When IT's customers are external (McKinsey Quarterly)

IT organizations can minimize the risks of customer-facing projects by adopting the approach of software product companies

Is Enterprise Software Dead? (Red Herring)

Web-based software could mean a slow death—or a new birth—for business software companies.

SAP Plans On-Demand Product (Red Herring)

The software giant is expected to announce its Internet-hosted products next week.

SAP's On-Demand CRM Valentine (Destination CRM)

The hosted app will launch in February; the company outlines its midmarket plans for 2006, and sees strong 2005 revenue numbers.

RightNow is Only CRM Vendor Included in Research Firm’s Email Marketing Wave (CRM Today)

Comparative Analysis Names On Demand Leader a “Strong Performer” And Cites “Best-of-Breed” Multichannel Capabilities

Using data to enhance customer experience (FT)

There is no better time to be a customer than today, it seems. Every purchase we make is backed by companies eager to differentiate themselves through best-in-class customer service tailored to our individual needs.

Buzzword: Customer Service

Salesforce.com's AppExchange Brokers Software (eWeek)

Salesforce.com Inc. is hosting a virtual software bazaar in hopes of encouraging more businesses to make use of software on demand.

AppExchange Goes Live (Line56)

Salesforce.com tries to extend the power of the on demand model by aggregating various applications

Siebel's Big Quarter (Line56)

What 04 of 04 might mean for Siebel's future as part of Oracle

Siebel records strong rebound (FT)

Siebel Systems marked what is likely to be its last quarter before being acquired by Oracle with its strongest financial performance in almost four years, though analysts warned that the performance might reflect one-off effects.

Outlook for Microsoft CRM (Line56)

Project Elixir establishes Outlook as an interface for customer relationship management products

Onyx Rejects CDC Offer, but CRM Market Consolidation Continues (Gartner)

Onyx Software's improved financial situation has enabled it to reject a consolidation proposal from CDC Software. But the consolidation in the customer relationship management (CRM) market is far from over.

Really Simple Systems Launches Simple Hosted CRM (CRM Today)

A new, UK based, CRM (Customer Relationship Management) service is launched, designed to be simple, easy to use and hosted, with no upfront software or licence fee, just a simple monthly payment.

SMB CRM Success (Line56)

Screenplay outgrows the spreadsheet and turns to hosted CRM; plenty of results and functionality at lower cost

Is CRM Dead? (CIO)

Alive or dead, CRM is vastly changed from the acronym we once thought we knew.