Sage Software announced today that Sage CRM SalesLogix customer Conferon Global Services, Inc. (CGS), a worldwide conference and trade show business services provider, has been selected as an International Success Strategy winner by Aberdeen Group from among 800 companies researched. CGS is featured in Aberdeen’s new report, “Success Strategies for Leveraging Customer Intelligence,” and is cited for achieving a 35% annual improvement in customer acquisition rates using Sage CRM SalesLogix as its business process enabler. “Customer service is a key differentiator in highly competitive markets,” explained Leslie Ament, Director of Customer Intelligence Research for Aberdeen. “Purchasers know similar products are available from numerous vendors and, as a result, expect more value. In parallel, providers of goods and services are focusing on building higher value relationships to grow revenues and reduce customer churn rates. Conferon Global Services’ Sage CRM SalesLogix implementation demonstrates how companies can leverage CRM applications to achieve these results.” CGS needed a technology solution that provided customer data management and analysis tools to help enhance its customer service and monitor key performance metrics. The company evaluated several vendors and selected Sage Software based on “its reputation for providing affordable, user-centric, - more available

CRM, Help+Desk, Customer+Service, Sage

tags: crm, customer+service, help+desk, sage

Cognos has updated its Cognos 8 business intelligence (BI) suite to add search technology to its flagship product. The new Cognos Go search capability offers users a way to use key words to search through BI content. Cognos Go, which works with Cognos 8, searches the full content of BI reports, not just report titles and metadata descriptions, and uses fuzzy logic and word stemming to fine-tune search terms, Cognos says. It also indexes BI content and can publish that content to XML, which allows it to be used with other applications. The new version of Cognos 8 is more tightly integrated with Microsoft Office and supports PowerPoint. It provides enhanced support for SAP NetWeaver, including improved integration with the NetWeaver Enterprise Portal. Cognos is also offering new report packs for MySAP and Siebel CRM applications. In addition, the new version includes report packs for mySAP (R/3) and Siebel CRM that allow users to combine historical data from a data warehouse with current data from those applications in a single report or dashboard.

CRM, Help+Desk, Cognos, SAP

tags: cognos, crm, help+desk, sap

It may be that open source CRM has penetrated deeper into the small end of the CRM market than analysts have realized. “The biggest advantage of open source CRM is the low cost — in the majority of cases it appeals to smaller customers looking to implement a tactical CRM project,” Oram pointed out.

CRM, Open+Source, Software

tags: crm, open+source, software

It seems that some CRM consultants and implementation partners could stand to take a little of their own advice when it comes to delivering customer satisfaction. A recent report from Cambridge, Mass.-based Forrester Research Inc. found that 40% of the companies surveyed wouldn’t recommend their CRM professional service provider (PSP) to others. “One of the things that struck me is that software vendors have been beat up in this sector for a while,” said William Band, Forrester analyst and author of the report. “But the consultants they use and depend on heavily don’t come out as well as I thought they might.” Ironically, the primary source of dissatisfaction with PSPs comes from their relationships with clients, Band noted. For example, of the 119 CRM buyers Forrester surveyed, 50% said their PSP was not easy to do business with and less than half felt adhering to a budget was a priority for their services partner. Additionally, only 36% agreed that their PSP helped them lower the cost of implementation and the total cost of ownership.”

CRM, Customer+Relationship+Management, Microsoft, Help+Desk, Customer+Service

tags: crm, customer+relationship+management, customer+service, help+desk, microsoft

The insight division of Chrysalis Radio has appointed Data Intelligence, the insight arm of Response One, to design and build a CRM platform.

CRM, Software, Chrysalis, Music

tags: chrysalis, crm, music, software

CRM, Customer+Relationship+Management, Software

tags: crm, customer+relationship+management, software

Parature, provider of award-winning, on demand customer support and Help Desk software, announced today that SharperAgent, provider of contact management marketing solutions to real estate agents and brokerage firms, has implemented Parature’s Customer Support Solution. SharperAgent recognized almost immediate results after deploying Parature’s solution, including a decrease in the overall number of tickets submitted by clients from a daily average of 370 to approximately 100, due to an increase in the use of self-service tools.

