CRM special report commentary and analysis - all in one place

Successful CRM has so many components, on technological, cultural, business process and several other levels. Here we pull together the analysis and opinion of top writers, so you can get the best overview of this once-again-fashionable area.

Analysis: CRM analytics - crunch those customers Data mining is a frequently used phrase. But, asks Anthony Plewes, does it really do justice to the business benefits analytics can lead to?

CRM returns: Calculate to accumulate? Return on investment - time to involve the CEO, argues Stewart Baines.

Analysis: Outsourcing CRM operations This isn't a matter of 'shipping jobs overseas'. It's far more controversial than that. Anthony Plewes reports.

Can Microsoft deliver on CRM? The software giant's entry into the mid-tier and small business CRM markets is one of the big stories of this year. Simon Marshall assesses its prospects and what users can expect.

Devil's Advocate: CRM - when the customer is always wrong? Surely CRM isn't plain sailing? Martin Brampton draws on personal experience to highlight a few common pitfalls.

Hosted CRM - alternative approach makes waves It isn't just IPO-ready Salesforce.com making waves as an ASP provider in this market. Anthony Plewes looks at why this model is taking off.

Best practice in CRM - take a stand and deliver As Stewart Baines explains, getting CRM projects right means thinking of a number of issues. Here he covers the major bases.

The Ovum View: CRM - I'll be back Ovum principal analyst David Bradshaw dispels some CRM myths - and outlines some practical steps you can take.

CRM - a silicon.com special report