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HP, Boston Fire Dept. Deploy Mobile Computing Solution
Boston firefighters will now have access to critical, life-saving information at the scene of a fire when using a new mobile computing technology solution implemented by HP. Boston Fire Department officials and HP executives announced the Rapid Information and Early Warning System (RIEWS), which puts critical data about fire locations, building structures and hazardous materials in the hands of firefighters and on-scene commanders. Specifically, RIEWS will improve response time with more accurate incident and building location information and increase firefighter safety as personnel are better informed of the incident, building structures and any hazardous materials.

Witness Systems Announces Reseller Distribution Partnership with Corsidian
Witness Systems announced that it has entered into a reseller distribution agreement with Corsidian, a leading provider of customer contact solutions. Under the terms of the agreement, Corsidian joins Witness Systems' Global Alliance Program as a preferred level partner, reselling its eQuality software suite in both Mexico and the Caribbean.   (about Witness)

Avaya Completes Purchase of Spectel
Avaya announced it has completed the purchase of Spectel, a leader in audio and web conferencing solutions, for approximately $103 million in cash. As announced on August 3, 2004, Spectel's employee base of approximately 210 people located in Dublin, Ireland and Andover, Massachusetts join Avaya. The acquisition enables Avaya to continue to expand its capabilities in conferencing, which is a core business communications technology.

Primary Matters Releases New White Paper
Primary Matters announces the release of a new White Paper, "Managing the Productivity and Costs of the Employee Job Life Cycle". This White Paper discusses the Employee Job Life Cycle and its attributes, including the evolving quality, productivity, and job retention of typical employees throughout the process of hiring, employment and termination.   (about Primary Matters)

Graco Taps RightNow CRM 7.0
RightNow Technologies announced that Graco has selected RightNow CRM 7.0 as its platform for sales and customer service operations. By standardizing on RightNow, Graco is integrating and optimizing its customer-facing business processes -- thereby enhancing both customer satisfaction and operational efficiency.   (about RightNow)

			Required Reading
		Bridging the Data Divide    Introduced in 2003, Honda's so-ugly-it's-almost-cute Element was intended to attract young, hip consumers. In its first full year of production, the Element found more than 67,400 buyers, exceeding expectations. But alas, the SUV has gone over like a lead surfboard with the coveted Gen Y crowd; R.L. Polk & Co. shows that buyers are more likely to have attended Woodstock than the X Games. That Honda Motor Co. could whiff so badly in such an important market segment proves that automotive industry CRM has miles to go. One reason is that automakers don't own their most important customer-contact points -- new-car dealerships. Indeed, the relationship between automakers and dealerships is frequently adversarial. This unusual sales channel has strongly influenced the design of CRM software for the industry. (ComputerWorld) more >>
Archive of past Required Reading articles

CheerStix Scores Great Customer Service
CheerStix attributes its noisy success to GoldMine CRM from FrontRange Solutions. When CheerStix opened its U.S. distribution center in 2002, the company needed a powerful, yet easy way to manage contacts, and store and access important details about customers, such as colors, mascots, important upcoming games and even a team's biggest rival. FrontRange Solutions partner TeamAutomation helped CheerStix extend the functionality of GoldMine by integrating the software with a variety of other applications, most significantly tying it into the company's phone system.   (about FrontRange)

Onyx Optimizes CRM Offering For BlackBerry Wireless Platform
Onyx Software announced a new mobile CRM offering, the Onyx Employee Portal for BlackBerry, optimized for BlackBerry wireless platform from Research In Motion (RIM). The optimized Onyx offering is designed to increase the individual productivity of mobile professionals by providing personalized access to client data and high priority tasks maintained for them in the corporate Onyx CRM application.

Identity Management Provider M-Tech Experiences Record Growth in 2004
M-Tech Information Technology announced a record increase in the number of sales for its Identity Management solutions, during the first three quarters of 2004. M-Tech has added 70 organizations to its growing customer roster from industries such as retail, pharmaceuticals and government.   (about M-Tech)

ExactTarget Awards Organizations
ExactTarget awarded six organizations its first annual ExactExcellence Awards for outstanding achievements in email marketing utilizing the ExactTarget solution. The organizations, ranging from a world-renown horse racing venue to a pizza chain, received the awards at a dinner hosted at the Columbia Club in Indianapolis, October 5, as part of ExactTarget's first annual user group.   (about ExactTarget)

Primus Recognizes AT&T Wireless, Microsoft, and Orange for Enhancing the Customer Experience
Primus Knowledge Solutions announced the 2004 winners of the second annual "Primus Luminary Awards" including AT&T Wireless for Best Customer Service, Microsoft Corp. for Best Help Desk Service, and Orange for Best Electronic Communications Management Solution. Primus created the "Primus Luminary Awards" in 2003 in conjunction with the annual National Customer Service Week (Oct. 4-8) to recognize organizations that provide stellar customer service.   (about Primus)

SupportSoft With New Executive Appointments
SupportSoft announced the appointment of three new executives to its sales and global services organizations. The Company has tapped Steven Sovik as vice president enterprise software sales for North America, Frank Kovacs as vice president of software sales worldwide and Jeffrey Jarvis as vice president of global services.   (about SupportSoft)