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Microsoft CRM Launches
Microsoft Business Solutions announced the North American availability of Microsoft Business Solutions Customer Relationship Management (Microsoft CRM). The new product supports and automates the CRM strategies of midmarket organizations, aiming to help them build lasting and profitable relationships with their most important constituency: their customers. The solution is designed to enable businesses to take advantage of technology and related services that were previously reserved for large enterprises with big IT budgets.

Human Resistance to Change is Biggest CRM Impediment
AMR Research Inc. recently completed a survey of 80 end-user companies from leading CRM vendors' reference lists. The research indicates human resistance to change is still the primary issue in a successful CRM implementation. This was a surprise to the AMR that embarked on the research with other issues in mind. For comments on the research by author, Joanie Rufo of AMR... more »

Forrester Research Buys Giga Info Group
Technology analysis company Forrester Research announced that it is acquiring rival analyst firm Giga Information Group. The integration of the two businesses is still under way, and no layoffs are planned at this time, a spokesman said. The acquisition is scheduled for the second quarter of 2003, after which Giga will become a wholly owned subsidiary of Forrester. Pursuant to the agreement, Forrester will begin a tender offer for all outstanding shares of Giga for $4.75 per share in cash.

Invitation to Participate in RealMarket/Aberdeen Group Research Study
RealMarket and Aberdeen Group have formed an Enterprise Research Alliance to conduct joint research. We are announcing the first study to look at CRM spending plans and strategies for customer relationship management (CRM). If you are involved in using, selecting and/or implementing CRM applications at your company, you are invited to participate. All participants will receive a copy of the report of research findings. As a thank you, participants will also receive a copy of Aberdeen's "2003 What Works" report about some of the most significant CRM implementations of 2002. Click here to take the survey or Read more »

NetLedger Delivers Advanced CRM Features
NetLedger, makers of Oracle Small Business Suite, announced the addition of advanced CRM features across the company's products including Oracle Small Business Suite, NetCRM and NetSuite, improving application services for small and mid-size businesses to run their front and back-office operations. Additionally, usability and workflow enhancements provide users with improved ease of use. more »

Factiva And divine Announce Replacement Product
Factiva and divine announced that Factiva is offering a replacement product to customers of divine's Special Collection service to meet their ongoing business information needs. divine is discontinuing the Special Collection digital content subscription service, and Factiva has agreed to provide qualified customers access to a special version of Factiva at no additional charge. more »

ServiceWare Publishes White Paper
ServiceWare has published a white paper on the financial benefits of implementing a knowledge management solution in the enterprise. "The Insider's Guide to Knowledge Management ROI" shows how ongoing measurement of call center metrics will prove that a properly executed KM initiative will pay for itself, and provide revenue enhancement opportunity to the enterprise. more »

PeopleSoft Wins Award
CMP Media's Intelligent Enterprise magazine selected PeopleSoft as one of the 12 most influential IT solution providers in the development of emerging "intelligent" enterprises. PeopleSoft was selected for its ability to deliver solutions that bring higher value to customer relationships, enable greater visibility into enterprise business performance and set the stage for affordable intelligent computing. more »

Witness Systems Reports Revenue
Witness Systems announced quarterly and annual financial results for the period ended December 31, 2002. Revenue for the year grew eight percent to $67.7 million, compared to $62.5 million for the fiscal year 2001. Revenue for the fourth quarter was $17.4 million, representing a 16 percent increase from the prior quarter and consistent with the fourth quarter of 2001. more »

McKesson Receives SCP Certification
McKesson announced that its Charlotte Product Group Support Organization has achieved certification for the second year under the Support Center Practices (SCP) Certification program. McKesson achieved certification after an audit of their Charlotte, NC support center. SCP Certification quantifies the effectiveness of customer support based upon a set of performance standards. more »

• Mercury Interactive With SAP
  
• KANA With Customer Wins