Surviving CRM (Line56)

Ariba has just gone on demand, and says that it has some customers who have gone from perpetual licensing to on demand. That got me thinking about customer relationship management (CRM), in which we saw Worldspan take the same approach with Siebel. That, in turn, led me to think about the perennial CRM "problem" and how hosting is one approach to it. In researching that issue, I found this 2001 article from Line56 Magazine that still has a lot of business value in guiding companies through the CRM process (which remains remarkably similar, although technologies have advanced).