A new report suggests that 74 percent of businesses will spend more money on customer relationship management (CRM) infrastructure in 2001 than they did in 2000, with a majority committing to increasing their spending by as much as 25 percent to 50 percent.

The report, written by Jupiter Media Metrix, reveals that businesses are making these investments, despite the current economic downturn, because the number of individuals seeking online customer service will jump from 33 million in 2001 to 67 million in 2005.

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