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E-mail Automation Effectiveness: Justifying the Costs of Technology
Lackluster e-mail response times continue to plague the online customer service landscape. A broad failure of organizations to implement e-mail automation applications has decreased consumers' satisfaction with e-mail support. With dedicated resources and appropriate technology, companies can improve response effectiveness and efficiency and lower the cost per contact of e-mail.

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European Broadband Access Forecast, 2005 to 2010: Take Advantage of the New Mass-Market Broadband Audience
Broadband will continue to grow strongly for the next five years. By 2010, there will be few reasons for a consumer to remain on dial-up due to lower broadband prices and near-universal availability. However, broadband providers must adapt to a more competitive broadband market, and look beyond access to new revenue opportunities enabled by broadband.

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Music DRM: Unlocking New Revenue Streams
Yearly US sales of recorded music have shrunk over $2.5 billion from their peak in 1999. Digital rights management aims to counter this decline by defending against piracy and growing nascent music markets (i.e., downloads, subscription services, and ring tones).

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