Note

Summary of Reports

 Ascent Technology

 Astea International

 Convergent

 Cosmic Solutions

 Epicor

 J.D. Edwards

 Microsoft Business Solutions

 Noetica

 Onyx Software

 Oracle

 PeopleSoft

 Sage CRM

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version of the full report

Management Briefings

 Market Overview & Analysis | Part 2 | Part 3

 Expert Opinion: Rob Brickle of AnitePS Consulting

 View from the Top: Paul Songalla, Director, The Twin Group | Part 2

 Web Services: David Bridson brings some bad news | Part 2

 Implementation Issues: Touchstone’s Dinesh Thanigasalam | Part 2

 Integration: Kevin Lucas, a CRM and e-business consultant and industry analyst | Part 2

 Collaborative Commerce: Simon Fawson of Xansa | Part 2

 Change Management: Philip Everest of Mantix | Part 2

 Value Creation: Mick Snyder and Iain Davidson of Quortex | Part 2 | Part 3

Philip Everest says it’s vital to recognise the over-riding importance of customers in making major CRM change programmes work.

Hand that rocks the cradle - Part 2 | Part 1

Enterprises who ignore this risk losing their customers. Half the Fortune 500 companies of the 70s were not listed in the 80s and the proportion rises each decade with companies ravaged by competition and recession.

So, the 21st century enterprise needs to personify itself in the eyes of its customers. This means thinking marriage, or at least serial monogamy, with a corporate memory that gathers and analyses the partner’s expressed needs, wishes, preferences and permissions.

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Conspectus 2003

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