The Friendly Face of Business Software

Companies such as Salesforce.com are moving the sector toward easier-to-use on-demand and open-source programs

Last fall, AMR Research analyst Bruce Richardson was sitting on a couch in San Francisco's Moscone Center during one of Salesforce.com's many customer conferences thinking about the phenomenon the software company had become. As a scrappy upstart, it took the industry by storm, offering a cheaper and easier to install program to manage sales teams.

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