Catching up with customers: latest customer management solutions revitalize battered market sector.(Customer management)

MSI, July, 2004 by Ruderman, Gary

Gartner and AMR Research--two leading analyst groups covering business applications in manufacturing and supply chain--both predict growth in the customer relationship management (CRM) applications space in coming years. AMR says CRM will grow even faster than both ERP and supply chain management (SCM).

Customer management is, however; to date, a significantly smaller market than that for ERP or SCM, and during the general market decline of the last several years, it fell further than those two categories. According to Gartner, CRM suffered a 30-percent decline in license growth in the first half of 2003 over the first half of 2002. ERP grew 2 percent in the same period, while supply chain apps shrank only 5 percent. Nevertheless, in the latest...

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