With continued importance being placed on customer care, the buzz around CRM is continuing to grow. CRM companies are changing hands at a rapid pace: Clarify was recently acquired by Nortel; Vantive was acquired by PeopleSoft; Siebel still remains independent but is getting close with Lucent; and Oracle, SAP, and Baan have plans to convert their back-office suites into fully functional front- and back-office systems. To see how all the moving and shaking affects Clarify and the rest of the CRM industry, Computer Economics decided to get into the trenches and talk with one of the key players in CRM–John Ragsdale, a group manager at Clarify.
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