E.Piphany Customer KLM Royal Dutch Airlines Wins Gartner’s CRM Excellence Award 2004

MyCustomer.com

London – May 6, 2004 - E.piphany Inc. (NASDAQ: EPNY), a leading provider of full-suite customer relationship management (CRM) solutions, proudly announced today that KLM Royal Dutch Airlines has won the Gartner CRM Excellence Award 2004. KLM received the prestigious award at the Gartner CRM Summit in London on April 29th. KLM was selected on the basis of its CRM vision and strategy, and the successful implementation of E.piphany software to enhance the purchase and travel experience of its customers. KLM’s E.piphany implementation beat out two other finalists who implemented Siebel and AIT CRM solutions.

“E.piphany’s CRM solutions support our vision of making every interaction with our customers an opportunity to enhance their travelling experience,” said Cristina Zanchi, CRM Director, KLM. “Although we have only recently implemented the CRM solution, we are very pleased with our initial results. Since going live in August 2003, despite very difficult market circumstances, we have increased our known customer base by 20% and generated a 5% increase in revenue from known customers. The response rates we’ve observed so far with our E.piphany campaign management tool are very encouraging, far above industry average. We are honoured to receive this award.”

“E.piphany solutions help the largest consumer-oriented businesses worldwide improve interactions with their customers,” said Karen Richardson, CEO, E.piphany. “KLM is taking advantage of the entire E.piphany suite of Marketing, Sales and Service solutions to optimise every customer interaction, help generate additional revenue and improve customer service. We congratulate KLM with the tremendous results it has achieved with its CRM strategy.”

A review team of Gartner analysts selected the three finalists after evaluating and rating each of the initial entries based on demonstrated excellence in their CRM initiatives. Attendees at the show decided the winner by vote after seeing each finalist’s presentation. KLM joins Boise Office Solutions, GSI Commerce and Grupo Financiero Bital as E.piphany customers that have received the Gartner CRM Excellence Award in the past three years.
For more information about KLM and the full suite of E.piphany CRM software products, please visit www.epiphany.com. For more information about the Gartner CRM Excellence Awards, please visit www.gartner.com/us/crmexcellence.

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