Gartner Survey Shows CRM Projects in Europe Largely Remain in Place in 2009
January 29, 2009 (Gartner)
According to a recent survey from Gartner, Inc., of nearly 90 European businesses and IT leaders, more than three quarters of the respondents said they are planning to enhance their investments in CRM initiatives in 2009. These projects will focus on improving customer retention and increasing wallet share.
Gartner estimates that CRM spending in 2009 will not decline as dramatically as it did after 2000, but that growth will be more moderate than in previous years. It forecasts that the European CRM software market will reach $3.5 billion in 2009, an increase of 4 per cent from 2008.
The survey respondents also reported that their objectives for their CRM programs included: increase customer satisfaction, increase efficiency and reduce cost.
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