August 29, 2001, 12:00 AM

SPONSORED SUPPLEMENT: CRM

(Page 3 of 3)

While many retailers are just now starting to grapple with implementing CRM, a number of vendors have recognized its importance and are positioning themselves to take advantage of what will be a booming market. Says Fletcher in his Aberdeen report: “The high level of acquisition and merger activity in this segment by established suppliers of telephone, network, and call center/computer telephony integration suppliers underscores the importance of this CRM segment and the evolution - now fully underway - from pure call center customer support toward the blended contact center concept that integrates web, e-mail, and other real-time channels of support.”

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