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Strategies & Market Trends : Gorilla and King Portfolio Candidates

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To: Mike Buckley who wrote (15825)	1/21/2000 2:02:00 PM
From: mtnlady	Read Replies (1) of 54805

Mike I thought you might find this interesting. Article also talks about market share of Siebel (#1), Oracle (#2) and others in the CRM arena. "Research firm Meta Group reported in 1999 that it expects IT call-center volume to grow by 20 percent per year through 2003, meaning that the number of calls per user per month will increase from 1.75 in mid-1999 to three in 2003. To cope with that volume, by 2003, one-fifth of help desk requests will come over the Internet, compared with only 6 percent today, Meta Group wrote. "Help desks, and support in general, is shifting almost entirely to the Web," says Yankee Group analyst Colin Mahony. " upside.com

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