Current Trends in CRM Adoption and Customer Experience

June, 2012


Rising customer expectations, current economic conditions, and new technologies are driving increasing adoption of customer relationship management (CRM) systems. This study helps IT executives make better decisions regarding CRM investments by analyzing current trends in CRM adoption along with the associated risks and rewards. We show the three-year trend in the CRM deployment as well as the worldwide adoption and investment rates by sector, organization size, and geography. We also measure CRM customer experience in terms of the success rates for return on investment (ROI) and total cost of ownership (TCO). Finally, we assess CRM investment levels for new implementations and improvements to existing systems. We wrap up with our recommendations for improving the ROI of CRM. (19 pp., 12 figs.)
[Research Byte]