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Customer Relationship Management
Software Report, 1997–2002
Customer Relationship Management Software Report, 1997–2002
1998 AMR Research, Inc.
CONTENTS
EXECUTIVE SUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
THE 1997 CUSTOMER RELATIONSHIP MANAGEMENT MARKET . .5
The 1997 Customer Relationship Management Market Leaders . . . . . . . .9
CRM Revenue Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
CRM TECHNOLOGY ENVIRONMENT . . . . . . . . . . . . . . . . . . . . .17
CRM CUSTOMERS AND MARKET CHANNELS . . . . . . . . . . . . . .19
CRM MARKET FORECAST, 1997–2002 . . . . . . . . . . . . . . . . . . .27
APPENDICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Appendix A: Related Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Appendix B: Research Methodology . . . . . . . . . . . . . . .
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