Press Release - Kana Communications

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J.Crew Selects Kana to Prepare for Holiday E-Commerce Explosion

Leading Retailer Joins over 40 Customers on the Kana Online Hosted Solution for Managing Online Customer Communications.

PALO ALTO, Calif.--Nov. 8, 1999-- Kana Communications, Inc. (Nasdaq:KANA - news; www.kana.com), a market leading provider of online customer communications solutions, today announced that J.Crew, one of the world's premier traditional retailers and e-commerce sites, has chosen the Kana platform to handle its online customer communications during this holiday season. J.Crew deployed Kana's hosted version, Kana Online, to prepare for the busiest e-commerce season in history.

J.Crew chose the Kana platform to ensure the highest quality online customer experience-- providing customers with the same personalized attention they experience when ordering from the catalog, or shopping in the storefront businesses. Using Kana Response, Kana's solution for online customer service, J.Crew can now easily manage high volumes of customer e-mail and Web-based communications, as well as proactive outbound e-mail customer service.

J.Crew has joined more than 40 customers already hosted on the Kana Online platform. Kana Online allows companies to deliver high quality customer service at every stage of a company's online customer communications development. All licensed Kana Response applications are available in the hosted environment, providing a comprehensive solution for companies that want to deploy the Kana solution quickly and see immediate productivity gains.

``We are pleased that such a respected and established retail company chose Kana,'' says Michael McCloskey, CEO of Kana Communications. ``By taking advantage of Kana Online's rapid deployment, J.Crew gets a head-start on the holiday season and will have a seamless transition when they take the Kana solution in-house to integrate it with the rest of their e-commerce infrastructure.''

``We chose Kana's hosting option to ensure we'd be live in time for the holiday season, and Kana's Professional Services team has been diligent in making sure we are ready,'' said David Towers, Director of Customer Relations for J.Crew. ``With all the speculation about the dramatic increase in this year's online holiday shopping numbers, we know Kana will be able to scale to our needs to handle the increased volume of online communications.'' Kana offers a comprehensive and integrated communications solution for the entire customer communication lifecycle. Kana's demonstrated reliability and scalability, the platform's modern web-based architecture, and its ease of integration with existing enterprise applications enable e-businesses to enhance customer loyalty, generate additional revenue opportunities and reduce the cost of online communications. The Kana 4 platform includes Kana Connect, an innovative permission-based electronic direct marketing solution, Kana Commerce, a powerful transaction-related communications solution, and Kana Response, a leading solution for online customer service.

About J.Crew
Headquartered in downtown Manhattan, J.Crew offers sixteen lines of classic American sportswear through retail stores, printed catalog and highly functional on-line catalog.

About Kana Communications, Inc.
Kana Communications, Inc. (NASDAQ:KANA - news) is a market leading provider of online customer communications solutions for electronic direct marketing, e-commerce and online customer service. Kana develops, markets and supports a comprehensive suite of e-business infrastructure solutions that allow companies to manage high volumes of inbound and outbound e-mail and Web-based communications, while facilitating the delivery of targeted and personalized information to each customer. The company has more than 200 customers, including ten of the top twenty most visited sites on the Internet. Kana is based in Palo Alto, California, with offices Worldwide. For more information about the company, please visit Kana's website at http://www.kana.com or call Jason Cigarran at (650) 325-9850 x517.

Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and/or product names are either trademarks or registered trademarks of their respective companies.

Editorial Contact:
Jason Cigarran
Kana Communication
650/325-9850
jcigarran@kana.com

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