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