CRM Solutions for development


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CRM Solution

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CRM Solutions for development

  1. 1. ©2011 by EliNext GroupCRM Solutions: Conditions forDevelopmentToday, the software for customer relationsmanagement (CRM) enjoys high public interest. Withthe help of the software and the strategy companiescan optimize sales processes and improve customers’experience from their services.CRM solutions are especially interesting today, when most ofthe businesses are seeking for various ways out of the crisis.A recent study by BSI Business Systems Integration AG,carried out among 149 visitors of CRM forum in Switzerlanddemonstrates that the majority of the polled companies(80%) are already using professional CRM instruments, atleast in some areas of activities.However, СRM as a strategy can be viewed from two sides:on the one hand, there is a strategy, on the other – itstechnical implementation. According to the data ofCapgemini consulting company, as part of the CRM-Barometer project, СRM activities were in decline due to thefinancial and economic crisis, but before the end of 2010 itwill regain its pre-crisis positions and may ever outrun them.
  2. 2. ©2011 by EliNext GroupThis year, only 38% of managers decided to limit their CRMactivities compared to 62% in late summer of 2009Thequestion of which topics in CRM sphere will be the mostimportant in the next 12 months returned a surprisinglyunequivocal answer – almost two out of three respondentsname customer relations management the most importantaspect of business success. Primary attention should begiven to building relations with customers and to structuringof information about clients.Unlike CRM activities, the information technologies thatcreate software platforms for them experience certaindifficulties. Companies are trying to save money on thestandardization and automation of business processes.According to Gartner, a prominent IT research company,businesses pay increasing attention to find new clients andthe increase the sales volume, but they do not intend toinvest any extra dollar in this. This year, the increase ofexpenses on CRM solutions will amount for 0.7% comparedto 2009. The growth is small, but compared to othersoftware market segments, CRM still shows quite goodresults.According to the study of IT market in Germany, published
  3. 3. ©2011 by EliNext Groupby IDC in 2010, the small scale of growth is largely due totemporal recession in the development of IT market as awhole. Only starting with 2011, the trends will go up – thegrowth will be not fast but steady. Since 2011, the growthrate will rise and by 2014 it will reach 5%. Experts predictthat the most prospective directions will be data security andCRM solutions.
  4. 4. ©2011 by EliNext GroupELINEXT GROUPWebsite: http://www.elinext.comEmail: info@elinext.comBlog: http://software-topics.comFacebook: officeMarina House, Adelphi QuayWaterford, Republic of IrelandPhone: +353 (51) 347 477Belarus Development Center155b Bogdanovich St.220040 Minsk, BelarusPhone: +375 (17) 237 53 65Vietnam Development Center37A Phan Xich Long St.Ward 3, Phu Nhuan DistrictHo Chi Minh City, VietnamPhone: +84 (8) 3995 6849Suggested citation: EliNext Group.2011. “CRM Solutions: Conditions forDevelopment” <>