DMNews' Database Weekly: TiVo chooses RightNow for customer support revamp

July 9, 2009 Click here to view this newsletter online Check out DMNews on your smartphone News TiVo chooses RightNow for customer support revamp Lauren Bell DVR company TiVo Inc. has named RightNow as its new CRM services provider in an effort to improve customer satisfaction and trim operational costs in its support center. TiVo has 3.2 million subscribers. RightNow is managing the support section of TiVo's Web site, which features FAQs, trouble-shooting, forums, chat and e-mail support and other services. Tivo previously handled CRM in-house.   Qdoba adds mobile to loyalty efforts Lauren Bell A group of 26 Qdoba stores, all owned by Aztec Partners LLC, is expanding its customer loyalty program into the mobile realm with a feature called Qdoba Mobile Rewards. The Mexican chain teamed with mobile loyalty company Tetherball to create the new program. Qdoba Mobile Rewards, which works in conjunction with the chain's existing, "QCard" program, offers rewards, coupons and special notifications to consumers through their phones when they opt in.   Compass Direct taps Regency for marketing international lists Lauren Bell Regency Direct has been named exclusive list manager for international mail order company Compass Direct. The list has a total universe of close to 750,000 names. Regency's experience with international lists and data rules helped the company win Compass' business from former list manager List Services.   CognitiveData acquires CMS Direct Chantal Todé Seeing an opportunity to bring innovation to the areas of data accuracy, analytics and marketing databases for the catalog industry, CognitiveData, which was acquired by Merkle in May and is a wholly owned subsidiary of the database marketing agency, is acquiring catalog marketing services firm CMS Direct. CognitiveData and CMS have been working together since 2006, when they formed a strategic partnership. At the time, CMS began incorporating CognitiveData's data accuracy technology into its list processing and data processing environment.   Spotlight conversation: The evolution of CRM Dianna Dilworth Janet Rubio, chief insights officer at Engauge, discusses the evolution of CRM.   Column Data is the foundation of organizations John Kirkland, president/COO, MLS Data Management Solutions The old saying "May you live in interesting times" has an unusually chilling ring to it these days. The end of 2008 through early 2009 has been one of the most challenging times marketers have faced in years.   DMNews' Essential Guide to Lists, Database Marketing & Data Services The 2009 DMNews Essential Guide to Lists & Databases is now online The 2009 DMNews Essential Guide to Lists and Databases is now available as a PDF file. Click on the image or headline to download it.   Ready. Set. Go. Entries for the 32nd Caples Awards are now open. Click here to download the entry kit today. Caples Community Johnnie Walker looked to Wunderman to extend its Private Tasting field marketing program online Agency Business Report Click below to view all agency profiles FREE WHITEPAPERS View More Research DMNews Data Management Survey

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