Nearly half of IT leaders planning increased CRM spending in 2011
Customer retention and enhancing the consumer experience are key focuses for CRM software investment over the year ahead, with the Software-as-a-Service delivery model continuing to mount in popularity in both areas.
According to Gartner, some 42% of the 1,500 IT leaders in 40 countries that it questioned in a survey planned to increase their total CRM expenditure in 2011, with 31% expecting to spend more on CRM packages. By way of contrast, some 39% intended to fork out more on office suites and 36% more on ERP applications, which ranked second and third in the investment table respectively.
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