IN THIS ISSUE

CUSTOMER RELATIONSHIP MANAGEMENT

Overview
In the battle for profits, businesses have flocked to CRM vendors. But CRM is no panacea

Outsourcing issues
Potential CRM customers are wary about handing data over to third parties

Wireless CRM
Companies need to review the traditional approach, incorporating a mobile view of the customer. With viewpoint article on why the benefits could be enormous

The single customer view
Achieving a unified view of the customer, however he or she makes contact, is easier said than done

CRM for SMEs
As prospects among big companies diminish, CRM vendors are turning to the middle market

Airline industry
In tough times following the terrorist attacks in the US, airlines which invested early in CRM may find the going easier

US and Europe compared
Europe has a way to go to catch up with the US in terms of implementing CRM

Building a CRM strategy
Company culture may often be a barrier to effective CRM implementation

Web mining
Every detail of the way customers use a website is recordable

Data warehousing
A data warehouse is essential for effective customer relationship management. Despite this, some more resemble landfill sites than warehouses

Retailing applications
CRM theory is often very different from the reality

Data protection
Recent legal moves clearly define what companies can, and cannot, do with customer information. Conforming may prove a daunting task

Financial services
Despite heavy spending, most systems are falling short when it comes to understanding the customer as an individual

View from the Top
Oracle has arrived late at the CRM party, but is determined to make its mark, says senior executive Sergio Giacoletto

OPERATING SYSTEMS

Overview
A lot is riding on Microsoft's Windows XP operating system, to be launched officially next week. But can it fulfil expectations, especially for the PC industry?

XP testdrive
An FTIT writer puts the new operating system through its paces and says there is a great deal to like about it

XP for the home
This is the biggest upgrade for home PC users since Windows 95

XP for corporations
At present, corporate survival is a higher priority than software enhancements

Impact on PC sales
Despite the benefits of XP, it is unlikely to boost PC sales in the short term

Activation debate
A requirement to "activate" the home upgrade version of XP has raised hackles among users

Profile - Apple
The next-generation OS X will have a big impact for Apple users

Linux
The open source operating system has arrived in the enterprise. Plus a separate online article on IBM's Linux strategy

Mobile operating systems
Struggle for leadership in a volatile marketplace

LOOKING AHEAD

Our regular section giving brief details of forthcoming themes
in FT-IT and FT Telecoms