The Canadian Customer Relationship Management (CRM) Market Report, 2000 Edition is E-Search Canada's inaugural report on the e-Commerce marketplace in Canada. The numerous definitions of CRM combined with the proliferation of products and rapid advances in CRM technology has contributed to uncertainty about CRM in general, and its role in the Canadian marketplace in particular.

This report attempts to lend clarity to this topic, providing a background on the development of CRM and the trends driving the adoption of CRM technologies in Canada. The basic components of CRM technology and products are explained and the forces driving new CRM application development are examined. The overall size of the CRM market in Canada, including licence fees, maintenance and professional services is estimated in this report for 1999 - 2002. In the final section of the report, in-depth profiles of eight major CRM vendors active in Canada are provided, including a discussion of their products, sales and marketing activities and partnerships. This is supported with estimates of revenues and market shares.

The information contained in this report is the result of extensive primary research and numerous interviews and surveys with manufacturers, consultants and professional service providers.