Business applications: CRM is the stablest segment of the market

According to a research of Gartner company [1] (file), the segment of CRM solutions was the least subject to economic downturn and showed one of the best results within all market of the corporate software. In particular, in Europe income from CRM-applications will remain at the level of 2010, having increased only by 0.7% in comparison with results of 2009. According to Chris Peng (Chris Pang), the analyst of Gartner, last year crisis had the smallest impact on a segment of CRM-applications in comparison with other segments of the market of the corporate software. In 2010 the small growth of the CRM market is expected, however 45% of respondents are not going to invest in CRM technologies that is 5% higher than an indicator of 2008.

In terms of CRM market growth, in 2010 [2]solution SaaS, the systems of e-commerce and the CRM analyst will be in demand.

Also respondents shared the key priorities for a segment of CRM for 2010. The research revealed significant changes in the first top three in comparison with 2009. The task of involvement of new clients moved to the second place in this rating.

According to Mr. Peng, last year the task of involvement of new clients took the sixth place. Movement of this  task of the second position means that the organizations consider now that it is necessary to attract more actively new clients instead of focusing  the efforts on the existing customers.  

In 2010 the task of satisfaction of customer needs moved from the second position to a list head whereas the task of increase in cross-sellings and sales of coproducts and services takes  the third place in the rating of priorities now.

The research was conducted in Europe in the third quarter 2009. Shared the plans for 2010 302 business and the IT head which have an impact on CRM strategy in the organization.