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Phil Taylor of Applix identifies a new generation of analytical tools that can support customer service over the internet.
Case for analysis - Part 1 | Part 2
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Phil Taylor: solutions via the web |
Datamonitor research shows that the North American market for CRM tools exceeded $6 billion in 2000 and will more than double in value by 2004.
Recent IDC research estimates that by the year 2003 there will be about 500 million people online worldwide and the volume of e-commerce will be about 2,000 times greater than the 1998 figure. The estimated value of e-commerce will have risen by then to $1.3 trillion.
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Consultants' Advisory 2001
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