Articles By Douglas McWhirter
Knowledge Impact's CEO wants to teach you a thing or two about CRM.
Kana's CEO takes on the CRM big boys.
A close look at middleware -- what it is, how you get it, and most importantly, why today's companies need it.
Posted 06 Nov 2001
The CEO of White Pajama champions hosted CRM.
For the CEO of Acxiom, the business software industry is just another race to be won.
You arrive for five days of skiing in the Canadian Rockies, at a lodge managed by Intrawest Corp., one of the largest vacation resort operators in North America. It's peak season, and with the slopes as busy as anthills, you anticipate long lines for ski rentals, lift tickets and other resort services, but hey, the snow is deep and the sky is blue. Waiting in line is the price you pay this time of year.
Posted 17 Oct 2001
In the increasingly busy intersection where business data collides, middleware is the traffic cop that will direct your enterprise data to ROI Avenue.
Just two years ago PeopleSoft was dismissed as "struggling" or "lost." But it has charged back with PeopleSoft 8 CRM, a Web-architected enterprise solution featuring a new CRM component. And the competition is getting more than a little nervous. How nervous? Let's just say that the war rooms across Silicon Valley are open 24/7.
Posted 31 Aug 2001
The CEO of Applix strikes gold with CRM analytics.
The latest phrase to dance on industry lips is Demand Chain Management, a term which is, depending on your needs, either the next round of meaningless marketing jargon or a futuristic, well-thought-out approach to business.
Posted 14 Aug 2001
E-merchants hoping to use CRM technologies to improve that vitally important customer touch point, the contact center, beware: In their current state, many contact center functions may serve only to drive online customers away. And who among us cannot sympathize with these disgruntled customers.
Posted 14 Aug 2001
CRM stands poised to take B2B e-marketplace transactions to new levels of collaboration and efficiency. But will marketplaces embrace a new way of doing business?
With its release of PeopleSoft 8 CRM, the Lazarus of Silicon Valley reenters the major leagues.
Kurt Eichenwald's new book looks at what happened when a high-profile company declared war on its own customers
Posted 06 Jul 2001
The Internet-related death of a home delivery institution sends Hollywood alcoholics into spasms of grief.
What happens when one of America's largest, richest corporations declares war on its own customers? Read on...
The president of Nortel eBusiness Solutions gets the job done right.
From unicycles to the Internet, the head of Cisco's Customer Contact Business Unit pushes the entrepreneurial envelope.
What, if anything, can make George W. Bush seem like something other than an election-stealin' doofus? The answer: CRM, of course.
ASP United Messaging finds help through another ASP, Done.com, to implement a collaborative workflow solution with strong accountability.
Posted 02 Jan 2001
Are you comfortable turning over your customer information to strangers?
During the year 2000, profits and potential soar as the CRM industry races to define itself and its future.
A look at how B2B farming-oriented Web sites are trying to change the way the very traditional agricultural industry does business.
Posted 26 Oct 2000
Can lawsuits by victims of botched software implementations hold vendors and consultants to a higher standard?
Vertical industries ignore traditional rivalries and rush to establish online markets.
A former dot commie reflects on the hard lessons of the Internet gold rush.
A look at how the automobile industry has embraced the Internet--and radically changed the way it does business.
Posted 01 Sep 2000
Will the latest crop of B2B farming-oriented Web sites change the way the agricultural industry does business, or will these initiatives die on the vine?
Looking back over the past year of alliances, record-breaking revenues and continuing red ink, there is little doubt that significant changes are still in store for the CRM marketplace.
Posted 20 Jun 2000
The ability to provide millions of small businesses with sales and marketing automation solutions via the Web at rock-bottom prices has sparked new interest in the low end of the CRM market. Several companies are now aggressively staking out this market with Web-hosted, basic function offerings designed specifically for the needs of small companies with small budgets.
Posted 17 Apr 2000
Will your CRM vendor be around in five years?
Ask those who invest in CRM companies for a living: venture capitalists.
Give your sales reps the CRM tools they really need.
The language of technology isn't exactly poetry. In fact, it isn't even English.
SalesAutopsy.com wants salespeople to feel better. It also wants their money.
Which SFA technology is right for your company? Try asking the people who will use it.
In 1999, the CRM industry continued its long march toward consolidation.
Is marketing automation a legitimate industry or an Internet-based free-for-all or both?
When your CRM vendor goes public, will the brains behind the company cash out and leave customers high and dry?
Is the Bendata/GoldMine merger a match made in heaven, or a marriage of convenience?
During the past year, CRM software maker Vantive Corp. suffered bruising managerial upheaval, lackluster earnings and plummeting stock values. In the wake of such tumult, industry observers think Thomas L. Thomas, the man Vantive's beleaguered board recently hired to resuscitate the company, has his work cut out for him.
Diebold and Naviant turn ATMs into sellers.
Siebel Systems CEO Tom Siebel sizes up the market, his new management team and the competition (or lack thereof).
SalesLogix and IBM join forces in the emerging ASP market. That's a smart move...isn't it?
Despite their interest, companies keep CRM at arm's length.
Is the overlooked low-end market viable?
More and more CRM vendors seem to think it is.
Vantive's new CEO Tom Thomas talks about the past, the present and the future of the company he calls "the most undervalued game in town."
With their acquisitions of Clarify and Vantive, Nortel and PeopleSoft dive into uncharted waters.
SAP sues Siebel over alleged "poaching." Then there's that chocolate thing, too...
Attune imposes order on marketing campaign chaos.
To compete against Bank of America, Bayshore National Bank trains its employees to sell-and gives them the CRM tools they need to close the deal.
Looking for a summer escape...or competitive advantage? Our panel of CRM experts reviews the latest and greatest business technology books.