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CRM Suit Results In $460 Million Settlement By Doug Caverly In what might be considered a win for the CRM community, a legal settlement has established that CRM software is quite valuable. HP will most definitely regard this as a loss, though, since the settlement involves it paying British Sky Broadcasting a whopping £318 million (or about $460 million). This affair began a rather long time ago when BSkyB hired Electronic Data Systems in 2000. EDS's contract was worth £48 million, and it was supposed to create a CRM system for BSkyB's help centers. The problem was that BSkyB found EDS's work to be far from acceptable, and in fact indicated that the organization had lied about its ability to finish the system in a timely fashion. So BSkyB terminated the contract and fashioned the CRM system itself. Continue Reading

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