[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [K] [L] [M] [N] [O] [P] [R] [S] [T] [U] [V] [W] Campaign management  2nd  3rd  Case     Aging      Attribute      Creation      Definition  Case-based reasoning  2nd  CBR  Change management  2nd  3rd  Chat  2nd  3rd  4th  Checklist     Creating an ROI analysis      Integrator reference check      Integrator requirements      Integrator Ts and Cs      Metrics      Tool reference check      Tool requirements      Tool RFP      Tool Ts and Cs  Client/server  Collaboration  2nd  3rd  4th  5th  Complexity     And cost      And integrator requirements  2nd  3rd      And kickoff workshop      And time requirements      And vendor meetings      Factors      High      Low      Medium      Minimizing      Project management  Computer-telephony integration  Configuration  Configurator  2nd  Contact management  Cost     Adjusting with usage      And project complexity      As a decision factor      Discounts      Fixed price      For ROI      Integrator      License      Maintenance      Support and maintenance      Training      Travel  CRM     Definition  2nd      Failures      Process  CRM resources     Books      Conferences      Magazines      Market analysts      Web sites  CRM suite  2nd  3rd  CRM tool     And project failures      ASP      Categories      CRM suite  2nd  3rd      Discounts      Evaluating      Evaluation copy      High-end      Homegrown      Mid-range  2nd      Names      New wave  2nd      Point solution  2nd      Traditional  2nd      Vertical  2nd  CTI  2nd  3rd  Customer     Benefits      Loyalty      Promoting the tool  Customer database  2nd  3rd  4th  5th  Customer portal  2nd  3rd  4th  5th  Customer satisfaction     As a benefit of CRM      Metrics      Surveys  2nd  3rd  4th  Customization      And ASPs      And new-wave tools      And traditional tools      And upgrades      And vertical tools      Cost      Definition  2nd      Minimizing  2nd      Vendor guidelines

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