Customer relationship management is a strategic business and process issue, not a technology solution.
Mass production manufacturing techniques gave rise to mass marketing techniques, with organisations communicating with millions of customers via a single message.Now the arrival of the Internet has transformed the way organisations must deal with customers by giving them the ability to instantaneously interact with millions of customers on an individual basis.Customer relationship management emerged before the Internet, arising from the consolidation of existing ``front office`` applications for sales force automation, call centre, field service, and help desk and marketing automation.International Data Corporation, the independent analysts, estimates that the global CRM market will grow from $4bn in 2000 to $11bn in 2003.
This report also profiles the leading vendors in CRM market providing information about their market share, revenues etc..