Introduces New Features for Global Customer Relationship Management

Leading Online Application also Enhances Customer Support Management Offering

SAN FRANCISCO, CA — September 26, 2001 —, the market leader in online customer relationship management (CRM), today announced an upgraded version of its Web-based CRM application, adding significant functionality to the marketing automation, sales force automation and customer service and support components. Using new features such as multi-currency support, global organizations can quickly implement and manage a unified CRM solution across international operations without the risk and cost associated with traditional client-server software. The upgrade is available immediately to all customers. upgrades its application every three months, allowing customers to take full advantage of development efforts immediately, without the expense and time commitment of traditional enterprise software upgrades. Upgrades occur automatically, and do not affect the subscription-based pricing structures.

"Global CRM implementation is a notoriously long, difficult and expensive process," said Denis Pombriant, research director at Aberdeen Group. " presents an attractive alternative for organizations that want to deploy an inexpensive CRM solution across global operations quickly. In these economic times, a product like that is both cost effective and actually helps generate revenue must be taken seriously."

"We are committed to meeting the needs of our growing customer base of over 3000 organizations, many with global operations," said John Dillon. "By upgrading our product frequently, we are extremely responsive to our customers' demand for features that will support their growing success in global markets."

The latest version of features:

Enhanced Customization: A more customizable interface provides greater control over the display of field and page layouts. customers can now hide unused fields, control field order, and take advantage of new field types such as phone number, email, Web site, and text areas.

Multi-Currency Support: Organizations can now generate sales forecasts and reports in multiple currencies. For example, each international division of an organization can track and forecast opportunities in local currencies, while providing company-wide reporting and forecasting in a single, common currency.

Customer Service and Support Component Enhancement: Streamlined customer support case management, including escalation rules based on business hours and improved solution search of the knowledgebase, has been added. Customer self-service capabilities are also available on a beta basis to allow an organization's customers to go online to search its solution knowledgebase for answers to their inquiries or track the status of their cases.

About is the world’s largest provider of customer relationship management (CRM) software. For more information about (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase applications should make their purchase decisions based upon features that are currently available. has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit, or call 1800 667 638 (Australia) or 0800 450 064 (New Zealand).