Over the next decade, companies will spend the majority of their information technology resources on applications that support core business functions. But those applications aren’t limited just to back-end systems, Jackie Fenn, a Gartner vice president, told attendees during a session Oct. 9 at Gartner Symposium/ITxpo 2001in Orlando. Instead, companies will be allocating more money for wireless and mobile software that supports customer relationship management.

By 2005, Fenn says more than 70 percent of customer service interaction for information and remote transactions will be automated. By packaging Web-based business processes as software components, the Internet and wireless technology will drive electronic commerce and CRM.

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