A nice pointer from Anne Stanton to A CRM blog:

"The problem is the following: As the breadth of customer-related activity – and software sales – grows, it’s becoming harder and harder to use the over-arching term CRM to compare one vendor’s offering to another. What SAP, Oracle, Salesforce.com and Microsoft, not to mention Onyx, Rightnow and others, call CRM is rapidly becoming more different than anyone wants admit. So different that we’re not just trying to compare apples to oranges – it’s looking more like apples to walnuts, or oranges to orangutans." - Joshua Greenbaum

And then there is this interesting approach to providing compelling content to the Web, also from Anne:

Universal Tax Systems, Inc., commonly known as TaxWise, has quietly built and deployed a remarkable information and education delivery system. TaxWise broadcasts (actually "webcasts" is the more appropriate term as it is delivered -- streamed -- in Windows Media format over the Internet) "Good Morning TaxWise" every weekday morning at 8:30am EST. The program, hosted by UTS spokesman Ben Cleary, runs 5 to 10 minutes and features up-to-the-minute information about the company's tax compliance. e-filing, and related bank products. Customer Service Manager Stephanie Bradford says that customers are flocking to the briefings and that it has had a "profound, positive effect on support calls".  TaxWise TV also airs weekly specials (Thursdays at 2:00pm) of 30 to 60 minutes during which Cleary interviews tax specialists, IRS staff, harware consultants, and professional thought-leaders. The shows feature live call-ins from viewers. All shows are archieved and available on-demand on the TaxWise website. This Editor was interviewed on Thursday, February 24, 2005. Click here to watch the interview.