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Focuses on the entry of enterprise customer relations management (CRM) vendors in the midmarket. Traditional dominance of regional systems integrators in the midmarket; Impact of the emergence of hosted CRM offerings on the midmarket; Abundance of options among midmarket customers; Information on the leading CRM vendors in the midmarket.

Discusses the increasing usage of analytics tools for customer relationship management. Most popular analytics tools, suites and Web sites produced by top vendors; Reason for the preference of companies to use predictive analytics tools; Efforts of SPSS to place analytics directly in the hands of marketers, according to Colin Shearer, the company's marketing vice president for customer analytics.

Discusses the trends in customer relationship management in 2003 that affect the customer relationship management landscape by the end of 2004. Launch of vertical customer relationship management solutions by several business enterprise vendors; Impact of Web services on customer relationship management; Percentage of companies planning customer relationship management solutions that intend to build in-house.

Provides tips from customer relationship management (CRM) providers to maintain the efficacy of CRM systems and generate a return on investment. Points to remember in launching CRM functionality; Recommended patterns for upgrading CRM systems; Tips on integrating a CRM with a back-end software; Benefits of continuing education on CRM systems for employees. INSET: The New Race of Service.

Discusses the use of customer relationship management (CRM) to increase productivity and build relationships in all customer-facing areas of the business. Risk of too much focus on automation, according to analyst John Bardwell; Value of sales force automation applications; Concept of smart marketing; Scheduled callback option offered by Cox Communications to customers calling its support center. INSET: 5 PRODUCTIVITY BUILDERS.

Deals with the issues behind integrating customer relationship management (CRM) solutions with an enterprise's existing systems. Way in which enterprise application vendors tend to attempt to drive out competition; Reason for the need for a CRM vendor to adopt the most open standards available; Manner in which CRM vendors can grow sales in an era of open standards. INSETS: Tools of the Trade;Don't Dive In.

Talks about the demand of buyers of customer relationship management (CRM) technologies for vendors ensure them that the CRM technology they are considering will deliver the promised results. Bckground on the CRM service of PeopleSoft Inc.; Method for setting return on investment (ROI); Reasons few companies are doing postimplementation ROI analysis. INSET: GETTING REALISTIC ABOUT ROI.

Focuses on the development of real-time enterprise (RTE) in the U.S. Benefits of RTE to business; Suggestions of ISM Inc. president Barton Goldberg on becoming an RTE; Actions taken by customer relationship management vendors to adopt RTE. INSET: 10 Steps to Becoming an RTE.

Presents news briefs on customer relationship management (CRM) in the U.S. as of March 2003. Details of the Business Flow Accelerators introduced by Oracle Corp.; Reason behind the standardization of the information technology help desk support of the Federal Aviation Administration; Views of Enamics Inc. chief executive officer Faisal Hoque on the success of CRM.

Presents news briefs on customer relationship management (CRM) in the U.S. as of February 2003. Actions taken by CRM vendors on economic downturn; Development of global sales organization by Baan; Barriers to self-service effectiveness.

Presents news briefs related to return on investments in the U.S. customer relationship management (CRM) industry, as of February 2003. Benefits of CRM system to nonprofit organizations; Selection of Kana Response as the e-mail system for Allergan; Actions taken by Avid Technologies to improve its data quality.

Reveals that mobile sales software solutions are becoming the focus of customer relations management projects of businesses. Projections made by the Yankee Group on the growth of spending in mobile sales solutions by 2006 in the U.S.; Importance of Wi-Fi in the success of mobile sales solutions; Industries that are fast deploying mobile sales solutions.

Discusses the use of guided selling tools to boost the sales of companies. Characteristics of guided selling tools; Benefits given by guided selling tools for companies; Companies which offers guided selling tools to their customer relationship management packages. INSET: CDS GUIDES ITS REPS TO SUCCESS.

Focuses on strategies which companies can take to transform data collected on customer transactions, interactions and opinions, into efficient use with their customer relationship management initiatives. Importance of business intelligence tools to use data correctly; Trend in collecting data; Main reasons few companies take advantage of customer knowledge.

