Salesforce.com Launches Office Edition
Salesforce.com has announced salesforce.com Office Edition. Using XML Web services and adding a salesforce.com menu to Microsoft Office Word, Microsoft Office Excel and Microsoft Office Outlook, the salesforce.com Office Edition provides automated delivery of customer and sales information directly into Microsoft Office applications, allowing users to create documents and reports with real-time data.

Witness Builds e-Learning Momentum
Witness announced that the company's strategy to provide a dynamic learning environment is driving increased momentum in the contact center e-learning marketplace. Over the past few months, companies such as Accor Reservation Services, Canon Australia, Knology, PPL Electric Utilities, Rogers Communications, Southern California Edison, United Stationers Supply Company and Washington Gas Light Company have invested in e-learning applications from Witness Systems.   (about Witness)

			Required Reading
		The Goldilocks Syndrome    Anyone who has gone through one CRM rollout knows what a complicated undertaking it can be. But imagine a company implementing CRM a second time, or even a third. In fact, organizations completing three rollouts are so common that we call the experience the Goldilocks Syndrome, taking our cue from the children's story, Goldilocks and the Three Bears: The first time the system was too big, the second time too small, and finally the third time is just right. more >>
Archive of past Required Reading articles

Raytheon Company Selects ServiceWare
Raytheon has chosen ServiceWare to provide knowledge-powered support to its Intelligence and Information Systems help desk. Raytheon selected ServiceWare Enterprise to enhance the efficiencies of its help desk and reduce costs by capturing, retaining and sharing knowledge within the organization. Raytheon also will provide its employees with Web-based self-help through ServiceWare Self Service.   (about ServiceWare)

VimpelCom Migrates onto Amdocs
VimpelCom has successfully completed a migration program of more than 2.5 million customers onto the Amdocs billing and customer care platform. With this migration, VimpelCom is leveraging the Amdocs platform to provide centralized, convergent voice and data support for more than 10 million prepaid and postpaid customers across 52 regions of VimpelCom's nationwide operations.   (about Amdocs)

Help Desk Institute Updates Courseware
HDI announced it has updated the courseware for its support center training and certification programs. The course modules to prepare for HDI Certification at three levels: Customer Support Specialist (HDI CSS), Help Desk Analyst (HDI HDA), and Help Desk Manager (HDI HDM) have been refreshed, with more than one-third new content, to reflect changing support industry practices. HDI has also updated its eLearning offerings.   (about Help Desk Institute)

Courion Posts Growth in 2003
Courion confirmed its growth figures for 2003. Exceeding estimates, the company achieved 35 percent revenue growth and increased its number of new customers by 50 percent over 2002.   (about Courion)

M-Tech Appoints New VP
M-Tech announced the appointment of Ian Johnson as VP of Professional Services. Johnson will assume responsibility for all client professional services including; pre-sale testing and piloting and post-sale training, as well as deployment, customization, and rollout services. Prior to joining M-Tech Johnson was the Senior Change Management Consultant with Pretzel Logic Software in Cupertino CA.   (about M-Tech)