Europe has a 12-month lead over the United States when it comes to integrating mobile technologies into customer relationship management applications, reports Aberdeen Group Inc., a Boston-based IT market analysis firm. North America, however, is 18 months ahead of Europe in the overall adoption of CRM applications.

"Many European CRM suppliers have already integrated support for the Wireless Application Protocol into their products," says Ute Appenzeller, co- author of Aberdeen's "Customer Relationship Management: Europe 2001,"report. "Some suppliers offer architectures specifically around mobile devices. European technology suppliers should seize this competitive advantage."

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