• by Jack Loechner , Staff Writer @mp_research, August 27, 2002

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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