Accenture Leads Customer Relationship Management Services Market, According to Top Industry Analyst Firm

Clients Report Entrusting Some of the Most Complex Undertakings to Accenture

NEW YORK; Feb. 13, 2003 Accenture announced today that Gartner, Inc. has listed the company in the leader quadrant in the market for customer relationship management (CRM) service providers for the Americas.

According to Gartner, Inc., leaders are vendors who are performing well today, have a clear vision of market direction and are actively building competencies to sustain their leadership position in the market.

Based on Gartner’s revenue estimates for CRM-specific services, Accenture also continues to be the largest of the providers in this year’s market assessment.

“Public and private organizations increasingly are revitalizing their customer facing technology and processes in order to drive revenue growth and reduce customer service costs,” said John Freeland, managing partner of Accenture’s Customer Relationship Management practice. “Our goal is to help clients conceive and execute CRM programs that are highly pragmatic, low risk, quickly implemented and tied to business outcomes”.

Further underscoring Accenture’s commitment to bringing innovative ideas to its clients, the company recently released The Ultimate CRM Handbook: Strategies and Concepts for Building Enduring Customer Loyalty and Profitability, written to help senior executives improve their organizations’ customer relationships and enhance brand value while mitigating risk associated with CRM investments.

Published by McGraw Hill, The Ultimate CRM Handbook discusses how companies can face CRM challenges successfully by following three guiding principles: (1) customer experience is essential to creating brand value; (2) customer insight should inform and drive customer treatment; and (3) CRM programs should be executed in a pragmatic way that mitigates financial and delivery risk.

About the Gartner Magic Quadrant
Gartner’s CRM Service Providers 2003 Americas Magic Quadrant 20 January 2003 Beth Eisenfeld | Frances Karamouzis | Tom Berg

The Magic Quadrant is copyrighted January 2003 by Gartner, Inc. and is reused with permission. Gartner’s permission to quote its Magic Quadrant should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner’s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner-defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner Research is intended to be one of many information sources and the reader should not rely solely on the Magic Quadrant for decision-making. Gartner expressly disclaims all warranties, express or implied of fitness of this research for a particular purpose.

About Accenture
Accenture is the world’s leading management consulting and technology services company. Committed to delivering innovation, Accenture collaborates with its clients to help them realize their visions and create tangible value. With deep industry expertise, broad global resources and proven experience in consulting and outsourcing, Accenture can mobilize the right people, skills, alliances and technologies. With more than 75,000 people in 47 countries, the company generated net revenues of $11.6 billion for the fiscal year ended August 31, 2002. Its home page is


Allen Valahu

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