META Group, Inc. announced the availability of its newest METAspectrum evaluation for the CRM services market. This market comprises both commercial businesses and non-profit organizations seeking to improve client or constituent relations (loyalty/retention) and/or gain new clients or constituents. CRM services usually include strategy formulation, software selection, software implementation, business process improvement, team/ end-user training and deployment.
"We expect more success in CRM projects through 2004 and a parallel maturation of clients' understanding of CRM. Clients that deferred CRM evolution in the last couple of years will be more inclined to move ahead, resulting in CRM services growth of 10-12 percent in 2003 and 20 percent in 2004," says Michael Doane, vice president with META Group's Professional Services Strategies advisory service. "In the near term, it is up to CRM consulting firms to capture and demonstrate business value through CRM."
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