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The major CRM trends

Despite the economic recession in 2009, companies invested more in CRM. Asked were mainly on-demand CRM, customer analytics and the integration of CRM and Enterprise 2.0.

Especially in difficult economic times, it is important for companies that have stable and durable relationships with their customers. Market researchers at IDC and Gartner were registered in 2009 in the CRM market, a slight increase, although this has compared to 2008, some dents.

Also have been established in 2009, discussed trends in the field of customer relationship management, and will increase in 2010. The IT expert Dr. Wolfgang Martin, the three most important CRM summarized trends.

CRM also provides a competitive advantage in times of crisis. Particularly through customer intelligence, the combination of business intelligence (BI) and CRM, companies increase their customer knowledge. Similar to CRM, the growth rates for business intelligence, and crisis-robust. In the current financial and economic crisis have become indispensable BI strategies from companies no longer an effective tool for risk management.

A BI system provides comprehensive and timely reports, KPIs and key figures from all areas, including the customer behavior. By estimating customer analytics company, for example changes in consumer behavior at an early stage. In this way, they can proactively and flexibly to changing market and customer requirements, such as with new products and services, respond and prevent such a way that moving customers.

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