Ariba on Wednesday reported a net loss for the quarter, excluding nonoperating charges of $11.5 million, or 6 cents a share. Including all charges, the net loss for quarter was $125.9 million, or 70 cents a share, reflecting the costs of acquiring TradingDynamics Inc. in January and Tradex Technologies Inc. in March, according to the company.
The company has signed several new, high-profile customers, including American Express, Dell Computer, and Sabre Holdings. It also inked a joint-development deal with IBM and i2 Technologies Inc. "We doubled our customer base in one quarter," says Ariba CEO and chairman Keith Krach. Analysts say they're impressed with the company's lead over its competitors, but that the race hasn't been won yet. "Ariba is demonstrating some leadership in a fairly fractured market," says Vernon Keenan, an analyst with KeenanVision. "Basically, there's no clear leader, no gorilla yet, but Ariba does have an edge over their competitors." "They are doing an exceptionally good job, and they are continuing to widen their lead," says Bob Austrian, an analyst with Banc of America Securities. "The outlook is positive. All is well with Ariba and the market they serve."
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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