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This year, only 38% of managers decided to limit their CRM activities compared to 62% in late summer of 2009The question of which topics in CRM sphere will be the most important in the next 12 months returned a surprisingly unequivocal answer almost two out of three respondents name customer relations management the most important aspect of business success. Primary attention should be given to building relations with customers and to structuring of information about clients. Unlike CRM activities, the information technologies that create software platforms for them experience certain difficulties. Companies are trying to save money on the standardization and automation of business processes. According to Gartner, a prominent IT research company, businesses pay increasing attention to find new clients and the increase the sales volume, but they do not intend to invest any extra dollar in this. This year, the increase of expenses on CRM solutions will amount for 0.7% compared to 2009. The growth is small, but compared to other software market segments, CRM still shows quite good results. According to the study of IT market in Germany, published
by IDC in 2010, the small scale of growth is largely due to temporal recession in the development of IT market as a whole. Only starting with 2011, the trends will go up the growth will be not fast but steady. Since 2011, the growth rate will rise and by 2014 it will reach 5%. Experts predict that the most prospective directions will be data security and CRM solutions.
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Suggested citation: EliNext Group.2011. CRM Solutions: Conditions for Development <http://www.elinext.com/crmsol>