Table of Contents
Part 1
1.1  mCRM Definition
1.2  Before Launching into mCRM
1.3  Wireless CRM
1.4  Targeting mCRM Usage
1.5  mCRM Applications
1.6  Wireless Devices and mCRM Forecast
        1.6.1  PDA Usage in mCRM
        1.6.2  WAP and WML Phones Usage in mCRM
1.7  mCRM Future Directions

Research Supplement:
Special Analysis on the Effects of the September 11 Events on IT Spending
Brokerage Industry Projections for the IT Industry
Survey on 2001 IT Spending
Actual IT Spending for 2001
Expected Impact on CRM Software and Service Sales

Part 2: mCRM Software Companies Activities Application Development and Business Direction
· ACCPAC
· Applix
· Astea
· E.piphany
· Frontrange Solutions
· Oracle
· Multiactive Software
· Upshot
· Onyx
· PeopleSoft
· Pivotal
· SalesLogix
· Talisma
· Trivium Systems
Summary of Part 2

Part 3: System Integrators, Solution
Providers and Wireless CRM Enablers
Platform Development and Integration of CRM and mCRM
· Air2Web, Inc.
· Quixi
· AligoArcStream Solutions
· AvantGo
· Aspect Communications
· w-Technologies
· Client Interaction
· Motive Communications
· Delano Technology
· Research in Motion (RIM )
· Zamba Solutions
· Viridien Technologies
Summary of Part 3

Part 4: mCRM Case Studies for the Business Market
· CompuCom
· GreCon
· Dain Rauscher Wessels
· Haemonetics
· Geographic Data Technology
· Arbill
· Johnson Controls
· Merrill Lynch
· Northwest Airlines
· Ichiban Inc.
· Aventail
Sports Teams CRM/mCRM Case Study for the Consumer Market
· Collecting Fan Data
· Non-Mobile CRM in Sports
· Technology Behind CRM/mCRM
· Transitioning to mCRM in Sports
Ranking of Most Promising mCRM Applications by Case Study
Fastest Growth Areas for mCRM Application Usage

Part 5: Important Findings and Recommendations
mCRM Overview
Portable Devices for mCRM
mCRM Software
System Integrators and mCRM Services
mCRM Corporate Deployment