The document discusses trends in the CRM market, including that through 2008 major software companies will provide tools to address CRM needs but will only succeed in attracting customers to two of four CRM applications. It also lists trends in migrations from 2008 including from simple to ERP systems, ERP to simple, and ERP to best-of-breed solutions. Finally, it states that integrated CRM suites have no future and different routes are possible to implement new CRM requirements.

1. ERP/Core Functions Building Tools Light and Simple Specialist/BOB Need for Unique CRM Processes High Strategic Planning Assumptions: Through 2008, IBM, Microsoft, Oracle, and SAP will provide tools for developers, ERP suites, simple applications and partners for best-of-breed CRM in order to address all four CRM applications, but they will succeed in attraction customers in only two (0.7 probability) Need for Enterprise Control High Low Trend of Migrations, 2006 1. Simple to ERP 2. ERP to Simple 3. ERP to DIY (Do It Yourself) 4. ERP to BOB (Best of Breed) 5. ERP to Simple 6. BOB to ERP 7. Simple to BOB 8. BOB to Simple SAP Oracle (inc. Siebel) Microsoft Infor Windows Frameworks Visual Studio Fusion Eclips JDeveloper NetWeaver Websphere BPMS Applications Salesforce.com RightNow Netsuite SuperOffice Act Microsoft CRM Oracle On Demand SAP On demand Amdocs CAS Stayinfront Unica Webify SAS SPSS 1 2 3 4 5 6 Gartner’s visie op de CRM-markt : Wat gaat gebeuren in de markt ? Low 7 8 De geïntegreerde CRM-suite heeft geen toekomst . Om nieuwe CRM-eisen te implementeren zijn verschillende routes mogelijk