Good News, Bad News

Europe leads in CRM solutions. Sort of.

Amsterdam, The Netherlands  April 10, 2001  In a new report, IT market analysis and positioning services firm Aberdeen Group announced that Europe has a 12-month head start integrating mobile technologies into customer relationship management (CRM) applications. However, the report also states that North America is 18 months ahead of Europe in the overall adoption of CRM solutions. 

"Many European CRM suppliers have already integrated support for WAP (Wireless Application Protocol) into their products. Some suppliers offer architectures designed specifically around mobile devices," said report co-author Ute Appenzeller. "European technology suppliers should seize this competitive advantage."

The report, Customer Relationship Management: Europe 2001, examines key trends and technologies impacting CRM in Europe, including Internet-based customer service, multi-channel CRM, and mobile technologies such as m-Commerce and WAP-based applications. The report also provides an overview of CRM market segments and technologies, and profiles 39 CRM technology suppliers in Europe that are headquartered both in Europe and in North America. 

"Integrating wireless sales, marketing, and support applications into contact centers is critical for organizations to optimize the customer experience and leverage all customer touch-points," said report co-author Sandra Rathod. "The onus is on European customer contact centers to support communications via any medium the customer chooses, including telephone, e-mail, and Web-based transactions," she said. Rathod focuses on single- and multi-channel customer service and support. She is currently conducting European market research initiatives on the use of application service providers (ASPs), mobile CRM applications and devices, as well as communications network providers entering the CRM space. 

Customer Relationship Management: Europe 2001 profiles Access Commerce; Amyyon; Applix, Inc.; Axios Systems, Ltd.; Clarify; Chordiant Software, Inc.; Data Distilleries B.V.; E.piphany; Epicor Software Corporation; eWare Ltd.; FINEOS Corporation; FrontRange Solutions; Infinium Software, Inc.; IntentiaAB; Invensys CRM (formerly a division of Baan Company); Kabel Team4 GmbH; Kana Communications, Inc.; Million Handshakes BV; Netonomy SARL/Inc.; Onyx Software Inc.; Oracle Corporation; ORBIS AG; PeopleSoft, Inc.; Remedy; Pivotal Corporation; Point Information Systems; royalblue technologies; SAP AG; Selligent SA; Siebel Systems, Inc.; SLP InfoWare; Software Innovations ASA; SuperOffice ASA; TactonSystems AB; Team Brendel; TPS Labs GmbH; Trilogy Software, Inc.; Uniquare; Software AG.

For more information about Customer Relationship Management: Europe 2001, visit or call 1-617-723-7890.


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