1. © Copyright 2004 Frost & Sullivan. All Rights Reserved. CRM Markets for the U.S. Pharmaceuticals Industry Enterprise Analytics Offers Unprecedented Opportunities for Customer Resource Management (CRM) Healthcare and Life Sciences IT Group “Enterprise analytics gives a 360-degree view of product and brand sales patterns, ensuring that vendors are able to derive the maximum benefit from any CRM system.”

2. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Industry Trends Since SFA is a saturated market, vendors look at other tools to shore up business with customers Customers demand better ROI from the use of commercial-grade CRM products Vendors migrate towards embedded business intelligence products as the next value proposition for CRM in 2004 Large opportunity by cross-selling to current ERP customers Systems integrators to benefit greatly from enterprise integration of CRM/ERP

3. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Key Features Frost & Sullivan Provides: Detailed insights into recent developments and trends Drivers, restraints, challenges, and strategic recommendations Analyst insights on ‘hot topics’ and emerging applications Market sizing and competitive analysis Market forecasts and opportunity analysis

4. © Copyright 2004 Frost & Sullivan. All Rights Reserved. What We Offer Regional Coverage: the United States Proven methodology encompassing extensive primary and secondary data and research Focused information and strategies that cover business and technology issues Credible data and analysis highlighting industry dynamics Winning strategies to help you create precise business plans

5. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Who Will Benefit? Current Market Participants Find out how you compare to the competition Assess current and future drivers and restraints Determine and exploit new market opportunities New Entrants Analyze challenges associated with the industry Calculate time scales for strategy implementation Position yourself to capitalize on the market’s unmet needs Investment Community Analyze long-term strategies of CRM vendors Determine which participants will outperform the competition Assess attractiveness of investing in CRM

6. © Copyright 2004 Frost & Sullivan. All Rights Reserved. What’s Included SFA applications markets Business Intelligence/analytics tools markets CRM call center and campaign management service markets

7. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Cap Gemini C3i, Inc. Cognos, Inc. Dendrite IBM, Inc. Key Market Participants Oracle Corp. People soft SAS, Inc. Siebel Systems Unisys, Inc.

8. © Copyright 2004 Frost & Sullivan. All Rights Reserved.  Call toll free: 877 GO FROST (877.463.7876)  Fax toll free: 888.690.3329  E-mail: myfrost@frost.com  Visit: www.frost.com For More Information