Like other analyst firms, Datamonitor is forecasting significant growth for the global customer relationship management service automation software market – an increase from $2.32 billion in 2001 to $4.4 billion in 2006.

The New York City-based research company is also predicting that other vendors will make marketing inroads against industry leader Siebel. “CRM guerilla Siebel will lose some of its dominance as ERP vendors, relatively new to the space, such as SAP and JD Edwards, and older participants like PeopleSoft, increase their share of the service automation software market,” says David Spindel, an analyst with Datamonitor.

There will also be an increase in comprehensive e-service suite solutions, as end-users demand greater depth and functionality to their CRM technology needs, Spindel says.

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