If a customer with $US2 million in assets calls a bank to ask about a home equity loan, the bank wants to steer him to its very best mortgage broker. But if a customer has only $100 in his account and has just declared bankruptcy, the bank will let him talk to a low-paid temp. That's the idea behind customer relationship management (CRM), a market estimated by analysts to grow to $US2 billion this year and to nearly $US3.5 billion by 2001.
Stories by Robert Scheier
Microsoft, already under fire from competitors and the US government for bundling its Web browser into Windows, will eventually build some database functions into its operating system, CEO and Chairman Bill Gates said this week [subbed]. "Over time, there will be a superstore for data in the operating system" Gates told attendees during a Q&A session with analysts at GartnerGroup's Symposium/ITxpo '98.