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 percent growth from last year.
With a slight improvement in CRM software revenues expected this year, respondents still remain cautious about their CRM investments with 45 percent not planning to select new CRM technologies in 2010, up 5 percent from 2008.
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 previous year’s survey it was ranked sixth in order of priority, indicating that organizations now believe they should be finding new customers instead of focusing their efforts purely on existing customers.
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