CRM SaaS and Market Trends

CRM SaaS and Market Trends will remain stable despite there is fall in the SaaS consumption due to data theft and increased awareness of Privacy on Cloud. Previously, we talked about CRM or Customer Relationship Management and CRM Softwares – most are self hosted, either on IaaS or PaaS. Obviously, they can be installed on traditional servers as well.

We provided a Checklist for SaaS Provider Selection, although we discourage to use SaaS model due to lesser degree of control. The topic, CRM SaaS and Market Trends raised again as the predictions for 2014 is compiled by Gartner in their new report :

In the analysis report, it has been pointed out that in the IT industry, spending on solutions Custom Relationship Management will remain stable over the course of this new year, after three years of heavy investment led by all the emerging technology areas, such as social, mobile, big data, cloud computing and the Internet of Things.

CRM SaaS and Market Trends : Activities of multi-channel Marketing

Stable growth does not mean a stop, as Gartner would like to stress, but a new form of targeted investments by the companies, which however can not help but continue to implement management solutions for customers to take advantage of multi-channel contact introduced by spread of the Internet and all of the technologies mentioned above.

The CRM market, in fact, will reach almost $ 24 billion of investment in this year and it is not surprising to see that most implementations will begin to take place in the cloud, rather than on-premise. In fact, if now about 40 percent of all CRM installations on the market is provided to companies using SaaS (Software as a Service), in 2014 it will reach 49 percent of installations and in the cloud by 2015 come to a substantive equality (50 percent) between the on-premise installations and those in the cloud.

VP of Gartener, said :

…the major investors in the CRM industry will continue to be the companies that operate in the financial, insurance, telecommunications companies, the pharmaceutical industry and the multinational consumer goods . These players use different types of CRM applications and technologies….

CRM SaaS and Market Trends : Importance

CRM SaaS, therefore, will increasingly be consumed in the cloud market and it represent a perfect combination of all those technologies that companies need to work in the marketing area in contact with the customers and to maintain a close relationship with them almost personified solutions.

Support services to customers (CSS) and IT managers are looking with great interest the analysis arising from Big Data platforms, spontaneous development of community peer-to-peer clients and centers of aggregation (i.e. the new generation of contact center) to drive critical business processes within companies. All of these technologies will create an experience of separation and multichannel customer care. Finally, the CRM SaaS is also likely to receive substantial boost from the e-commerce sector, where companies seek to improve the user experience to promote online sales.