CRM, Help+Desk, Customer+Service, Parature, Real+Estate

tags: crm, customer+service, help+desk, parature, real+estate

The report also predicts that CRM license revenue will stay fairly static at $3 billion for the next three years, whereas will increase from the $8 billion at the end of 2005 to just under $10 billion by 2008. Plus it shows that if someone in your industry recommends a consultant to you, there’s a close to fifty-fifty chance he’s doing it because he doesn’t like you. Today we’ll look at what Forrester finds are the ten CRM trends to watch in 2006, broken down into three general groups: Five trends emanating from the fact that he finds enterprises are digesting their CRM technology investments and striving to get more worth out of these expenditures, three evident as CRM software technology firms continue to adapt to the demands of their customers and two resulting from the role professional services providers will play in helping enterprise get more value from CRM.

CRM, Relationship+Management, Forrester, Trends, 2006

tags: 2006, crm, forrester, relationship+management, trends

The special charges are associated with the previously announced
restructuring of the Company’s legacy operations to streamline the cost
structure, and integration of recent acquisitions. The restructuring charges
are included as a separate line item under operating costs and expenses, and
the integration charges are included in payroll and related expenses and
selling, general and administrative expenses.

NCO is organized into four divisions that include Accounts Receivable
Management North America (”ARM North America”), Customer Relationship
Management (”CRM”), Portfolio Management, and Accounts Receivable Management
International (”ARM International”).

Overall revenue in the fourth quarter of 2005 was $290.3 million, an
increase of 22.4%, or $53.0 million, from revenue of $237.3 million in the
fourth quarter of 2004. Included in ARM North America’s revenue for the fourth
quarter of 2005, was $29.3 million of inter-company revenue from Portfolio
Management and included in ARM International’s revenue was $50,000 of inter-
company revenue from Portfolio Management. Included in ARM North America’s
revenue for the fourth quarter of 2004 was $15.4 million of inter-company
revenue from Portfolio Management and included in ARM International’s revenue
was $86,000 of inter-company revenue from Portfolio Management. All inter-
company revenue is eliminated in consolidation.

For the fourth quarter of 2005, ARM North America’s revenue was $211.7
million as compared to $176.8 million in the fourth quarter of 2004. The
increase was primarily attributable to the acquisition of Risk Management
Alternatives, Inc. (”RMA”), which was completed on September 12, 2005. The
increase was also attributable to an increase in inter-company revenue from
Portfolio Management. During the quarter, the lingering effects from
Hurricanes Katrina and Rita continued to negatively impact our collection
efforts in the affected areas. In addition, the Company experienced the
expected deterioration in the amount of payments it received from consumers as
compared to the fourth quarter of 2004, which the Company believes is due to
the effects of higher fuel costs on the broader economy. Continued pressure
from client initiatives to reduce costs also had an adverse impact on revenue.
During the quarter this division recorded approximately $4.0 million, net of
tax, of restructuring charges and costs associated with integration of the
Company’s recent acquisitions.

For the fourth quarter of 2005, CRM’s revenue was $54.1 million as
compared to $46.8 million in the fourth quarter of 2004. This $7.3 million
increase was primarily attributable to new client ramp-up during the third and
fourth quarters of 2005. While these new contracts will allow this division to
expand its revenue base in 2006, the deployment of large numbers of seats on
an expedited schedule adversely impacted near-term earnings due to incremental
operating expenses related to the implementation of these new business
opportunities. Partially offsetting the revenue from new clients was the
previously discussed reduction in revenue from a major client where we ceased
providing certain services when they decided to exit the consumer long-
distance space due to a change in telecommunications laws. During the quarter
this division recorded approximately $477,000, net of tax, of restructuring
charges.

For the fourth quarter of 2005, Portfolio Management’s revenue was
approximately $48.8 million compared to $26.0 million in the fourth quarter of
2004. The increase primarily reflects additional revenue from portfolio assets
acquired as part of two business combinations during the third quarter of
2005, as well as $4.1 million of revenue from the expected sale of portions of
several older portfolios with little or no remaining carrying value.

