Customer Relationship Management: Now A Distinct Practice in Information Technology Professional Services

Business Wire, August 25, 1999

BOSTON--(BUSINESS WIRE)--Aug. 25, 1999--

In a new report released today, Aberdeen Group reveals that the Customer Relationship Management (CRM) has become one of the fastest growing practices for IT professional services firms.

The report, entitled A Guide to Customer Relationship Management Professional Services: 1999 Edition, states that CRM is second only to e-commerce as the fastest growing practice area in the industry. This trend reflects the tremendous importance that enterprises across all industry segments are placing on customer segmentation and retention and associated business benefits.

"Responding to the emergence of CRM as a strategic business imperative, professional services suppliers have been changing service strategies and delivery models to encompass a wide range of CRM business and technology services," comments Senior Analyst Stephen Lane, author of the report. "The convergence of CRM and e-commerce is reflected by the entry of Internet integrators and Web solutions services suppliers into a field already crowded with management consultants, systems integrators, and CRM vendor services organizations."

The breadth of CRM services available today reflects several important changes in how leading enterprises are using technologies to identify, sell to, serve, and retain valuable customers. These changes, characterized by the integration of customer interaction processes and channels, is behind the growing importance and increasing complexity of enterprise CRM initiatives -- factors that have, in turn, created a tremendous demand for multi-disciplinary business and technology expertise. At the same time, different vertical industry segments -- including both traditional and emerging "dot com" enterprises -- are seeking specialized knowledge and skills to assist in the planning and deployment of end-to-end CRM solutions. The result is a growing, multi-billion dollar CRM professional services market defined by diverse offerings, delivery models, and practitioners.

The report describes trends in the CRM Professional Services industry, and provides concise descriptions of CRM service offerings and suppliers. The report also includes full-length profiles of 14 independent service providers: Andersen Consulting; AnswerThink Consulting Group, Inc; Breakaway Solutions, Inc.; Cambridge Technology Partners; Cap Gemini Group; Deloitte Consulting; EDS Centrobe; eLoyalty; Ernst & Young, LLP; Keane, Inc.; KPMG Consulting; Logica plc; Mastech; and PricewaterhouseCoopers.

For more information about A Guide to Customer Relationship Management Professional Services: 1999 Edition, call 800 577 7891 or visit http://www.aberdeen.com/ab_company/hottopics/pscrm99/pscrm99.htm

About Aberdeen Group

Founded in 1988, Aberdeen is a leading information technology (IT) consulting and market strategy firm that closely monitors user needs, technological innovation, and market developments. It focuses its research efforts on the business impact of technology changes. Aberdeen Group has offices in Boston, MA, and Palo Alto, CA. For more information about Aberdeen Group, please visit www.aberdeen.com.