Assesses the performance of quick-win software solutions in the field of customer relationship management (CRM). Reason for some vendors for formalizing fast-start implementation programs for CRM suite and contact center initiatives; Views of Robert DeSisto, vice president and CRM research director at Gartner, on the quick-win philosophy; Software companies that are marketing fast-to-implement software packages to the mid-market.

Focuses on two conferences on customer relationship management (CRM) software, DCI's CRM Conference and Exhibition and the Call Center Las Vegas 2003 Conference and Expo. Issues discussed about Web services; Discussion on the attention paid by CRM solutions vendors on mid-market and smaller businesses; Speakers at the conferences.

Presents news briefs on the customer relations management (CRM) software industry as of April 2004. CRM software providers which got positive rating from the review conducted by Gartner; Percentage of small- and mid-sized business executives who fear becoming heavily dependent on Microsoft Corp. software; Revenue growth posted by the business process management sector in 2003.

Reports on the rise of return on investment (ROI) by companies that bought customer relations management (CRM) software. Reasons for the rise of ROI of companies; Improvement in the CRM software products of vendors; Percentage of ROI of companies.

Discusses the developments in customer relationship management (CRM) systems as of January 2004. Information on the CRM system developed by Siebel Systems for call center reporting software firm Merced Systems; Upgrades released by Salesforce.com for its CRM solution and on-demand application server.

Comments on the California Security Breach Notification Law aimed at enhancing customer security and combating identity theft. Overview of the law; Limitations of the law; Impact of the law on the call center industry.

Focuses on the improvements in the customer service operations of Water Corp. through the implementation of a customer relationship management system from SAP AG. Improvement in warranty tracking during service calls; Revenue growth posted in 2003; Percentage of increase in electronic commerce revenue of the company.

Presents news briefs on customer relationship management as of December 2003. Factor considered by information technology buyers in their purchases in terms of data integration; Percentage of respondents from several companies which claim outsourcing gives them control over business; Impact of incentive-based sales compensation packages on sales figures.

Focuses on the trend in consumer packaged goods (CPG) industry. Benefits derived by the CPG sector from the industry-wide shift in attitude; Comment from Sheryl Kingstone, customer relationship management (CRM) program manager at the Yankee group,, on the amount spent by companies in marketing; Advantages of having a better marketing technology; Companies that are actively pursuing the CPG market.

Comments on the trend of delivering analytics within the context of a customer relationship management (CRM) application. Reason behind the trend; Benefits received by Carfax.com from adopting WebSideStory's Hitbox CRM product; Tips for analytics vendors on promoting their products.

Presents news related to customer relationship management initiatives in the U.S. as of July 2003. Decision of ACCPAC to release the version 5.5 of its customer relationship management suite; Availability of ChannelWave Software's Mid-Market Edition of channel management infrastructure solutions; Release of Concerto Software's outbound customer contact solution.

Examines the state of the investments made by the financial services industry in customer relationship management initiatives in the U.S. as of July 2003. Consequences of the trend; Type of customer relationship management vendors sought by financial companies; State of the return on investments; Forecast on the interest in process optimization.

Discusses the trend in which some customer relationship management (CRM) vendors offer a planned migration platform from an expired solution to their own amid a business failure. Companies interested in purchasing CRM provider, Xchange; Risks faced by CRM vendors in creating a migration plan; Advice about corporate consolidation.

Reports on a content-management module released by Clear Technologies, a customer relations management (CRM) solutions provider, for its C2 CRM suite. Benefits of the module; Capabilities of the module.

Focuses on the implementation of ExpertCity's DesktopStreaming customer relations management technology by Kronos Inc. to provide remote support to its customers worldwide. Functions of DesktopStreaming; Benefits of the DesktopStreaming solution.

Focuses on how changes in the way healthcare providers and pharmaceutical companies go to market have opened the door for Customer Relationship Management (CRM) software projects. Cause of competition among healthcare providers; Predicted increase in investment in CRM products; Information on solutions being used by providers.