Why did Michael Fields, CEO of Kana Software, decide to bring technology development back in-house, instead of continuing the outsourcing arrangements established before he joined the company? Fields, who is the former president of Oracle USA, says he is a believer in the globalization of commerce, but "I felt for a company of our size not to own the intellectual knowledge of our product within the company was a mistake." Listen to this podcast of my conversation with Fields to hear more about "backsourcing," customer service apps (you'll love his Singapore Airlines experience), and why he believes Oracle's acquisition of Siebel was one of the most important days in Kana's history.

Background music "Nice Nylon," courtesy Digital Riffs Music under Creative Commons License.