1. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Global CRM, Interactive CRM, and Mobile CRM Initiatives and Forecasts Utilizing CRM Solutions Offer Businesses A Competitive Edge "Real-time, customer-centric CRM solutions offer businesses a competitive advantage in routing, servicing, and maintaining their existing customer base by identifying highly-valued clients." CPE/CTI Analyst Team Frost & Sullivan

2. © Copyright 2002 Frost & Sullivan. All Rights Reserved. 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 global, interactive and mobile CRM market Market sizing and competitive analysis Market forecasts and opportunity analysis Quarterly assessments End user analysis within each report Key Features

3. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Global Coverage 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 What We Offer

4. © Copyright 2002 Frost & Sullivan. All Rights Reserved. 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 companies Determine which participants will outperform the competition Assess attractiveness of investing in the market Who Will Benefit?

5. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Acxiom Corp. Accrue Software, Inc. Amdocs Ltd./Clarify Ask Jeeves, Inc. Astea International, Inc. ATG, Inc. Avaya, Inc./ Quintus Corp. Baan International B.V. Blue Martini Software, Inc. Brightware/FirePond, Inc. Broadbase/Kana Software, Inc. BroadVision, Inc. Business Objects SA Business Evolution Chordiant Software, Inc. Click Software Dendrite International, Inc. DoubleClick, Inc. e.piphany, Inc. eGain Communications Corp. Engage Epicor Software Corp. eShare FirePond, Inc. Genesys Telecommunications Laboratories, Inc. HNC Software Key Market Participants

6. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Interact Commerce Corp./SalesLogix ACT JDA Software Group, Inc. Kana Software, Inc. Mobile Data Solutions, Inc. Microsoft Corp./Great Plains NCR Corp. net.genesis Corp. Onyx Software Corp. Open Market, Inc. Oracle Corp. Pegasystems, Inc. PeopleSupport, Inc. Peregrine Systems, Inc./Remedy Pivotal Corp. Primus Knowledge Solutions, Inc. RightNow Technologies, Inc. SAP AG ServiceWare Technologies, Inc. Siebel Systems, Inc. Talisma Corp. Tivoli (IBM) Trilogy Software, Inc. Vignette Corp. WebTrends Corp. Xchange, Inc. Key Market Participants (cont’d)

7. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Call toll free 877 G O F ROST (877.463.7876) Fax toll free 888.690.3329 E-mail myfrost@frost.com Visit www.frost.com For More Information