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Site Building
 FOCUS ON:   CONSUMER INTELLIGENCE
October 26 03:15 PM PDT
Know Thy Customer
Big companies are spending big dollars to implement customer relationship management systems. Some of the early pioneers are already finding gold in that mountain of data. By Michelle V. Rafter

  CUSTOMER RELATIONSHIP

Face Off
By Jenny Oh
Siebel and Oracle gladiators David Schmaier and Mark Barranechea battle it out over product, strategy and which company will be left standing in the highly competitive arena of CRM.

Tracking the Elusive User
By Joe Ashbrook Nickell
You may know what your customers are up to on your site, but ad networks know what they're doing all over the Net.


  Discussion The Power of Information
  Discussion Word to the Wise
  Discussion Can You Relate?

  PERSONALIZATION

Getting to Know You
By Jenny Oh
Personalization software promises to create bonds with your customers - but sales and marketing have to catch up before customers feel the love.

Me & My Grocer
By Alexei Oreskovic
At Webvan, there's more to personalization than just making product recommendations.


  Discussion Flight of the Firefly
  Discussion As You Like it

  CUSTOMER SERVICE

Call Forward
By Aaron Pressman
Serving more than 24 million AOL subscribers, the mother of all customer-service operations is waiting to hear from you.


  Discussion Hold That Call
  Discussion Service Oriented

  THE FUTURE OF CUSTOMER INTELLIGENCE

Broad Brand
By Patricia B. Seybold
You've got the logo and the packaging - now how does your customer experience measure up?

Poll

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Opinion

How to Write for the Web
Much of the editorial content on the Net stinks, but it doesn't have to.

Gadget

Trackball Explorer
Trackball Microsoft introduces two new ways to point and click.

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