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  • Web analytics tools for all, says Google

    Google Analytics, a hosted Web analytics service formerly known as Urchin, is now available for free. Analysts say this move may inspire other innovation in the market.  Article | 16 Nov 2005

  • Extreme makeover: Data warehouse project edition

    When it comes to building a data warehouse, there's no need to reinvent the wheel, says guest columnist Rick Sherman.  Column | 15 Nov 2005

  • Oracle vs. SAP: The Siebel factor

    The sudden uptick in big deals reported by Siebel made Oracle look good, but it's unlikely a Siebel acquisition will alter the competition between SAP and Oracle.  Column | 03 Nov 2005

  • The decision maker's guide to contact center quality management, part 2

    Contact center industry expert Donna Fluss of DMG Consulting reviews 11 vendors in this exclusive report exploring the quality management and liability recording market.  Article | 12 Oct 2005

  • Gates and Ballmer pitch midmarket CIOs

    As Microsoft rolled out the red carpet in Redmond, IT executives voiced concerns that this first product roadmap for midsized businesses makes them wait until 2008 for some product deliveries.  Article | 08 Sep 2005

  • VoIP right for single-site call centers

    While most of the benefits of VoIP seem to center around multiple-site call centers and remote agents, there are advantages for smaller shops, too.  Article | 10 Aug 2005

  • CRM any way you want it

    Buy, rent, rent-to-own -- the options for CRM software pricing continue to expand. Still, buyers should keep their eye on the total cost of ownership.  Article | 16 Jun 2005

  • SAP nails Home Depot deal

    At a time when SAP and Oracle are fighting each other for retail customers, SAP announces a humdinger of a deal with Home Depot.  Article | 18 May 2005

  • Salesforce makes customization an option

    Multiforce is the newest Salesforce product to target businesses who want to customize hosted software for their unique, vertical needs.  Article | 10 Mar 2005

  • Security, privacy keys to CRM

    High profile breaches of customer data at Bank of America and ChoicePoint should have firms thinking about how privacy affects the customer experience.  News | 03 Mar 2005

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