CRM market picks up

The CRM application market is on the rebound, according to Meta. Although its revival is slow, 75% of respondents to the analyst house’s recent survey claimed they would spend either the same amount or more on CRM this year.

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By  Matthew Southwell Published  July 13, 2003

The customer relationship management (CRM) application market is on the rebound, according to Meta Group. Although its revival is slow, 75% of respondents to the analyst house’s recent survey claimed they would spend either the same amount or more on CRM than they had in the previous 12 months.

Furthermore, Meta reports that the recent PeopleSoft/Oracle/JD Edwards machinations in the enterprise application market have done little to stop organisations purchasing strategic CRM applications their incumbent enterprise resource planning (ERP) backbone provider.

However, Elizabeth Roche, vice president of Meta’s enterprise application strategies division, warns that this is not necessarily the best approach and that CRM specialist providers, such as E.piphany and Siebel can provide a hedge against further market consolidation.

“Given recent events, enterprises concerned about relying too heavily on a single technology vendor should consider incorporating offerings from CRM specialist providers into their environments,” she says.

“In fact, some vendors are overhauling their architectures to enable component environments and mitigate some integration challenges. Despite this enabling technology, however, organisations must still plan for heavy investments in integration skills and technologies,” Roache continues.

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