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Companies planning to upgrade CRM systems

Rachel Wheeler

March 30, 2010

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A new survey has revealed that a large number of US and European companies are planning to undertake upgrades to their existing CRM systems this year.

According to Forrester Research, many large enterprises and small-to-medium-sized businesses (SMBs) shelved potential changes to their systems during 2009 because of the recession.

However, 48 per cent of big organizations and 19 per cent of SMBs are now looking to address the issue this year as the economy begins to pick up once again.

The research found that over 20 per cent of SMBs were implementing CRM applications or information software this year or later.

Holger Kisker, a senior analyst at Forrester, commented on the statistics, stating that despite the introduction of new technologies many businesses were staying committed to their existing infrastructure.

"As long as businesses are prioritizing cost cutting and efficiency improvements, tech vendors must provide clearer business justifications for their offerings," Mr Kisker added.

Many industry leaders advise that one of the most important tenants of a successful CRM system is good data quality.

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