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Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update - 3Q 2005
State of the Market: A Good Third Quarter in 2005
December 1, 2005
By:
Mitchell Kramer
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Executive Summary:
This report is the third of our quarterly update reports on the products and companies in our practice on cross-channel, cross-lifecycle customer support. 3Q2005 was a good third quarter. The best aspect of the quarter was customer growth. All of the companies that we watch did well in customer acquisition and retention, although some did much better than others. Product activity was mixed. For example, ATG and UniPress made major product announcements, but eGain and Knova were quiet. Company performance was mixed. For example, RightNow continues to lead the way. eGain and Knova slipped a little.
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