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CRM spending expected to soar in 2003

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Boston--Customer relationship management spending will remain nearly flat for the remainder of 2002 but will resume its sharp growth next year, according to the Aberdeen Group, a research company. "We expect 2002 CRM spending to grow only 2% over 2001, reaching $13.74 billion by the end of the year. However, double-digit growth should resume in 2003, and we expect CRM spending to reach $19.6 billion by 2005," Denis Pombriant, managing director of Aberdeen's CRM practice, said in a statement. CRM growth will come from midsize enterprises and the adoption of new CRM application categories, such as sales force effectiveness, the study said.
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