Broadbase Software's E-Service Suite Named Product of the Year by Smart Business Magazine.

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--Feb. 5, 2001

Industry's Only Intelligent E-Service Suite Wins Coveted MVP Honor for

Best Customer Service Product Offering

Broadbase Software, Inc., (NASDAQ: BBSW), the leading provider of intelligent customer interaction software, today announced that its E-Service suite has won Smart Business' Most Valuable Product of the Year award for Best Customer Service, marking the company's third product of the year award in the past two months.

The Broadbase E-Service suite combines eCRM capabilities such as self-help, assisted service, e-mail management, analytics and live collaboration, using a single, intelligent knowledge platform. As the only truly integrated, multi-channel E-Service solution on the market today, the Broadbase E-Service suite enables businesses to provide highly effective, proactive and assisted customer service via the Internet. Leading companies, such as Eddie Bauer, Citizens Bank, National TechTeam and Verizon have selected the Broadbase E-Service suite as their end-to-end customer care solution, allowing customer questions to be answered accurately, consistently, quickly and professionally - resulting in overall customer satisfaction.

"The past year has been a tremendous success for Broadbase Software, putting the company in position for even greater achievements in the months ahead," said Massood Zarrabian, president of the E-Service division for Broadbase. "As we continue to revolutionize the way businesses work with customers, we look forward to further industry accolades down the road."

The MVP award winners were selected first and foremost for their business applications. Editors and expert lab technicians spent months conducing in-depth tests for usability, technology, innovation and value. The lab team evaluated usability in three crucial areas: productivity, user satisfaction, and how well help assisted users when called upon. The Smart Business MVP-List can be found in the January 2001 issue of Smart Business magazine and on the Internet at http://www.smartbusinessmag.com. Smart Business is a nationally distributed, award-winning Ziff-Davis business technology magazine.

According to the January 2001 issue of Smart Business, "Broadbase E-Service is a comprehensive suite that enables superior customer service through self service, help, chat and e-mail campaigns, and customers will appreciate its E-Service Portal that gives them access to their information at a glance."

The Smart Business award comes on the heels of two other recent Broadbase E-Service awards. Both Communications Solutions magazine and Customer Inter@ction Solutions magazine named Broadbase E-Service product of the year in their January issues.

About Broadbase

Broadbase Software is the leading provider of customer-focused analytic, marketing automation and e-service software applications that analyze customer data from multiple touch points, and use that information to execute marketing campaigns, improve online merchandizing and content, increase site stickiness and personalize all customer interactions. Broadbase applications are designed for rapid time to value and have been implemented in as few as fifteen days. Broadbase has provided critical e-commerce infrastructure to more than 500 customers, including ADP, BEA Systems, Cisco Systems, Compaq Computers Ltd., Credit Suisse, Eddie Bauer, EDS, Fidelity Investments, Hewlett Packard, Kodak, Palm Computing, Polycom, United Airlines and Verizon. Headquartered in Menlo Park, CA, Broadbase has a rapidly growing global presence with locations throughout North America, Europe and Asia.

"Safe Harbor" Statement Under the Private Securities Litigation Reform Act of 1995:

Information in this release that involves Broadbase's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934, which involve risk and uncertainties. All forward-looking statements included in this release are based upon information available to Broadbase as of the date of this release, and Broadbase assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from Broadbase's current expectations. Factors which could cause or contribute to such differences include, but are not limited to, lack of market acceptance of the combined company's products or services; inability to integrate existing products and services within budget and on schedule, and develop new integrated products and services on a timely basis; inability by Broadbase or Servicesoft to successfully cross-sell their products and services to each other's customers; introduction of new products or services by competitors; and inability to attract and retain qualified employees. These and other factors and risks associated with Broadbase's business are discussed in Broadbase's recent filings with the Securities and Exchange Commission ("SEC"), including its quarterly report on Form 10-Q filed on November 13, 2000.

Broadbase is a trademark of Broadbase Software, Inc. All other product and company names may be trademarks of their respective companies.