Broadbase claims that this will make them the clear leader in the eCRM market. They say that with this acquisition they have created the industry's first eCRM suite that provides a single analytic and operational solution across all e-marketing and e-service applications.
"Today's eBusinesses must adopt technology that allows them to gain control of every customer interaction - by doing so, companies will not only increase customer loyalty, but will ultimately help drive profitability quickly and efficiently," stated Chuck Bay, CEO of Broadbase. "By combining Servicesoft's technology into our own, Broadbase is changing the eCRM market as we know it today -- enabling companies to create intelligent, optimized customer experiences with the industry's first integrated eCRM suite."
Servicesoft's e-service solution, Servicesoft 2001, combines eCRM capabilities such as self-help, assisted service, e-mail management and live collaboration.
"The combination of Broadbase's analytics and operational marketing functionality with Servicesoft's e-service and knowledgebase management capabilities will truly benefit enterprises seeking to improve current operational CRM investments," stated Sam Clark, Senior Research Analyst of META Group. "This acquisition will further enhance Broadbase's competitive position and force other customer interaction management vendors to better articulate CRM strategies."