Wins Aberdeen Group's "What Works" Award for Second Consecutive Year

Aberdeen Report Awards One of Its Top Ten Significant CRM Implementations of 2001 To and Textron Fastening Systems

SAN FRANCISCO, CA — March 6, 2002 —, the market leader in online customer relationship management (CRM), today announced that the Aberdeen Group, a leading marketing analysis and positioning services firm, awarded's implementation at Textron Fastening Systems as one of its Top Ten CRM Implementations of 2001. This is the second consecutive year that has been named in the report.

" has continued to outperform our expectations with its easy-to-use and cost-effective CRM solution, showing that it can deliver rapid, real-world benefit for large enterprises," said Denis Pombriant, the report's primary author and CRM research director at Aberdeen Group. "The innovative online solution provides buyers with an important alternative to the significant risks, such as high costs and long implementation cycles, of conventional CRM software, as Textron Fastening Systems can attest."

This year, Aberdeen picked out its Top Ten CRM Implementations based on customer-centric considerations such as on-time implementation and tangible return-on-investment. The analyst group eschewed conventional vendor-oriented metrics such as size, market share or SIC code of the customer. A full case study on and Textron Fastening Systems is included in Aberdeen's new research report, "What Works: Ten Significant CRM Implementations of 2001".

" is seeing significant traction for its online CRM solutions in large enterprises who want immediate functionality at a fraction of the cost of conventional CRM solutions," said Marc Benioff, chairman and CEO of "We are very honored that Aberdeen selected Textron Fastening Systems as an example of CRM success, and are extremely proud to deliver comparable results to our other 3,800-plus customers."

In its case study, Aberdeen highlights Textron Fastening System's rapid implementation of Compared to conventional client-server software implementations that were forecast to be implemented within 5 - 18 months, TFS has implemented the system and trained 100 people within a little more than a month of initiating a pilot project. Currently over 200 users are up and running on, and taking full advantage of the timeliness and improved communication enabled by the online CRM solution. Aberdeen also points out that using not only eliminated a long implementation, but also obviated a large capital investment. Aberdeen estimates that Textron Fastening System spends $90,000 each year on, as opposed to making a $300,000 to $3 million investment in conventional CRM systems and shouldering the burden of ongoing maintenance and upgrade costs.

"We had two critical criteria for selecting a CRM product. It had to be easy to use, and quick to implement. met both these goals," explains Denis Hanna, director of new business development at Textron Fastening Systems. "With, we finally have a tool that makes our sales force more productive. At the same time, our management team gets immediate access to key business metrics. It's an unbeatable combination."

As the first complete CRM solution to be offered online, helps companies such as Textron Fastening Systems enhance long-term customer relationships without incurring the failure rates and massive implementation and maintenance costs associated with conventional enterprise client/server applications.'s 3800-plus customers, including Adobe Systems (NASDAQ:ADBE), Autodesk (NASDAQ:ADSK) Fujitsu (OTC: FJTSY), Siemens PT&D (NYSE:SI), USA Today (NYSE: GCI) and Wachovia (NYSE: WB), have realized impressive benefit from their CRM implementations. World-leading tool steel manufacturer Bohler-Uddeholm, which passed over SAP and other traditional CRM vendors in choosing, has seen a 250% return on investment (ROI) in

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