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[2010-03-22] Pegasystems Acquires Chordiant To Unify Customer Treatment And Marketers
Business process technology vendor Pegasystems announced on Monday that it was purchasing Chordiant, which offers a central decision engine for customer interactions. Although the news is interesting in its own right, it also triggered a twinge of personal regret because I've been meaning to write about Chordiant for nearly a year. At that time, they had just added some slick simulation capabilities that estimated outcomes if a different set of rules had been applied to historical interactions.

[2010-03-08] Tips For Building A Successful CRM Project
Here are several excerpts from a post by Richard Boardman, CRM Project Plans - Where Does It All Go Wrong?: