, as I was intrigued by the development of a Web-based CRM solution for this particular niche market. I wonder now whether the Arkona release came out as a "me-too" response to the Cobalt release -- seems like an unlikely coincidence.

Notice the following positioning statements in the respective news releases:

Arkona: "the emerging leader in dealer management solutions for automobile and powersports dealerships"

Cobalt: "the leading provider of retailing solutions for the automotive market"

Are both claiming to be the leader in the same market, or is it more of an apples-and-oranges situation?

I'm interested in making these kinds of comparisons, as it focuses attention on key marketing and branding questions:

+ How do you differentiate yourself against your competitors?

+ What is your market position? What do you provide and who do you provide it for?

AB -- 1/27/05

Analysts at financial advisory firm Merrill Lynch feel that an acquisition of AT&T by SBC should benefit VoIP providers. They single out Sonus in this comment issued today:

While SBC does not have a significant mass-market VoIP service, AT&T has the #2 service (called AT&T CallVantage) which competes with Vonage. The primary VoIP vendor at AT&T is Sonus Networks (Not Rated). So if SBC sees the potential in VoIP, we believe it would be better to accelerate the AT&T service deployment, which could be positive for Sonus.

AB -- 1/27/05

Galitzine Takes on Dvorak

January 27, 2005 12:28 PM | 0 Comments

Greg Galitzine just published a great blog entry taking John Dvorak and other commentators to task for their supercilious attitude toward Internet Telephony -- see Greg's entry "Dear John."

Greg takes exception to the "dismissive nature with which mainstream folks — magazine columnists and laypeople alike — treat our nascent industry." This reminds me of the way many pundits were talking about the Internet as a marketing medium 10 years ago -- see my previous post, Amazon's 10 Years: E-Commerce Revolution Continues.

Back about 1993, I was working as staff writer for a university development office. I wanted to write an article about people on campus using the Internet, but my editor killed the idea with the comment, "Everybody's sick of hearing about the Internet."

AB -- 1/27/05

Today we received news that ARKONA, a provider of Web-based dealer management solutions for automobile and powersports dealerships, is developing a CRM solution especially designed for this market segment:

ARKONA Announces Automotive CRM Solution; Dealership Selling and Customer Information Processes Streamlined

They seem to have a good approach. In general, I like the idea of Web-based applications -- and an application that is designed with a particular niche market in mind in a lot of ways has more promise than one bought off-the-shelf (one size fits nobody).

I do worry a little when I go to the Web site of a software provider and have a hard time finding screen shots. To sell a system, I think you need to give the customer plenty of opportunity to see what the product looks like and what kind of a user experience to expect. I did find a PDF brochure on their site that had this screen shot from ARKONA's dealer management application, which might give an idea what the CRM solution will look like:

arkona.jpg

Also, their press release does a better job than many in explaining what the new CRM application will be like. See this excerpt:

ARKONA's New CRM Includes

-- Customer Contact -- Data acquisition, customer/prospect contact history, and customer value

-- Daily Work Plan -- Customer and prospect follow-up activities refreshed daily, appointment scheduling, customer and prospect lists, DNC compliance, survey management

-- Showroom Management -- Sales process management for leads, appointments, demos, appraisals, offers, and deals with form generation for process control

-- Showroom Analysis -- Real-time analysis of showroom sales process statistics

-- Active Prospect Analysis -- Prospect status for key sales process indicators

-- Prospect Performance Analysis -- Advertising analysis and prospect source, performance, and disposition analysis ratios for salesperson and sales teams

-- Database Marketing -- Renewal management, flexible customer follow-up scheduling, database cleansing, and follow-up phone, e-mail, and letter generation

AB -- 1/27/05

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