For the fourth quarter of 2005, ARM International had revenue of
approximately $5.1 million compared to $3.1 million in the fourth quarter of
2004. The increase in revenue was primarily attributable to the acquisition of
the international operations of RMA. During the quarter this division recorded
approximately $785,000, net of tax, of restructuring and integration charges.

Commenting on the quarter, Michael J. Barrist, Chairman and Chief
Executive Officer, stated, “During the fourth quarter we continued to execute
on the planned restructuring of our service platform, which is expected to
begin yielding tangible benefits as we move through 2006. This effort will
allow us to better react to the changing needs of our client base. In
combination with continued strong growth opportunities within our CRM and
Portfolio sectors, these changes should allow us to meet our overall goal of
providing our investors with consistent growth in both revenue and earnings.”

NCO also announced that it expects diluted earnings per share to be
approximately $1.52 to $1.72 for 2006. This range includes the effects of
approximately $6.1 million, after taxes, or approximately $0.18 per diluted
share, of restructuring and integration costs expected to be incurred during
the first quarter of 2006. For the first quarter NCO expects diluted earnings
per share to be approximately $0.17 to $0.22. This range includes the effects
of the approximately $6.1 million, after taxes, or approximately $0.18 per
diluted share, of restructuring and integration costs.

NCO will host an investor conference call on Tuesday, February 14, 2006,
at 10:00 a.m., ET, to address the items discussed in the press release in more
detail and to allow the investment community an opportunity to ask questions.
Interested parties can access the conference call by dialing 888-209-7450
(domestic callers) or 706-643-7734 (international callers) and providing the
pass code 5031185. A taped replay of the conference call will be made
available for seven days and can be accessed by interested parties by dialing
800-642-1687 (domestic callers) or 706-645-9291 (international callers) and
providing the pass code 5031185. A transcript of the conference call will also
be available on NCO’s website (http://www.ncogroup.com) and will be furnished
to the SEC in a Report on Form 8-K.

NCO Group, Inc. is a leading provider of business process outsourcing
services including accounts receivable management, customer relationship
management and other services. NCO provides services through over 100 offices
in the United States, Canada, the United Kingdom, India, the Philippines, the
Caribbean and Panama.

For further information contact:

    NCO Investor Relations    (215) 441-3000    http://www.ncogroup.com

Certain statements in this press release, including, without limitation,
statements as to fluctuations in quarterly operating results, statements
concerning projections, statements concerning strategic initiatives,
statements as to the economy and its effects on NCO’s business, statements as
to trends, statements as to NCO’s or management’s beliefs, expectations or
opinions, and all other statements in this press release, other than
historical facts, are forward-looking statements, as such term is defined in
the Securities Exchange Act of 1934, which are intended to be covered by the
safe harbors created thereby. Forward-looking statements are subject to risks
and uncertainties, are subject to change at any time and may be affected by
various factors that may cause actual results to differ materially from the
expected or planned results. In addition to the factors discussed above,
certain other factors, including without limitation, the risk that NCO will
not be able to implement its business strategy as and when planned, the risk
that NCO will not be able to realize operating efficiencies in the integration
of its acquisitions or that the restructuring charges will be greater than
anticipated, risks related to the ERP implementation, risks related to the
final outcome of the environmental liability, risks related to past and
possible future terrorists attacks, risks related to the economy, the risk
that NCO will not be able to improve margins, risks relating to growth and
acquisitions, including the acquisition of Risk Management Alternatives, Inc.,
risks related to fluctuations in quarterly operating results, risks related to
the timing of contracts, risks related to international operations, and other
risks detailed from time to time in NCO’s filings with the Securities and
Exchange Commission, including the Annual Report on Form 10-K for the year
ended December 31, 2004, can cause actual results and developments to be
materially different from those expressed or implied by such forward-looking
statements. The Company disclaims any intent or obligation to publicly update
or revise any forward-looking statements, regardless of whether new
information becomes available, future developments occur or otherwise.

Technorati Tags: NCO Group, CRM, Earnings

tags: crm, earnings, nco group