January 3, 2003 — (WEB HOST INDUSTRY REVIEW) — According to Meta Group (metagroup.com) research, enterprises that have deferred evolving their customer relations management packages in 2001 and 2002 will be more inclined to move ahead, resulting in CRM services growth of five to six per cent in 2003 and eight to 10 per cent in 2004-2005.
In recent research, the group evaluated vendors whose services include third-party strategy formulation, software selection, software implementation, business process improvement, team and end-user training, and deployment.
The report found that a major market shift occurred from mid-2001 to late 2002, in which fewer clients invested in CRM endeavors for an entire enterprise. Instead, companies have proceeded with smaller, shorter, and more tactical projects, chaining projects together across time.
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