The continued growth of web (intranet / internet) enabled CRM software and systems, including:

• Web enabled CRM software with a browser ‘front end’
• ASP / hosted CRM systems
• Integration of CRM software with e-commerce systems
• Web services and interfaces
• Self service portals eg for customers, support, employees
• Improving reporting, analytics and business intelligence eg OLAP, alerts, statistical analysis, ad hoc query, data mining, data warehousing

Non-web CRM software trends - continued growth of:

• Users making changes or additions to existing systems, to realise more CRM software benefits
• Improved workflow processes
• Sales force automation
• Customer contact management
• The number of sales channels eg e-commerce, website, email, phone / mobile phone, direct mail, partner
• CRM software integration with ERP / Accounting software

CRM software market trends - continued growth of:

• Businesses extending their CRM software functionality
• Competition, especially in the mid-range CRM software market

For an impartial guide to the ‘key criteria of good CRM software’ visit: CRM Software Criteria

Or, for other software trends, click: Accounting software trends / HR software trends / Payroll software trends