Dear Associate Member,

Welcome to the weekly "CRM News Digest" newsletter.

In this newsletter, you'll find the top news headlines that were published
on CRM Today last week.

1. Research Reports

Suppliers Face Encroachments from ERP Vendors

Call Centres Crucifying Company Reputation

40 Percent of Online Shoppers Found Customer Service Greatly Improved in 2003

Data Mining Gains Ground in Key Sectors

ERP Brands Have Weak Customer Affiliation, Says the Yankee Group

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KANA Announces First Release of .NET Enabled KANA iCARE Suite Certified for Windows Server 2003

SAP Provides New Solutions for Small and Midsize Businesses

Astea Asia Pacific and Cincom Australia Deliver End-to-End Field Service Management Solution

Witness Systems Builds e-Learning Momentum

GoldMine 6.5 Enhanced to Better Fit Business Needs

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Oracle(r) Acquires SiteWorks Solutions

Vignette to Acquire TOWER Technology Pty Ltd

AMR Research Partners with National Retail Federation

Siebel Systems, Inc. to Acquire Ineto Services, Inc.

Nokia Signs IT Helpdesk and Desktop Support Deal With IBM

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Apex Strategies Chooses Salesforce.com Winter '04 Over Siebel

University of Houston Students Find Answers from RightNow

Verizon Wireless Leverages edocs for Customer Self-Service Site

Alitalia Chooses MicroStrategy for Enterprise-Wide Customer Analysis & Reporting

Birch Telecom Standardizes 400 Users On Salesnet

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Expertcity's GoToMyPC Remote Access and GoToAssist Support Solutions Earn Top Awards for Excellence in 2003

SAS Awarded 2003 “Product Of The Year” By TMC’s Customer Inter@Ction Solutions® Magazine

Hundreds Of Customers Across The Globe Choose Sun Microsystems In Last 90 Days

Atmyside Helps Organisations Achieve ROI Within a Year and Improve Customer Service

HP Records More Than $2.5 Billion in Linux-based Revenue in 2003

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Rockwell FirstPoint Contact Adds New Staff to Achieve Strategic Business Goals

Avaya Appoints Debbie Bruce as New Finance Director for UK & Ireland

M-Tech Appoints Ian Johnson as VP of Professional Services

Edify Names Alex Choy Vice President of Engineering

Epsilon Appoints Janice Rudenauer to Senior Vice President, CRM Strategy & Planning

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