ID Number: G00171019



Market Trends: Customer Relationship Management, Worldwide, 2009-2010
29 September 2009
 
Sharon A. Mertz  

Vendor opportunity remains positive in the worldwide CRM market despite the softer economic conditions in 2009. Demand for software-as-a-service solutions, analytics, e-commerce and social software technologies continues as buyers seek to optimize costs and update legacy platforms.




Price: US$2,495.00

Pages: 21






Browse Topics


Other Options







Contact Gartner





Purchasing this document is fast, easy and secure, but you must be registered with gartner.com so we can track your order. Please select your status from these three choices:
Registration is required to purchase this document.
Or, you can register for gartner.com only.
 You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).
You will not lose your document during registration.
Sign in here:
Username:

Password:
Forgot your username
or password?







For more information about purchasing this or other documents, contact Gartner at one of the telephone numbers below:
North America:    +1 203-316-3010 7:30 am - 8:00 pm Stamford, CT
Europe:    +44 1784 267770 9:00 am - 5:00 pm London
Asia/Pacific:    +65 6879 2785 9:00 am - 6:00 pm Singapore
Japan:    +81 3 3481 3552 9:00 am - 5:30 pm Tokyo

Table of Contents


What You Need to Know: Opportunity Arises for CRM Despite Economic Challenges

Key Findings

Key Trends — Software Industry Forces Impact Vendor Opportunity and Performance

Contributing Factors to Trends

Crisis Comparison, 2001 vs. 2008: A Very Different Scenario Impacts CRM Technology Investments

Economic Disruption Intensifies the Impact of Market Trends

Global and Social Aspects Drive Market Growth and Shift Vendor Focus

CRM Continues to Be a Priority Despite the Recession

Five Years of Double-Digit Growth Reflects Strong Market Performance

Market Composition Shifts as Challengers Capture Share

Market Consolidates, Megavendor Share Declines: On-Demand Exceeds 20% of Market

Emerging Regions Gradually Erode Share in Western Economies

Growth Drivers Include Business, Market and Technology Forces

Volatile Global Financial Conditions Cool Market Growth

In 2010, CRM Total Software Revenue Is Expected to Approach $10 Billion

SaaS Adoption Grows, Benefits Most — but Not All

CRM Open Source Usage Is Still Minimal, Although Growing Slowly

Increasing Use of Social Software Challenges Traditional Vendor and Customer Strategies

Recommendations

Definitions




Browse Topics:
 
Customer Relationship Management




This document is published in the following Dataquest Market Insights:
 
Software Applications Worldwide




© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 1191916