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CRM: Suffering an identity crisis or a step closer to the Holy Grail?

News   •   Feb 24, 2017 10:53 GMT

All is seemingly rosy in the land of CRM. The market continues to be a prosperous one, having increased year on year to become worth $26.3 billion by the end of 2015. Whilst we await official 2016 figures, Gartner expects the market to expand to be worth close to $36bn by the end of 2017.

However, as the market has grown, it has also become more complex. With CRM systems from Salesforce, SAP, Oracle, Microsoft and Adobe accounting for 45% of the total market spend in 2015, many vendors are ostensibly changing their proposition to account for the requirements businesses and their users are placing on their humble CRM.

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