-- IN THIS ISSUE --

THE QUEST FOR CUSTOMER DIALOGUE

DATA STORAGE STARTUPS: VCS' FAVORITES

BEYOND PERSONALIZATION 101

CRM ANALYTICS:
REACHING THE HEART OF THE CRM PROCESS

In part 3 of a 4 part series, DSstar will address the issues surrounding CRM analytics, it's role in the CRM process and how it optimizes business.

BEYOND PERSONALIZATION 101
by Karen Howard, E.piphany
Personalization is nothing new to the retail industry. Sales associates have long been encouraged to use a small notebook to keep track of their personal client lists -- detailing a customer's personal information, buying habits, preferences and the like.

CLICK WITH YOUR CUSTOMERS
There was a time when a handshake worked miracles. Then came the Net. The personal touch -- remembering a customer's name, tossing in the occasional freebie, following up with a friendly phone call -- went the way of doctors' house calls.

ACHIEVING INTELLIGENT INTERACTIONS WITH ANALYTICAL CRM
Increasingly competitive business and consumer marketplaces make it imperative for companies not only to attract customers, but also to retain them - especially that small percentage of highly profitable customers. Retention strategies for valued customers generally focus on financial and/or service-level incentives to promote loyalty.

THE QUEST FOR CUSTOMER DIALOGUE
What will the market for e-CRM applications look like by 2002? According to Robert Mirani, director of CRM strategies at the Yankee Group, customers can expect to see an increased focus on customer analytics and interactive types of communication aimed at cementing the loyalty of existing customers.

Features

Leading Edge R&D

GRID COMPUTING GETS PUSH FROM SUN, IBM AND COMPAQ
The grid computing playing field, which already has caught the attention of IBM and Sun Microsystems Inc, now has another player: Compaq Computer Corp.

CARNEGIE MELLON LAUNCHES SYSTEM RATING IT OUTSOURCING
In response to the growing need for standards to evaluate companies providing information technology (IT) outsourcing services, researchers in Carnegie Mellon University's School of Computer Science (SCS) have developed a system to rate outsourcing firms and have established a center to certify their capabilities.

DATA STORAGE STARTUPS: VCS' FAVORITES
Data, in recent times, is being created at phenomenal rates. And, all that data must be stored, managed, and protected. Consequently, venture capitalists (VCs), have begun showing much enthusiasm for bigger and better data storage systems. Recently, VCs opened their wallets to a big number of data-storage startups that are hoping to cash in on the storage explosion.
Business & Money Trail

Rev Interactive/CRA LAUNCH CRISIS MANAGEMENT SOFTWARE
Rev Interactive, the technology division of Charles Ryan Associates (CRA), announced the official offering of Global AlertLink -- an Internet-based information management software package that is specifically tailored for issues and crisis management.

SPRINT PCS/BLUE MARTINI OFFER ENHANCED WEB COMMERCE
With Blue Martini applications -- including Blue Martini Marketing, Commerce, Channels and Services -- Sprint PCS is enhancing its online commerce, customized business-to-business sites, technical support and data mining efforts.

Top Of The News

Applications
BiRite Selects TiberNet IQ Analytical Suite
COSCO Container Lines Selects Sybase
Blue Martini Announces Next Generation Integrated Analytics
SAS Speeds Delivery of Business Intelligence
Torrent Orchestrate to Integrate with Hyperion Essbase

Short Takes

On The Market
BMC Introduces Oracle Database Storage and Recovery Software
Cronacle Offers SAP Users Smooth Path to Improved Efficiency
Financial Watch
Anexinet Expands BI Offerings with MicroStrategy Alliance
Microsoft DWA Names MIS AG to Certified Partner Program
People & Positions
SANgate CEO Resigns Over EMC Suit

Quote Of The Week

"A lot of marketing automation has really been driven off a batch view of the world -- in other words, doing analysis on the back end, pulling the lists and then sending out the direct mail. There's been talk about personalization, but the implementations out there have indeed been limited." -- Robert Mirani, director of CRM strategies at the Yankee Group

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