Abstract
This IDC study provides market sizing for the customer service
applications software market in 2008, revenue shares, the future market
outlook, and guidance to CRM software vendors.
"Customer service automation will
play an important role in the down economy. The lower-cost
outreach and ability to maintain customer contact are two key
reasons that organizations should focus on refining and investing in
their customer service strategy." — Mary Wardley, program vice president,
CRM Applications Research
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