CRM No Longer The Hottest Topic
CRM will show a modest growth over the next five years, according to the research report from Forrester Research "CRM's Future: Humble Growth through 2007." Analyst Bob Chapman made several key findings:
- Consulting firm growth will drive CRM's services segment. Already, these firms make up amore than half of the market.
- The CRM apps category will show a jump from 6.8% in 2003 to 14% in 2004, but will then taper off by 2007.
- Customer-facing channel apps will show the slowest rate of growth, only 7.3% over the next five years.
- The fastest-growing segment will be marketing automation apps.
The market for CRM came to a halt with the dot-com meltdown and showed a drop of 5.4 percent in 2001. However, says Forrester, this will swing back growing at a compound annual rate of 11.5 percent from 2002 to 2007.
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