CRM is one of the key growth opportunities that exist within the retail banking technology market. Datamonitor forecasts that this overall market will be valued at $32 bn by 2004 and that CRM spending will make up nearly 9% of this market. This brief will explore the impact of the economic downturn on CRM spend in the retail banking sector and banks' investment plans. Furthermore the brief will identify vendor opportunity and position the incumbent vendors in this marketplace giving focus to a selection of vendors' relative strengths relevant in the retail banking market.
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