Web monitoring and management services provider Keynote Systems on Friday announced its intent to acquire Web-based customer research firm Vividence for $20 million in cash, and another $6 million possible over the next year based on performance targets.

Keynote has already done two acquisitions in the customer experience management (CEM) space when it acquired Enviz in October 2002 and NetRaker in 2004. With the addition of Vividence, the company expects to own 80 percent of the CEM market.
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