Abstract
This IDC study provides vendor revenue and market share positioning for the customer service
applications market for 2004. Historical 2002 and 2003 revenue is provided for context and
comparative purposes.
Readers of this study will learn the degree of market concentration and market trends and their
effects on the largest vendors. Suppliers with complementary products will be especially interested
in the impact that this market has on their own opportunities.
"The long-term success of a CRM implementation is based on a one-two punch; the data must be
judiciously distributed and the business processes must be rationally arbitrated." - Mary
Wardley, VP, CRM Applications | 
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