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Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update - 2Q 2005
State of the Market: A Pretty Good Second Quarter in 2005
September 1, 2005
By:
Mitchell Kramer
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Executive Summary:
2Q2005 was a pretty good quarter for cross-channel, cross-lifecycle companies—good customer growth, a couple of product introductions, and improvements in company performance. The best news was in customer acquisition with lots of new customers and lots of good customer names. Customer growth, of course, results in good financial performance, and there was plenty of that. There really was no bad news. This report is the second of our quarterly update reports on the products and companies in our practice on cross-channel, cross-lifecycle customer support—ATG Adaptive Customer Assistance and ATG KnowledgeCenter, eGain Service, InStranet Contact Centers In-Line, KANA Service Solutions, Knova Application Suite, RightNow CRM, and UniPress Footprints.
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