If the forecasts hold true despite a slowdown in technology spending, the global customer relationship management (CRM) services market is experiencing solid growth. According to IDC, revenue from this industry will increase at a compound annual growth rate of 25 percent, from $61 billion in 2001 to $148 billion in 2005.

"CRM's solid performance despite a weakening economy can be attributed to the business benefits and cost savings it generates for customers," says Jocelyn Young, manager of IDC's CRM Services research program. "As companies need to justify their e-business investment, they will look to CRM solutions as a key means to increase a return on investment."

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