此下载文件来自于 企业管理资源网 www.m448 (大量管理资料下载) The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modestbut- measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry. Enterprise Suite CRM The Market Anew competitive landscape emerged among the largest deployments of CRM this past year.Changes in users’ buying patterns have the enterprise CRM vendors looking for new ways to maximize growth and profitability. One approach these vendors are increasingly using is to take aim at each other in an attempt to win over existing customers. The maturation of the enterprise CRM market, says Chris Selland, vice president of sell-side research at Aberdeen Group, means “these days, the only deals you win are the ones you take away from other guys.” Another paradigm shift over the past year is the growth of hosted ......