Chapter 27. The Future Direction of CRM
How is CRM likely to evolve in the coming years? In Chapter 1, “Customer Relationship Management (CRM)—An Overview,” I suggested that the CRM market is currently in transition. Industry growth has slowed from a 40 percent annual rate but still remains strong at a 20–30 percent annual clip. New players/products/services are abundant leading to an at times overwhelming feeling about which CRM solution(s) are best for them. Butting life cycles between client/server and Web-based e-customer vendors create complexity for the user. Doom and gloom findings from leading IT analysts are misleading but are catching the ear of their busy executives.
In Chapter 6, “CRM Business Application Trends,” and Chapter 7, “CRM ...
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