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In-depth findings will be made available, free of charge, to business

16 May 2001: Bracknell, Berkshire - Remedy® Corporation a leading
provider of Information Technology Service Management (ITSM) and
Customer Relationship Management (CRM) solutions, today announced the
launch of an innovative new research initiative in partnership with
Cambridge University and International Data Corporation (IDC), in a bid
to bring clarity to a "deeply confused" CRM marketplace.

The programme is a response to customer demand from managers and
directors who feel they lack the bandwidth to research every business
issue, and are looking for informed opinion to reduce risk. The papers
include case studies, empirical research, and new understanding of
customer needs and behaviour.

Cambridge University's research department sites the following as its
research aims for businesses; to Challenge conventional wisdom and
advance knowledge with innovative thinking; Identify ways to improve
business performance; and to Develop theory and methodology. The
researchers from IDC, Cambridge University and the Massachusetts
Institute of Technology (MIT), are looking closely at the rationale for,
and return on investment from CRM projects including customer service,
personalisation, using mobile technologies, email management and web
architectures, in Telcos, Finance, Government, Utilities and Commerce.

This research will address anticipating customer needs, beating customer
expectations, creating client loyalty and driving profitability.

"Our researchers are addressing increasing challenges of managing
customer relationships," said Chris Hill, Remedy's European Director of
Marketing." Such as; How do I protect my customer base from predatory
competition? And how do I gain share in a nervous market? This is a
holistic programme, looking at the relationship between sales, marketing
and service and the multiple 'touch points' so that businesses really
understand how to rise to the challenge of managing customer

"Our overall purpose is to bring businesses clarity by working with
Cambridge University and IDC to identify how organisations can meet
their customers' objectives in the service sector, and so implement the
solutions that will gain and retain their long-term loyalty."

The first IDC White Paper has now been published with further papers now
set to appear each month. Remedy is making the findings available, free
of charge, to subscribers. Moreover, apart from accessing the papers
themselves, they will also be able to see the 600-plus pages of research
background material by logging on to the Judge Institute website. To
subscribe, just go to or email

"Cambridge University also has a strong relationship with the
Massachusetts Institute of Technology (M.I.T.), which will enable Remedy
to roll out the research programme worldwide, with a combination of US
and European research available from April onwards," adds Hill. The
programme will feature subscriber forums hosted by Cambridge University
later in the year.

About Remedy Corporation

Remedy is a leading supplier of Information Technology Service
Management (ITSM) and Customer Relationship Management (CRM) solutions,
with customers using its products at more than 10,000 sites. Remedy's
fast deployment programmes and radical adaptability accelerate an
organisation's move to e-business as well as increasing the ability to
continually differentiate from competitors. By focusing on internal and
external service, Remedy's customers continually improve both their
customer interactions and their internal operations to raise
satisfaction and lower costs. More information on Remedy, its products
and its services is available on the company's Web site at

For more information on Cambridge University Research you can visit the
following website:

For further information contact:

Janine Lamont
Liberty Communications
Tel: +44 (0) 208 7448 2248

Caroline Barber
PR Manager EMEA
Remedy Corporation
Tel: + 44 (0) 1344 866 607

Michelle Crowe
Liberty Marketing Communications Ltd
5 & 6 Parkside
Ravenscourt Park, Chiswick
London, W6 OUU
Tel: +44 (0) 20 8748 2248
Fax: +44 (0) 20 8741 5216

This press release was distributed by ResponseSource Press Release Wire on behalf of Liberty Communications in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit