Shelly Keating
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Anouk Snyder
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March 22, 2000
Groundbreaking Book and Website Provide Guide for Driving Customer-Oriented Growth

Accenture and Other Leading Authorities in CRM Field Examine the Changing Nature of Customer Relationships in the eEconomy

NEW YORK, March 22, 2000 -- Accenture and Montgomery Research , Inc. have joined forces to publish a groundbreaking book and website that examines how today’s e-economy is transforming the nature of the relationships companies have with their customers. The book, "Defying the Limits: Reaching New Heights in Customer Relationship Management," provides corporate executives with a guide to enhancing customer relationships as a means to improve bottom line results.

The book, which represents a collection of the latest thinking and a review of the latest technologies from over 70 contributors, offers new ideas for executives planning customer relationship management programs. According to a recent study by AMR Research, these CRM expenditures will grow from $3.7B (US$) in 1999 to $16.8B by 2003, a compound growth rate of 49 percent.

"Today, the emerging e-economy is placing the customer in control and changing the very nature of customer relationships. Customer expectations around speed, service and quality continue to rise, while customer loyalty grows increasingly uncertain." said Dale Renner, global managing partner of Accenture’s Customer Relationship Management practice. "This book is a comprehensive collection of the latest concepts and technologies for creating the customer-driven enterprise. It provides fresh insights for companies ready to address these changing market conditions and capitalize on the opportunity for customer-oriented growth."

"Defying the Limits" editorial contributions are provided by leaders from all sectors of the CRM marketplace: practitioners, consultants, researchers, solution providers, and academicians. The book, available in April, is accompanied by a web-based thought leadership forum ( which hosts a collection of position papers, articles, and case studies.

"This project represents the most comprehensive resource of authoritative knowledge on how companies can gain competitive advantage through the principles of customer relationship management," added Barry Jacobs, publisher of Montgomery Research, Inc. "Accenture’s sponsorship and editorial direction has helped create an exciting resource for senior executives who are responsible for evaluating and enhancing their CRM programs."

About Montgomery Research:
Montgomery Research, Inc., publishes analysis and decision-making tools for corporate executives in critical areas of technology. Montgomery Research works in partnership with e-business visionaries and experts to define industry trends and develop resources for both print and online platforms. Recent projects include: Achieving Supply Chain Excellence through Technology (, Se-Com: secure e-commerce intelligence ( and eBusiness Central: the internet gateway to e-business ( Find out more about Montgomery Research at

For a complete list of position papers in the "Defying Limits" book, with biographical sketches of the contributors, or to request a copy of the book go to the CRM Project website at