Software Development

Helping customers help themselves

Advances in knowledge engines are bringing self-service to CRM

Farming out CRM

Outsourced CRM is poised to take off as companies look to avoid the frustrations and failures of implementing CRM in-house

Eclipsing NetBeans?

Sun supporters may not like IBM's NetBeans-like endeavor, but competition breeds better products

The Web services horizon

The Web Services Toolkit from IBM alphaWorks shows off advances and innovations at a price anyone can afford

Pots, kettles, and black standards

Vendors create problems for IT organizations looking to move ahead on Web services

Autoresponsiveness

RightNow Web eService Center combines rich self-help features with agent-based escalation of critical issues

The next big thing

Before you leap at the opportunity to use Web services, use experience as a guide to possible pitfalls

Revamping recovery

Hewlett-Packard makes customers answer questions to prove they need a recovery CD before they can order one

Head in the clouds

Sun's failure to participate in the WS-I does little to instill confidence in Web services interoperability

Divided security focus