CRM

Worldwide customer relationship management (CRM) spending will reach $76.3 billion in 2005, up from $23 billion in 2000. (Gartner Group, via Aspect, 6/2001.)

70% of CRM projects "fail to live up to expectations." (Meta Group, 12/2001.)

A survey of nearly 300 North American companies implementing customer relationship management (CRM) programs found that more than four of five companies are outsourcing the construction or maintenance of at least some part of their CRM solution. The survey found that 70% of respondents provide inside sales persons access to customer data as part of their CRM solutions. Among those sites planning to build CRM solutions during the next 12 months, 94% plan to provide CRM access to customer service/tech support and 85% to the inside sales team. (Harte-Hanks, 5/2001.)

$65 million worth of CRM licenses were sold in France in 1999 -- a 44% increase over the previous year. CRM products sell primarily among service organizations, while the industrial sector represents 25% of sales. (IDC, via Primus, 2/2001.)