Predictive customer relationship management (CRM) ­ the discipline of getting to know your customers by performing complex analysis on data about them ­ is rapidly changing the way companies make operational and strategic decisions about procurement, production, marketing and sales of products and services. Several factors are driving the development of predictive CRM technologies and applications:

Computing power ­ Application of Moore's Law in the new economy. In 1963, a typical CRM application processed data for 600 customers on a room-sized, multimillion- dollar computer with 0.2MB of RAM and processor speed of 0.5 MHz. Today, the bottlenecks are ideas, not computers.

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