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CRM solutions forecast to contribute to SaaS revenue growth of 17.7% this year

Rachel Wheeler Archive
The uptake of customer relationship management (CRM) solutions will play a part in revenue growth of 17.7 per cent for Software-as-a-Service (SaaS) technology this year, new figures suggest.

Gartner has scaled back its earlier predictions of revenues produced by SaaS technology this year, in response to the impact of the recession, but its forecast trims the figure by a comparatively minor $500 million to $7.5 billion for 2009, reports Information Week.

While the SaaS market has continued to grow, perhaps as more businesses adopt CRM solutions to ensure greater data quality, the sector is expected to be worth $13 billion by 2013.

Sharon Mertz, a Gartner analyst, told the website: "There are more large deals, more new installations and some legacy replacement happening as well. SaaS will continue to be strong and grow well."

CRM has spread in popularity during the global downturn, partly because more businesses have recognized the importance of sustaining their existing customer bases.

IDC figures suggest contact centers will have been responsible for around $5.8 billion of CRM revenue by the end of this year, according to CRM Buyer.