Conclusion

1. William Safire, “Witnessing an Intrusion Explosion,” San Diego Union-Tribune, May 3, 2002, p. B10.

2. Jim Ericson, “The ‘Failure’ of CRM,” line56, E-Business Executive Daily, August 2, 2001, p. 3.

3. William J. McEwen, “Is CRM All Hype?” destinationcrm.com, May 2, 2002, pp. 2, 3.