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Head Games

Businesses are deploying analytical software to get a better fix on customer behavior.

The CRM Market
2004 revenue share by application type (projected)

Customer service
21%
Call-center infrastructure
19
Sales-force automation
16
Marketing automation and analytics
12
Order management
9
Web self-service
7
Field service
6
Online sales/
E-commerce suites
6
Pricing management
1
Other customer-management apps
3

Source: AMR Research, 2004

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