31.08.2005

CRM

AMR Research, 2004- , CRM, , , : 10%. ' , 㳿, , .

40- CRM-, AMR, ' 2003- 2004- . 50% ( Concerto, Digital River, salesforce.com, RightNow Technologies Unica). Microsoft, AMR, 볺 3,5 . , CRM — 32%.

(Rob Bois), AMR, , 2005- CRM " ", CRM .

" " , CRM- , -볺 . AMR, 2004- 105%. , , : , .

, CRM " " (, RightNow Technologies Salesforce.com, , , 97% 83%), , . , Salesforce.com 22- 12- CRM.

" CRM " ", , — . — , 볺 Salesforce , CRM " " CRM".

AMR, CRM " ", , , CRM-, . , CRM-, . , CRM " ", .

, AMR, SAP CRM-, — Siebel 2004- 30% ( ). , , SAP — , , CRM- ERP-. , 볺 SAP : , CRM-, .

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