1. © Copyright 2005 Frost & Sullivan. All Rights Reserved. North America CRM Analytics Markets Shift from Product-centric to Customer-centric Strategies calls for Increased Use of Marketing and Customer Analytics Customer Relationship Management Group “Customer retention and customer wallet-share growth by and far are the most pressing pain points in business-to-consumer industries such as financial services, telecommunications, and retail.”

2. © Copyright 2005 Frost & Sullivan. All Rights Reserved. Industry Trends Pressure to extract value from existing CRM systems by embedding intelligence capabilities drives adoption of CRM analytics Customer wallet-share growth in financial services, customer retention in telecommunications, and targeted marketing campaigns in retail are top 3 industry pain-points The North America market for CRM Analytics software is projected to grow from $553 Million in 2004 to $826 Million in 2008. Marketing and customer Analytics continues to be the largest segment, but service analytics is the fastest growing segment CRM vendors are witnessing increasing market followed by analytics vendors, and decreasing market share of business intelligence/reporting vendors

3. © Copyright 2005 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 in the CRM analytics market Market sizing and competitive analysis Market forecasts and opportunity analysis Quarterly assessments End user analysis within each research service

4. © Copyright 2005 Frost & Sullivan. All Rights Reserved. What We Offer Coverage: 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 2005 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 share 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 vendors in the CRM analytics market Determine which participants will outperform the competition Assess attractiveness of investing in the CRM analytics market

6. © Copyright 2005 Frost & Sullivan. All Rights Reserved. Actuate Alterian Amdocs ATG Best Software Blue Martini Business Objects Chordiant Cognos Coremetrics Doubleclick Epiphany Key Market Participants Fair Isaac Frontrange Genalytics Hyperion Informatica Information Builders Kana KXEN Microsoft Microstrategy Norkom Onyx

7. © Copyright 2005 Frost & Sullivan. All Rights Reserved. Oracle (includes Peoplesoft) Pivotal Quadstone RightNow Salesforce.com SAP SAS Institute Siebel SPSS Teradata ThinkAnalytics Unica Key Market Participants (Cont’d)

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