Colin Brash is a consultant in Ovum’s IT consulting group specializing in customer relationship management and front office software. He writes for the continuous service, Ovum Evaluates: CRM in the Front Office, and is co-author of the Ovum reports E-CRM: Personalization Technologies for the Web, CRM Strategies: Technology Choices for the Customer-Focused Business, and Electronic Bill Presentment and Payment: Creating Opportunity from Necessity. In addition to published research, he carries out consultancy projects for both IT vendors and user organizations.