BW0037  NOV 17,2000       4:59 PACIFIC      07:59 EASTERN


( BW)(CA-FROST) Discover How Frost & Sullivan, Palm, Cisco, Microsoft & Dow Corning Expand Their Products & Services by Including a Complete Customer Relationship Management Strategy Into Their Business Strategy


    Business Editors and High-Tech Writers

    NEW YORK--(BUSINESS WIRE)--Nov. 17, 2000--In the future of business, customer service will no longer be seen as a chore for companies.
    Today's service platforms are quickly becoming the competitive advantage that separates you from your competitors. Executives are discovering that superior customer relationships increase business. As more and more companies find new ways to keep prices and costs down, a customer-centric strategy will become the differential advantage that makes you stand out among the rest. No longer a simple software application, today's Customer Relationship Management (CRM) strategies are a business model unto themselves, providing companies with the tools they need to grow sales.
    Frost & Sullivan Inc. has seen that building customer relationships has brought about innovation both internally within the organization and externally to the customers. To examine the power of Customer Relationship Management, on January 21st - 25th, 2001, the industry's top practitioners and strategists will gather at The Hilton Scottsdale Resort & Villa in Scottsdale, Ariz., for Frost & Sullivan's Second Annual Customer Relationship Management Conference & Exhibition: http://www.frost.com/conferences/CRM.
    Explaining how CRM has increased their business, companies such as Microsoft, Cisco, Dow Corning and Palm among others will showcase how an intensive CRM strategy can revolutionize your sales and marketing functions. Using real-world case studies, panel discussions and in-depth analysis, attendees will learn how CRM can benefit their organization and drive sales.
    The focus of this year's event is to promote the CRM revolution. A comprehensive CRM initiative stretches across the entire organization, from product development and research to sales and business development. It requires a drive for reinvention, streamlining your organization's premier qualities and strengthening your weaknesses. Karthik Krishnamurthy, Manager of Customer Care and E-Commerce for Cisco Systems will explain how implementing customer-centric business strategies has allowed his organization to acquire majority stakes in market share in nearly every sector they enter. In his Keynote Presentation: "Building A Customer Centric Organization," Mr. Krishnamurthy will showcase how to distribute accountability, recognize the need for industry recognition and empower points of contact for successful CRM practices.
    CRM strategies require complete audits of current organizational practices. Jerry Moe, Global CRM Manager for Dow Corning, will expose how companies must re-evaluate their customers, their needs and how their organizations currently handle their business relationships.
    Complete access to customer information is a vital part of a complete CRM adoption. Julie Pederson, Strategic Marketing Programs Manager for Palm, explains how an evolved sales force automation platform allows your sales team unparalleled customer information and support capabilities. Attendees will discover that the future of CRM will allow your organization to always be able to know your customers' habits, needs and wants at all times.
    As the global markets become more and more complex, the same rules still apply...give your customers what they want and they will come. At Frost & Sullivan's Second Annual Customer Relationship Management Conference & Exhibition, attendees will learn that CRM opens new doors to remain competitive.

    Who Should Attend:

-- CEOs, Presidents, & Directors
-- Business Development Professionals
-- Strategic Planning Professionals
-- Global Sales Management
-- Marketing Management
-- Product Management
-- Information Management Professionals
-- CRM practitioners
-- Market Research Management
-- Industry Consultants

    For a full conference brochure please visit http://www.frost.com/conferences/CRM


    Registration:  
    Bruce Hirsch, 212/652-2749, cfsales@frost.com

    Online Registration:  
    http://www.frost.com/conferences/CRM

    Sponsorship/Exhibition: 
    Gary Robbins, 212/652-2749, grobbins@frost.com

    Press Passes, Media Inquiries: 
    Erika Brown, 212/652-2705, ebrown@frost.com


Frost & Sullivan
90 West Street
Suite 1301
New York, NY 10006
(T) 212/964-7000
(F) 212/619-0831
(E) cfsales@frost.com
(Web) http://www.frost.com/conferences
    --30--sw/sa*

    CONTACT: Frost & Sullivan
             Erika Brown, 212/652-2705 
             ebrown@frost.com

    KEYWORD: NEW YORK ARIZONA
    INDUSTRY KEYWORD: RETAIL INTERNET ADVERTISING/MARKETING
CONSUMER/HOUSEHOLD COMPUTERS/ELECTRONICS MARKETING AGREEMENTS



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