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Spending on CRM 'to increase'

Rachel Wheeler Archive
IT executives will be increasing their spending on customer relationship management (CRM) applications in 2010, according to a new report.

Businesses in the US will be focusing on the technology, along with already-adopted services, rather than channelling money into new IT systems such as cloud computing, the study by Forrester Research found.

In total, 48 per cent of enterprises and 19 per cent of small and medium-sized businesses (SMBs) will be upgrading their CRM systems throughout the year.

Holger Kisker, a senior analyst at Forrester, said: "Despite all the hype around new technologies that hit the market in the past few years, firms are devoting most of their IT spending on already-installed technologies."

He added: "As long as businesses are prioritizing cost cutting and efficiency improvements, tech vendors must provide clearer business justifications for their offerings and demonstrate the functional fit with business requirements that their solutions provide."

In addition, more than one-fifth of SMBs said that they had concrete plans to implement new CRM systems in 2010 or later.