A CRM application should deliver a 360-degree view of the relationship between a company and its customers. That requires that integrations exist between the CRM system and other internal systems that might store relevant information...

If Oracle and the others are going to embrace this model, they have to alienate all their business partners and build a whole new ecosystem.

In an apple to apples comparison, from the customers’ perspective, their total cost of ownership in an on-demand model is really 80 percent less than it would be had they done it on premise. And...

The on demand delivery model is more than capable of handling mission critical functions.

Microsoft is late to the CRM market with 3.0, and faces significant challenges with their antiquated hosting model, channel strategy for enterprise software, and selling to the business unit, not IT. While they may have...

The Oracles and SAPs of the world are truly dinosaurs. Their extinction is imminent.

If someone gets to the point where they need to send an e-mail to a customer service rep, the Web site has failed. We’ve realized that the 80-20 rule applies: Twenty percent of the information...

We know the path people take through the site. The good stuff goes to the top, and the rest falls off the bottom.

We’re probably one of their biggest customers.

[Open source] has a tremendous impact on the profitability of the business.

It’s a very difficult model to transition to, especially for a public company.