Gartner Research

Outlook for the CRM Software Market: Trends and Forecast

Published: 21 October 2002

ID: G00110508

Analyst(s): Thomas Topolinski, Pranav Kumar, Chad Eschinger


The CRM software market has changed dramatically. Hype has transitioned into ROI for buying decisions. Vendor ranking has shifted considerably, while CRM morphs into a component of enterprise computing.

Table Of Contents
  • Executive Summary
    • Growth Statistics
    • CRM Application Software Forecast
    • Recommendations to Vendors
  • Definitions and Methodology
  • Market Trends
    • Enterprise Software Suite (Including ERP II)
    • Real-Time Enterprise
    • CRM Functionality
    • Enterprise Company Size
  • CRM Software Market Forecast
    • Worldwide Forecast
    • Regional Forecast
    • CRM Segments Forecast
    • Vertical Industries Forecast
    • Wireless and Mobile for CRM Software
  • Market Summary
    • Gartner Dataquest Perspective
  • Glossary of Terms

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