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php), adds value to the site for visitors who need specific, applicable information from industry professionals. Says Jim Berkowitz, president and CEO of CRM Mastery, Inc., "Neocase is a true innovator in the customer service industry." CRMToday.com recognizes the needs of business professionals and provides news and articles geared towards maximizing CRM implementation.

While many organizations intend to improve customer service through their customer relationship management (CRM) system, Gaillard says that, "all too often for many companies, CRM is predominately focused on Customer Acquisition Management." Established 15 years ago, Neocase is widely recognized as a leader in customer relationship management and this year was selected as a finalist for the 2007 SIIA CODiE Awards, which celebrates outstanding achievement in software, digital information and education technology.

Customerservice plays an increasingly important role today, and many organizations have no other way to effectively differentiate themselves other than through their customer relationships. Employing CRM strategy becomes key, and Scott Nelson, VP of Gartner Inc. predicts in his "Ten Secrets of Successful CRM Practitioners" that "through 2008, enterprises that deploy CRM strategies will return at least 25 percent better financial metrics than those that don't." However, a CRM application is no silver bullet for any organization. Gaillard reports that "the key to successful customer service…is to adopt a holistic approach that unifies all the different points of customer interaction" (http://www.crm2day.com/highlights/50385.php).