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  • AOL's taking wrong direction on IM

    AOL's do-nothing plan will its wildly popular instant messaging service is sure to backfire. AOL must be a forward-looking leader or it will open the door to the competition.

    News items | September 12, 2002 12:57pm PDT

  • Finger-pointing and the CRM blues

    The customer relationship software industry is taking some deserved lumps, but don't forget to weigh the indifference of senior management if you want to explain failed companywide implementations.

    News items | April 26, 2002 11:30am PDT

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