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9 Mar 2001, USA

Dear Dr. Ecommerce:

Who are the top 3 CRM application providers in the US market? I am sure Dell could be one. Also, what e-business strategies are they using?

Thank you in advance.

Chitra

Dear Chitra:

I put your question to marketing ace Ryan Minor, president of the Oncydium Corporation, who replies:

"I believe the top CRM (customer relationship management) software providers, at least in the US, are Siebel, PeopleSoft (with its purchase of Vantive), and Clarify, with Siebel having the overwhelming lead in the category. SAP and Oracle also have CRM packages, but are more on the ERP (enterprise resource planning) side. Dell, which Chitra mentions, is a hardware manufacturer; the top three computer systems makers worldwide are IBM, Compaq, and Dell"

The latest strategy of the CRM companies, according to the Economist magazine is to analyse customer behaviour in advance so that when a customer contacts a company, the company can quickly make an offer which the customer is likely to accept.

A couple of good CRM resources on the web include www.crm-forum.com and www.crmguru.com.

Good luck,

Dr. Ecommerce