Summary
It's been a tough year in the research industry, but not for all vendors. While full-service firms have languished, online tool vendors have seen strong growth driven by enterprises in-sourcing some aspects of their research in a quest to do more with less. The end result in 2010 will be strong growth for online market research tool vendors, real progress in online sample quality as demanded by major research buyers, integration of community capabilities into online survey tool platforms, a shift in customer satisfaction research to tighter integration with customer relationship management (CRM) systems, and continued consolidation in the online panel industry as vendors seek economies of scale.
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