Mehmet Nuri Can

SCRM is an extension to CRM, and Enterprise 2.0 connects with SCRM to take the internal operations of the Social Business to the customers.

Source: Esteban Kolsky

mnc CRM

I decided to share some of the notes I took during my readings. First one is about Social CRM.

Social media’s a little different than the usual emerging business technology, mostly because it didn’t begin as a business technology. It started with consumers — and how they use it varies dramatically.

Source: CRM Buyer

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mnc CRM

Gartner announced the results of CRM market in 2008 research. The headlines of the summary given;

• Companies had spent $8.13 billion for CRM investments in 2007. This amount increased to $9.15 billion in 2008 which means 12.5 % increase.
• CRM market continued its two digits-growth. This is the fifth consecutive year.
• 20% of CRM investments is for SaaS (Software as a Service). It was 15% in 2007.  Although this concept is quite popular nowadays, most of the companies are still shy to buy a SaaS solution.
• SAP is still the leader of the sector with 22.5 %. It was 25.5% in 2007. However, I need to remind that SAP is not a CRM focused solution. It is mainly an ERP (Enterprise Resource Planning) prdıct, and it includes a CRM module inside. I’ve never hear a firm invested SAP just for CRM.
• Oracle and Salesforce.com comes after SAP. Microsoft Dynamics CRM is fourth on the list. Nevertheless Microsoft increased its revenue 75% in 2008. It has the biggest revenue growth between its rivals.
• The distribution of the overall investment between sub segments of CRM did not change to much. Sales is still  the leader with 42.8%. Service and support comes after it with 36.6% and marketing has 20.6%.

Despite the global financial crisis, CRM market continues to grow rapidly. Many companies focused on the methods of increasing efficiency in that problematic environment, and a true CRM investment with an effective business process management is still one of the most attractive way to do this. Gartner analysts think that worldwide CRM market will continue to grow in 2009 too.

For a summary of the report please click here. If you want to read the complete report, you need to be a Gartner client.

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