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Oracle: A Bumpy Beginning

There’s a lot to be said for Oracle as a customer relationship management vendor. Its core CRM suite is getting better, and the support the company provides is excellent (and

How Carreker Manages PeopleSoft

Carreker—a $110.3-million-a-year provider of software and consulting to banks—bought software around which it could organize itself. The company found that the best way to manage that choice was to change

A Cheat Sheet for CRM Success

“People are going into CRM and failing left and right,” says Mark Sklenar, VP and CIO at Underwriters Laboratories, the product safety and testing organization. “There’s a high degree of

How JetBlue Makes Microsoft Fly

Jeff Cohen dogs Microsoft. He calls, he visits, he lobbies his way into every early adopter program he can find that will help JetBlue Airways take advantage of the latest

Siebel: The Undisputed Leader

There are reasons Siebel is the leader in customer relationship management software. Its products are technically sound and its interface is top-notch. It’s setting the pace with CRM products tailored

Why Osram Stuck with SAP

INTERACTIVE TOOL Moving to an enterprise portal? Download labor estimates (Excel) and project tasks (MS Project). PDF download of both files  The Internet had arrived and Osram wanted to extend

SAP: Technical Virtuoso

SAP is a relentless $6.4 billion seller of complex software to large corporations. If customers find any fault with the company, it’s that SAP doesn’t always deliver the sort of

The Bottom Line Per … Don Sunderland

Don Sunderland arrived in 1999 as chief information officer of Edison Schools, a for-profit company that runs 136 public elementary and secondary schools from Chula Vista, Calif., to Baltimore. A

The Twin Challenges of Succeeding as CIO

Throughout my career, I’ve made it a point to understand every aspect of the business I’m in, and understand what the customer wants from my business. Growing up in a

When a Project’s ROI Can’t Be Pinpointed

We spend a lot of time at Baseline thinking about the business case—the often-sensible requirement that technology initiatives must be demonstrable winners, paying for themselves by returning more cash than

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