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			RealMarket Live! - Webcasts ON DEMAND
		"1to1 Innovators - The Best of the Best"    Each year, the 1to1 Innovator Award program seeks to find the best CRM implementations as judged by a blue-ribbon panel of judges. This year, award winners demonstrated that CRM is an essential part of growing a company with ROI that produces competitive advantage as well as financial windfalls. This webcast will explore how Kodak was able to create and deliver their "New Digital Camera Owner" program and how the program has dramatically increased customer satisfaction, follow-on sales and referrals. (Listen Now)   Must-Hear for:    CRM professionals in marketing and customer service What you will learn:    How best-in-class CRM implementations are making a big impact on the bottom line. Featured Expert(s):    Rosemarie Cook-Manley, CRM Manager, Eastman Kodak
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KANA Survey Indicates Desire for Web-based Support
KANA announced findings from its annual consumer holiday survey, revealing the need for retailers to migrate customer interactions to the Web. As the amount of holiday shopping conducted online continues to rise, consumers are demanding improved customer service from retailers beyond the traditional phone-based method of interaction. Nearly half of the respondents to the survey say that they turn to the phone first to resolve customer service issues. However, almost half of these same individuals found the phone to be an unsatisfactory form of communication.

Self-Checkout Hits Japan
NCR announced that a MaxValu supermarket in Kashiwa, near Tokyo, has become the first store in Japan to install NCR FastLane self-checkout. Four NCR FastLane units and an attendant station were installed in November. AEON is expected to make a rollout decision following a six-month trial.

Meredith Chooses MicroStrategy
Meredith Corporation has selected the MicroStrategy Business Intelligence Platform for enterprise-wide enhanced customer analysis. The MicroStrategy platform will enable Meredith Corporation to perform query and reporting applications through a Web interface against a Teradata data warehouse. Meredith will be able to conduct a range of Web-enabled reports and investigative data patterns and a full scope of query and statistical analyses.

			Required Reading
		Business Performance Management: What is Working and What is Not?    A customer intelligence infrastructure supplies the technical architecture, business capabilities and organizational structure enabling companies to become fact-based decision- making organizations. The by-product of this environment is typically information overload. more >>
Archive of past Required Reading articles

• Concerto Increases Productivity at RAC - Concerto announced that RAC has reported a 46% increase in agent productivity and 100% increase in its sales and renewal rate after deployin . . . more >>
• Oracle and PEOPLink Partner - Oracle announced its partnership with PEOPLink to power the newest release of PEOPLink's CatGen (Catalog Generator) e-commerce platform for . . . more >>
• Insurer Expands Use of Siebel Healthcare - Siebel announced that the Centers for Medicare & Medicaid Services (CMS), the largest healthcare insurer in the United States, is expanding . . . more >>
• DCI Announces CRM Conference in Chicago - DCI announced that its Customer Relationship Management Conference & Exposition will be held at Navy Pier in Chicago, March 2nd - 4th. This . . . more >>
• ASC Launches Call Recording Solution - ASC announced the launch of MARATHON EVOlite, ASC's new plug-and-play communications recording solution for Small to Medium Enterprises. MAR . . . more >>
• Amdocs ClarifyCRM Benchmark - Amdocs announced that Amdocs ClarifyCRM 12 demonstrated CRM application performance, scalability, and high availability in a recent benchmar . . . more >>
• Apropos Interaction Quality Manager Available - Apropos Interaction Quality Manager (IQM), a new call logging and quality monitoring application is an integrated component of the Apropos I . . . more >>
• DCR and Portage Partner in SMB Market - Portage, creator of AgentTime Scheduler workforce management software, and Data Collection Resources (DCR), developer of Customer Experience . . . more >>
• Courion Posts Growth in 2003 - Courion closed the year realizing 30 percent growth over the previous year. Courion gained repeat business from the majority of its customer . . . more >>
• Best Software Reports Record Revenue - Best Software announced that its UK-based parent company, the Sage Group plc, reported revenues of $899.7 million for the year ended Septemb . . . more >>

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Dow Jones	9,923.42	-0.42%
Nasdaq	1,908.32	-2.12%
S&P 500	1,060.18	-0.86%
Amdocs	24.93	-0.52
APAC	2.75	0.09
Applix	2.96	-0.04
Apropos	3.51	-0.04
Ask Jeeves	17.2	-0.55
Aspect	13.26	-0.2
Astea	2.5	0.1
ATG	1.45	-0.13
AVAYA	10.63	-1.41
Blue Martini	4.39	-0.01
Broadvision	4.48	-0.11
Chordiant	4.16	-0.14
ClickSoftware	3.98	-0.32
Convergys	14.61	-0.34
Concerto	12	0
E.piphany	7.05	-0.17
eGain	2.399	-0.002
eLoyalty	3.6	-0.11
Epicor	10.95	-0.51
eOn	3.589	-0.131
Firepond	3.15	0.02
FirstWave	4.49	-0.26
Group 1	17.26	-0.18
HP	21.94	-0.54
ICT Group	13.73	0.05
Interact Intell	5.59	0.19
Interv Brite	9.69	-0.22
KANA	3	-0.1
LivePerson	5.13	-0.71
NCR	35.5	-0.02
NICE	22.97	0.31
Onyx Software	3.41	-0.44
Oracle	12.61	-0.2
Pegasystems	7.88	-0.04
PeopleSoft	20.9	-0.51
Pivotal	2.08	0
Primus	4.81	-0.26
Rainmaker	1.17	-0.05
SAP	39.91	-0.19
Selectica	4.3	-0.05
Sento	3.9	0.23
ServiceWare	0.58	0
Siebel	12.75	-0.26
Sitel	2.83	0.1
SPSS	17.3	-0.55
SupportSoft	13.02	-0.23
Sykes	8.701	0.061
Tekelec	15.14	-0.5
Teletech	10.29	-0.7
Verint	22.01	0.3
Vignette	2.13	-0.18
ViryaNet	5.54	0.03
West Tel	24.14	0
Witness	9.19	-0.09
As of close 12/09/03