Daily News 2005/06/06

IDC: growth of CRM market showed down in West Europe

According to the latest research by IDC, the CRM market in West Europe is growing at a rate lower than 5%. However, the growth rate on some sectional markets may be somewhat higher, especially for services such as customer analysis, customer self-service and vertical CRM application. Some industries (finance, telecom, public service) will probably use standard CRM software pack to take the place of customized CRM products.
Result of the end user survey made by IDC shows that CRM is of the highest priority in West Europe in 2005. For many years European companies has always been dedicated to reducing the cost and increasing the benefits. Now they are paying attention to the growth of enterprises. However, on some European market, such as Italy, Germany and France, the investment is still much affected by the slow economy growth. Low price will restrain the CRM suppliers from growing rapidly.

SCall center of Digital China gaining CCCS certificate

On June 2 of 2005, the call center of Digital China gained CCCS-OP-2003 certificate and the certificate of "four-star customer service center" issued by CRM committee of CFIP. It is the first domestic call center in the IT industry that gained this certificate.

The customer service call center of Digital China,established in September 2000, is mainly engaged in services relating to the TOSHIBA laptop. From April 2003 to the present, the first stage of the strategic implementation of CRM system has been finished. On one hand, the call center serves as a platform to provide comprehensive support to sales, maintenance and new business development of the company, and on the other hand, it serves as a platform for communicating with the customers. It will develop into an interactive sales center and a resource center for summarizing, sharing and analyzing the customer-related data, to increase the inner demand and business volume of the company.


Juniper and Avaya to work together to provide integrated telecom solution of high reliability

Juniper Netowrks (NASDAQ: JNPR) and Avaya (NYSE: AV) announced recently that they were intending to work together to provide integrated telecom solution of high reliability to enterprise customers all over the world. Upon the existing foundation of cooperation, the two sides will work closely with each other to provide comprehensive solution by integrating Avaya's advantages in enterprise telecom service and Juniper's advantages in Routing and Security. Besides, they will serve as sales agent for each other's products and services, and will provide some services together, including project management, remote network management and so on.