On March 28, 2000, Nortel Networks launched the Clarify eBusiness Applications Unit, an aggressive move designed to exert leadership in the fast-growing customer relationship management (CRM) market. The new unit is built around Nortel Networks’ recent acquisition of Clarify and includes Periphonics, another recent acquisition, and Nortel Networks’ own capabilities in contact centers. ITSMA spoke recently with Tony Zingale, president of the new unit, about the logic of the acquisition, the strengths of the new Clarify unit, and the challenges of leadership in the dynamic CRM market. Zingale was previously president and CEO of Clarify Inc., which Nortel Networks acquired for US$4 billion in March 2000. While at Clarify, Zingale led an executive team that turned the company into the CRM industry’s second largest global leader, with an annual growth rate of 80%. Prior to joining Clarify in March 1998, Zingale was senior vice president of worldwide marketing at Cadence Design Systems. Zingale began his career at Intel Corporation and currently serves on the board of directors for Delano Technologies and Interwoven.
Nortel Networks' Bid for CRM Leadership: An Interview with Tony Zingale, President, Clarify eBusiness Applications, Nortel Networks