My group did our final presentation for the whitepaper last Friday, so I thought that I was done with Buy.com and online customer service. However, today in class Professor Kerns introduced project 3, and I found out that project 3 will continue the topic from project 2. The difference is that project 3 required more detailed research. Because of this, I spent a little time on www.forrester.com looking at some of their research. I found some more detailed models for e-business and got an idea of where our improvements would really help Buy.com in the forrester.com model. On Forrester, I also found a number of articles about Oracle's customer relationship management system. I feel like this might be a good application to recommend if we decide to go with an in-house solution on the recommendation report. Hopefully, I will be able to look at some other CRM solutions soon to get a good idea of what different vendors offer in the way of online customer service and customer relationship management.