'What Works' CRM Implementation Awards Announced; Aberdeen Report Examines Top Ten CRM Implementations of 2000.

Business/Technology Editors

BOSTON--(BUSINESS WIRE)--April 11, 2001

In a report released today, Aberdeen Group, a leading IT market analysis and positioning services firm, publishes its list of the top ten customer relationship management (CRM) implementations of 2000. Each award is accompanied by a case study on the CRM supplier, the customer, and the implementation strategy.

"We looked for real business problems, their solutions, and concrete return on investment," says report editor and Aberdeen research director Denis Pombriant. "We asked, `What works in the real world?' because we wanted to report on more than just vendor market share."

The case studies are based on in-depth research of CRM suppliers, customers, and implementation strategies. Along with CRM market information, the report illustrates the global acceptance of CRM, vertical market orientation, and penetration of ASP-based solutions. "We found interesting stories in most vertical markets, not just the conventional rapid adaptor markets," Pombriant says.

Table 1: Profiled Vendors and End Users
Vendor              End User
Allegis             Viewsonic
Annuncio            Dell Computer
Applix              Comshare
Azerity             Quicklogic
eAssist             British Telecom
FirePond            Empire Blue Cross Blue Shield
Nortel/Clarify      Guaranty Bank
Pivotal             Intrawest
Siebel              Honeywell Aerospace
Trilogy             Gulf States Toyota

Aberdeen's report, "What Works: Ten Significant CRM Implementations of 2000" takes a case study approach to providing that information. The report provides examples of excellence in CRM implementations. It contains a mosaic of industries, companies, vendors, business problems, and solution approaches and disregards conventional vendor-oriented yardsticks such as size, market share, and end-user SIC code. Honorable mentions include Salesforce.com with Siemens PT&D; Telution with Netifice; and UpShot with Jamcracker.

For more information about "What Works: Ten Significant CRM Implementations of 2000" visit www.aberdeen.com/top10crm or call [phone].

About Aberdeen Group

Aberdeen Group is a leading market analysis and positioning services firm that helps Information Technology vendors establish leadership in emerging markets. Steeped in technology and armed with end-user field research, Aberdeen answers clients' critical business and technology questions in the context of the Internet economy and across the product life cycle. Founded in 1988, Aberdeen is headquartered in Boston, Massachusetts, and has research divisions in Palo Alto, California; Fort Collins, Colorado; and Amsterdam, the Netherlands. Aberdeen is accessible via the Web at www.aberdeen.com.