Required Reading
		Pharmaceuticals: Streamlining a Data Overdose    Ask Boris Meyerson, senior director of information at Bradley Pharmaceuticals Inc., about CRM, and you'll get an earful. He'll tell you about the Electronic Records and Signatures Act, the Prescription Drug Marketing Act and some of the other federal regulations and industry best practices with which his company must comply. But like every other business, the Malvern, Pa.-based provider of prescription dermatology products must also make a profit. Meyerson says his firm selected software from StayinFront Inc. that's tailored to the pharmaceutical industry, because in addition to the complexity of regulations, "in the pharma industry, we have three layers of customers," which necessitates a special style of CRM. (ComputerWorld) more >>
Archive of past Required Reading articles

Study From Silverpop
Even Fortune 1000 Marketers still lack understanding of CAN-SPAM, according to a new study from Silverpop. In Silverpop's most recent study of email best practices, only fifty-seven percent of the Fortune 1000 marketers studied claimed to have comprehensive internal regulations in place to address the requirements of CAN-SPAM. In response to these findings, Silverpop is introducing SafeSender, its newest suite of compliance features designed to ensure that every email sent is 100 percent CAN-SPAM compliant. SafeSender works beyond the marketing department so that interpersonal emails from call centers, sales, support and all other departments are compliant.

Integriti Systems Replaces Siebel with Salesforce.com
Salesforce.com announced that Integriti Systems has replaced Siebel CRM OnDemand with Salesforce.com. Integriti Systems switched to Salesforce.com in June 2004 after finding that customization capabilities and key functionality, ranging from basic lead merge capabilities to advanced forecasting, were insufficient in the Siebel offering. With Salesforce.com, Integriti Systems has been able to streamline lead flow from its partners, a key lead source, and gain a new level of insight into its business.

Shield Healthcare Uses Integrated System from Onyx
Onyx Software and Interactive Intelligence announced that Shield Healthcare is using Onyx Enterprise CRM and Interactive Intelligence's Customer Interaction Center (CIC) as part of its new contact center initiative. Using the integrated system, Shield can identify and monitor service levels to ensure that the right supplies get to the right people at the right time. The system is part of Shield's efforts to meet regulatory compliance standards and adapt to the frequent changes in processing requirements.

SupportSoft Reports Results
SupportSoft reported financial results for its third quarter ended September 30, 2004. Revenue for the third quarter 2004 was $12.2 million, a 10% decrease from $13.5 million for the same period last year and a 28% decrease from $16.9 million for the previous quarter. On a GAAP basis, net loss for the quarter was $332,000 or $0.01 loss per diluted share, including a $1.6 million non-recurring charge related to the acquisition of substantially all of the assets of Core Networks Incorporated.   (about SupportSoft)