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CRM Software |
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Current trends ... |
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The continued growth of web (intranet / internet) enabled CRM software and systems, including:
- Web based CRM software with a browser ‘front end’
- Employee portals, containing all work tasks in one location
- Integration of CRM software with e-commerce systems
- Web services and interfaces
- Improving reporting, analytics and Business Intelligence (BI) eg enterprise reporting, OLAP, alerts, statistical analysis, ad hoc query
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Non-web CRM software trends - continued growth of:
- Users making changes or additions to existing systems, to realise more CRM software benefits
- Customer contact management
- The number of customer channels eg e-commerce, website, email, telephone, fax
- The complexity of the channels eg using PDA’s, mobile phones
- Sales force automation
- Workflow functionality and document management
- Data mining
- Data warehousing
- CRM software integration with ERP / Accounting software
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CRM software market trends - continued growth of:
- Businesses extending their CRM software functionality by adding modules
- Competition, especially in the mid-range CRM software market
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