CRM revenues remain flat in 2010

Customer relationship management (CRM) is weathering the economic downturn better than many other enterprise software applications, according to a recent European survey conducted by Gartner.

In a summary of its report sent to Customer Strategy Gartner predicts that CRM software revenues in Europe will remain flat in 2010, exhibiting a 0.7 per cent growth from last year.

“Last year the recession had less of an impact on CRM software than on other software segments,” said Chris Pang, principle research analyst at Gartner. “With a slight improvement in CRM software revenues expected this year, respondents still remain cautious about their CRM investments with 45 per cent not planning to select new CRM technologies in 2010, up 5 per cent from 2008.”

In the third quarter of 2009, Gartner surveyed 302 European business and IT leaders who influence the CRM strategy in their organisation to gain insight into their CRM plans for 2010. “In terms of growth opportunity in the market, SaaS solutions, e-commerce and CRM analytics will continue to see strong demand in 2010,” Mr. Pang said.

The survey respondents reported on their primary objectives for their CRM initiatives in 2010. The survey uncovered significant changes in the top three rankings from 2009 and saw the appearance of acquiring new customers as the No. 2 objective for 2010.

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