LONDON - June 19 2001 - Customer Relationship Management (CRM) is a well used phrase in the
business to consumer (B2C) market. When it comes to technology, everyone seems to offer the
right solution to take away all your pain as a marketing manager/ business manager/ customer
service manager and, of course, IT manager. For years so called 'CRM' solutions have been
offered as a one stop shop i.e. a one size fits all system, and the success of CRM has been
limited by this. Every company wants a unique and tailored relationship with their customers
and it is in this approach that real return on investment can be realised from CRM. The
customer must become the 'point of design' rather than the CRM application. B2C organisations
need real return on their investment - a successful CRM approach must embrace and extend
existing business processes and IT infrastructure, integrating with all other IT elements and
Chordiant Software, a leading provider of unifying customer relationship management (CRM)
solutions, are today hosting a roundtable accompanied by best of breed CRM vendors
Broadvision, Data Distilleries, IBM and META Group as well as the world's leading provider of
management and technology consulting services and solutions, Accenture, to discuss this very
topic. Why a best-of-breed approach for B2C Customer Relationship Management (CRM) is
superior to a one size fits all package in implementing an effective CRM strategy.
Chordiant Software offers an intelligent customer interaction management application that
delivers real time intelligent communications working on both historical data and present
time information. Coupled with BroadVision, who specialise in providing one-to-one web
applications, Data Distilleries, who specialise in open analytical CRM, Accenture and IBM, a
powerful best of breed solution is created to deliver a fully integrated CRM solution to each
customer's individual needs. For the first time, these companies are coming together to
discuss the needs of their customers and the issues involved with combining to provide a Best
of Breed offering.
Gabriele Dobenecker, Program Director with META Group observes: "Organisations are now moving
to implement holistic customer relationships management to exploit the value of a panoramic
customer view. Those looking for "CRM in a box" will fail to find it. CRM remains a
Neil Morgan, Vice President of Marketing at Chordiant, commented: "No one should dictate to
you how you should maintain, manage and build your customer relationships but when you take
on packaged CRM that is often what happens, and it has many limitations. As we will see
today, a combined best of breed approach enables all B2C organisations to deliver their own
business processes in real time to all customers across all channels. This way they can
differentiate themselves, not standardise on what their competitors are delivering."
BroadVision's managing director Ian Turner said: "Customer Relationship Management is too
large an issue for any single vendor to provide a total solution. Therefore, a best-of-breed
approach is essential in order to ensure that a single coherent strategy can be formulated,
and more importantly delivered, across the whole enterprise. In order to achieve this,
industry openness in terms of technology and the sharing of ideas is essential, which is why
The 'Best-of-Breed' Roundtable is an ideal opportunity for key industry drivers to come
together and set out the roadmap for the future."
John Bell, Senior Pre Sales Consultant at Data Distilleries commented "Data Distilleries is
delighted to be teaming up with Accenture, BroadVision, Chordiant and IBM. Data Distilleries
brings an essential analytics element to this best of breed partnership - providing a
demonstrable and immediate return on investment for our customers, including Spaarlbeleg and
About Chordiant Software
Chordiant Software (www.chordiant.com) delivers a Unifying Customer Relationship Management
(CRM) solution based on Chordiant's branded platform strategy, the Intelligent Customer
Interaction Management (ICIM) platform. Chordiant's ICIM platform provides highly scalable
building blocks for developing and integrating flexible CRM solutions into customers'
existing enterprise-wide systems.
No matter how consumers choose to communicate with the enterprise - through branch locations,
Web, e-mail, telephone or wireless access - the Chordiant Unified CRM Solution provides a
real-time, single view of each customer and a consistent, personalised process for every
interaction. It includes a comprehensive business process engine, which allows companies to
implement best business practices across multiple touchpoints. As a result of Chordiant's
sophisticated Marketing Automation Business Services, marketers can maximise their ROI
through the creation, execution and refinement of sophisticated direct marketing initiatives
that span both traditional and online channels. Chordiant empowers high-value contacts
designed to retain customers, grow revenue and drive profits during every contact.
In May 2001, Chordiant announced an asset purchase of the Java server technology from
ActionPoint Inc. (Nasdaq: ACTP) for $7.2 million in cash and stock. In addition to the Java
server technology, 20 employees will transfer to Chordiant. The Java server and application
components will accelerate Chordiant's J2EE application development efforts and provide
Chordiant with an HTML/DHTML and Java JSP applications framework.
Headquartered in Cupertino, California, and London, Chordiant maintains regional offices in
Boston; Chicago; Dallas; Manchester, New Hampshire; New York; Brentford, UK; Amsterdam;
Paris; Munich; Sydney and Melbourne.
This news release includes "forward-looking statements" that are subject to risks,
uncertainties and other factors that could cause actual results or outcomes to differ
materially from those contemplated by the forward-looking statements. For this purpose, any
statements contained in this news release that are not statements of historical fact may be
deemed to be forward-looking statements. Words such as "believes," "anticipates," "plans,"
"expects," "will," "would," and similar expressions are intended to identify forward-looking
statements. There are a number of important factors that could cause the results of
Chordiant, PrimeResponse or the combined company to differ materially from those indicated by
these forward-looking statements, including, among others, potential difficulties in the
assimilation of operations, strategies, technologies, methodologies, and products of the
acquired company; the risk of loss of key personnel of the acquired company; diversion of
management attention from other business concerns; and business risks including the risk of
variations in quarterly operating results, significant current and expected additional
competition, and the need to continue to expand product distribution and service offerings.
Further information on potential factors that could affect the financial results of
Chordiant, PrimeResponse or the combined company are included in risks detailed from time to
time in Chordiant's and PrimeResponse's Securities and Exchange Commission filings, including
Chordiant's Annual Report on Form 10-K filed on March 27, 2001; the joint proxy
statement/prospectus filed by both Chordiant and PrimeResponse on February 26, 2001;
Amendment No. 1 to the Form S-4 filed by Chordiant on February 26, 2001; PrimeResponse's
final prospectus for its initial public offering filed on March 3, 2000; and Chordiant's
final prospectus for its initial public offering filed on February 15, 2000. Also,
statements in this news release related to the expected benefits of the transaction are subj
and successful completion of technology and product development efforts; integration of the
technologies and businesses of Chordiant and PrimeResponse; unanticipated expenditures;
changing relationships with customers, suppliers and strategic partners; and other factors
described in both the Securities and Exchange Commission filings listed above and other
periodic reports filed by Chordiant with the Securities and Exchange Commission.
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