Europe Leads U.S. by 12 Months in Integrating Mobile Technologies into CRM Applications

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Wireless Developer Network - Daily News

Europe Leads U.S. by 12 Months in Integrating Mobile Technologies into CRM Applications

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AMSTERDAM, The Netherlands, April 11, 2001--In a new report released today, Aberdeen Group, a leading IT market analysis and positioning services firm, announced that Europe has a 12 month head start integrating mobile technologies into customer relationship management (CRM) applications.

"Many European CRM suppliers have integrated support for WAP (Wireless Application Protocol) into their products. Some 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 CRM trends and technologies in Europe, including Internet-based customer service, multi-channel CRM, and mobile technologies such as m-Commerce and WAP-based applications. The report covers CRM market segments and technologies, and profiles 39 European and North American CRM technology suppliers doing business in Europe.

"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, a new member of Aberdeen's European CRM team, focuses on single- and multi-channel customer service and support. She is conducting European market research 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; Update.com Software AG.

For more information about Customer Relationship Management: Europe 2001, visit http://www.aberdeen.com/ab_company/hottopics/eurocrm/ or call +1 617 723 7890. To schedule a briefing session with an Amsterdam-based CRM analyst, call +31 (0) 23 568 5929 or email srathod@aberdeen.com or appenzeller@aberdeen.com.

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