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SaaS CRM market 'increases 18% in 12 months'

Rachel Wheeler Archive
The software-as-a-service (SaaS) market for customer relationship management (CRM) applications has increased by 18 per cent in the last twelve months, an organization asserts.

Research by Gartner has revealed that software revenue in the sector has increased from $1,838 million to $2,169 million.

Sharon Mertz, research director at the firm, suggests that there are a number of elements which are behind the trend, including the shift of risk from internal vendors to service providers.

She states: "Many factors are driving adoption of SaaS, including the benefits of rapid deployment and rapid return on investment, less upfront capital investment and a decreased reliance on limited implementation resources."

Companies considering implementing this model of CRM should consider the costs associated with subscription, training, customization and integration before making their decision, Ms Mertz suggests.

Earlier this month, vice president of APTARE Robert Cordell told that the cloud computing approach was popularized by its initial use in CRM.