Analysts to Discuss Improving Customer Data Quality, CRM Business Value and ROI at Gartner Customer Relationship Management Summit 2010, 16 17 March, in London
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, Inc. 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. “In last year’s survey it was ranked sixth in order of priority, and its appearance indicates that organisations now believe they should be finding new customers instead of focusing their efforts purely on existing customers,” said Mr Pang. “Growth is very hard to achieve without net new customers. Customer satisfaction moved to the top objective in 2010, previously ranked No. 2, while enhancing cross-sell and upsell of products and services moved down to No. 3 priority for 2010.”
“Overall CRM investments are subject to heightened levels of scrutiny and executive-level involvement, and as a result, we are seeing an increasing need for support and guidance in measuring and assessing the business value and return on investment of CRM. However, we foresee the CRM software market returning to single-digit growth in 2010,” said Mr Pang.
More information can be found in the report “User Survey Analysis: Practitioners Help Shape Agenda for Gartner’s 2010 European CRM Summit”, available on Gartner’s website at http://www.gartner.com/resId=1258424
About Gartner Customer Relationship Management Summit 2010
Gartner analysts will further provide both actionable advice and fresh ideas to initiate, reinforce and optimise organisation’s CRM strategy at the annual Gartner Customer Relationship Management Summit 2010 in London on 16-17 March, and in Los Angeles, 28-30 June.
Members of the media can register for the Summit in London by contacting Laurence Goasduff, Gartner PR, on +44 (0)1784 267 195 or at firstname.lastname@example.org. For further information on the Summit, please visit www.europe.gartner.com/crm.
Members of the media can register for the Summit in Los Angeles by contacting Christy Pettey, Gartner PR, at email@example.com. For further information on the Los Angeles Summit, please visit www.gartner.com/us/crm.
Event highlights will also be shared on Twitter at http://twitter.com/Gartner_inc and by using #GartnerCRM.
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. The company delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is the valuable partner to clients in approximately 10,000 distinct enterprises worldwide. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 8,100 associates, including more than 1,700 research analysts and consultants, and clients in more than 90 countries. For more information, visit www.gartner.com.
Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.