CRM Adoption Trends and Customer Experience 2017

September, 2017


Customer relationship management (CRM) systems have become one of the most widely adopted categories of enterprise applications, and investment continues to grow. This report provides an overview of key concepts and vendors in the CRM space. We then examine CRM adoption and investment trends, providing data on how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We also look at the return on investment experience, total cost of ownership experience, and which type of applications are the most popular. We conclude with recommendations to ensure CRM implementation success and widespread adoption. (17pp., 9 fig.)
[Research Byte]