The focus of customer relationship management (CRM) investments has typically been to collect data generated across channels (operational CRM). That will change in 2004. According to a recent report, upcoming CRM investments, so-called "analytical CRM" will help executives make sense of
Software still stinks. The Cutter Consortium, an Arlington, Mass.-based IT consulting and advisory service, recently surveyed more than 150 software development organizations across several industries and found that 38 percent of developers said their companies do not have an adequate software quality assurance program.
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