CRM Adoption Trends and Customer Experience 2023

October, 2023


Customer relationship management systems are one of the most widely adopted categories of enterprise applications, and investment in new CRM capabilities continues to grow. Although cloud-based CRM offerings have allowed the capabilities to move down-market to smaller companies, the need to adopt a CRM system signals that a company has reached a milestone in the building of its application portfolio, similar to when a company first moves from spreadsheets to a real accounting system. Modern CRM systems are essential for companies looking to improve their productivity and effectiveness in sales, marketing, and customer service. (20 pp., 8 fig.)

[Research Byte]