CRM in Russia: forecasts of experts

CEO of Manzana Group Oleg Palenov:

We expect that in 2014 the market of CRM systems will continue growth. In view of the fact that in the market there was an offer not only on purchase, but also on lease of CRM systems, a system becomes available not only large, but also to averages and even small retail networks. Such approach considerably reduces the cost level on acquisition of licenses and the providing personnel, but does not affect quality in any way and allows small and average networks to use the most modern means of the analysis, encouragement and communications already now.

Olga Rubtsova, deputy CEO Technoserv Consulting:

Revolutions in the market of CRM in 2014 will not be. Trends which are observed already now will even more powerfully prove. First, this implementation of CRM for the solution of narrow tasks. Such projects are very popular now. Against the background of economic downturn and lowering of forecasts of growth rates of economy in our country in general, the companies are interested in IT tools which will bring visible value to business and will make it quickly. And it is much simpler to count usefulness of a system for collecting of debt and its ROI, than benefit from CRM as such. Secondly, market size will not undergo significant changes. In 2014 it will almost stiffen. Will move it starts of small projects forward. Brake – reduction of budgets of the large projects planned earlier.

Alexey Makeev, partner of AT Consulting company (AT Consulting) (AT Consulting), director of practice of Siebel CRM:

Customer relationship management processes are a very dynamically changing processes for any company. The companies which already implemented CRM solutions will actively modify them and to adapt for the changing business processes. Also there is steady interest in CRM solutions from new clients. Therefore expectations from the coming year at us positive.

Chief expert of Kompas company Igor Jacobson:

If there are no economic cataclysms, then market size should increase as it occurs all last years. Besides, we expect that clients will show more interest not to the isolated implementation of CRM systems, and to projects in which CRM is used as the ERP system component (as it was told above, the central component). Such approach much more promotes increase in enterprise performance, than the isolated implementation which, of course, also brings benefit, but far smaller.

Experts of Corus Consulting:

In general we expect increase in interest in CRM systems in connection with an exit of new products. So, with release of the new version of Microsoft CRM 2013 and emergence of the cloud version of the CRM system there are all bases to assume that the systems of Microsoft in 2014 will take the leading positions in the Russian market, and Microsoft CRM Online will surely press the main competitor - Salesforce.

Director of CRM solutions of 1C-Rarus company Alexey Kudinov:

In 2014 I predict growth of the Russian market of CRM by 30%. It will be promoted by decrease in growth rates of economy in the country, increase in level of the competition in the markets, desire of the companies to increase labor productivity of employees in connection with gain of "staff shortage". The companies will look for in the market tools for increase in efficiency of the work.

Experts of Tops Consulting:

The market of CRM projects in 2014 will continue to grow. Perhaps, the current economic environment in the country will slow down its speed in comparison with 2013 a little. Fast implementations and horizontal solutions in a segment of medium business will be demanded. Demand for mobile applications and for solutions in the field of integration with social networks will proceed.