"Companies are being pretty cautious with CRM compared to the big bangĪpproach they took with ERP," said Wilson. Within organizations, such as the field sales force, call centers, Internet/Web sites,Īnd other so-called front office applications. Spending is focused on a step-by-step integration of CRM-related elements ![]() Said Andrew Wilson, CRM director at Cap Gemini America. ![]() "The study confirmed what we have been hearing from our clients in the field," The study, released Wednesday, also found that large companies engaged inĬRM projects spend an average of $3.1 million on CRM hardware, software and services, and expect annual revenues to grow by eight percent within one year of CRM implementation. ![]() The software is in many ways an extension of Enterprise Resource Planning (ERP) applications popularized by companies such as SAP and Peoplesoft. Tools primarily to enhance, protect and retain relationships with currentĬRM software, sold by Siebel Systems, Vantive, and other makers, has grown in popularity in recent years as companies seek to extend their business applications to manage complex sales, marketing, and customer service functions. ![]() and European companies as a tool to attract and retain customers, a study has found.Ĭorporation, of 300 enterprises reveals that companies are using CRM Customer relationship management software is gaining in popularity among major U.S.
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