Customer Relationship Management (CRM) edges out Enterprise Resource Planning (ERP) as the top software priority for IT spend. More details about the recent Gartner survey from CRM Software’s article, Gartner Says CRM Software Top Priority in 2013.
CRM will be a top priority for enterprise IT spending according to a report released by the research firm Gartner. 2013 and 2014 will see an increase in CRM spending as the business software technology edged out ERP, which previously held the top spot. Office software came in third.
Businesses’ growing need for customer retention and satisfaction are the main catalysts for the rise in CRM spending, the Gartner report said. Many also feel the need to upgrade or purchase new software that integrates better with social media and mobile devices, which now dominate the technology landscape for both professionals and consumers.
Rather than simply tracking online sales, many companies are now adopting a more hands-on approach to customer relations. A basic marketing campaign that does not involve engaging the customers is simply not enough anymore. The competition is stiff, and businesses need a CRM system that can help them meet the customers where they are, whether it is in social media or on the web.
By 2014, a large percentage of organizations in “mature IT environments” like Europe and North America expect to deal with plateaued or even lower IT budgets than previous years. Meanwhile, emerging markets expect to see a large increase, according to Gartner. Those users in non-English speaking countries will be looking for CRM systems that can handle localization, both of the language and legal regulations, for their countries.
Some 60 percent of North American respondents said they would increase spending on public cloud services and SaaS (software as a service) over the next couple of years, while other regions expressed more preference for single-tenant hosting.
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