CRM has lagged in the health insurance industry, but a major transformation is imminent. "There's been a reluctance to make comprehensive investments in technology compared with other sectors," said Gartner analyst Joanne Galimi. "Generally, the firms in the sector have

It's fitting that the last stop on my tour of travel-planning Web sites for the E-Commerce Times was American Airlines. The site illustrates all of the problems that spurred this special look at travel sites in the first place. Travel

Salesforce.com is marrying its cloud computing bona fides with its growing expertise in collaboration in Salesforce Chatter, a new application and development platform. The company introduced the product at its Dreamforce tradeshow and conference under way in San Francisco.

The health insurance industry, especially in the U.S., has a long way to go before it achieves a high level of performance in the use of customer relationship management tools. However, pressure is coming from market forces -- including new