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Study reveals VoIP’s failings as a CRM tool Voice Over Internet Protocol (VoIP), widely touted a year ago as the next great leap forward in customer relationship

TD Waterhouse moves toward more customized customer service SINCE LAUNCHING its Web site in 1997, TD Waterhouse’s online community has grown to the point

DMers find that both e-mail and paper mail play a role in the media mixSTILL WAITING for e-mail to replace paper mail? Don’t hold your breath.Some DMers

With Jonathan Bulkeley An Internet “veteran” discusses the role of content in the new mediaGiven a choice, most magazine editors would spend their whole

HookMedia Inc., Boston, appointed Barry Lowenthal managing principal of its New York office. He launched the digital media management and data analysis

Kind Words for Kris I thought Kris Oser’s article “Strong Medicine” (DIRECT, January) was outstanding. It was obvious she’d done a lot of research. Jay

1to1 charts the growth of old school call centers into high-tech customer interaction centersWith the wide acceptance of Ask Jeeves and scores of other

OF ALL THE RASCALS who operated in U.S. business during the 19th century, none had greater impact than Jay Cooke. His banking company, Jay Cooke & Co.,

Habla Personalization? Si’! Yupi.com uses customized Web pages to get users involved in its Spanish-language siteWHEN YOU GET RIGHT down to it, Yupi Internet

IN THE FACE OF ALL the recent dot-com failures and shakiness in online marketing, one small New England company is taking everything in stride.”I won’t