CRM Forecasts and Market Estimates, 2012

Hello Everybody!

Today we’d like to share Louis ColumbusRoundup of CRM Forecasts and Market Estimates, 2012 with you. We bumped into his blog post on Forbes but the original article can be found in his own “A Passion for Research” site.

Gartner ResearchIt’s a very clear and concise list of key predictions based on Gartner data for the CRM industry. For us, it’s nice to see how the trend towards a more social, better user experience keeps growing. The key challenge is still to encourage crm adoption by end users and that’s kind of our job at CRMGamified®, isn’t it?

So, we’d like to give you an even briefer outline of Columbus’ article and invite you to go to the original piece for the details, as we usually do. Here are the goodies:

  • Gartner is predicting will be the leading CRM vendor worldwide by 2013. SAP continues to be the worldwide leader but the latest data indicates that displaced Oracle and ascended to a second place in 2011.
  • The role of CMOs relative to CIOs are changing with respect to who is responsible for CRM, pricing and channel management strategies. Gartner predicts that by 2017 the CMO will spend more on IT than the CIO.
  • Social CRM will attain $1B in worldwide sales by the end of 2012, achieving 8% of all CRM spending this year.
  • Cloud adoption rates by CRM subcategory will vary through 2016.  Gartner projects that 50% of all CRM applications will be Web-based by 2016.
  • 30% of sales organizations will issue iPads and tablets as the primary device standard issue for salespeople by 2014. Tablets will be the fastest-growing segment, with average annual spending growth of 25% through 2016.  Despite this rapid growth, Gartner predicts that by 2015, only 20% of organizations will have launched dedicated mobile applications for customer service use however.
  • Gartner predicts that by 2014, public social media networks will be in use by 80% of sales professionals with only 2% adoption rate of social CRM applications in the same time period.
  • Marketing automation will lead CRM application segment growth with a 10.7% compound annual growth (CAGR) through 2016, reaching a total market value of $4.6B.
  • Microsoft will integrate Yammer throughout the entire Office Suite in 2013 and demonstrate the value of using social graph databases to increase collaboration.  For Microsoft, this architectural approach means they will move very quickly to the cloud in 2013,
  • CRM projects lead by consultants and system integrators (SIs) were completed the majority of time for Oracle installations (26%) down from 35% in 2009.  11% of CRM projects completed by consultants and SIs were based on the SAP CRM application suite with 9% based on Microsoft Dynamics CRM. has continued to rise in this area, with 16% of all projects completed in 2012, up from 10% during 2009.

Like we said, concise and enlightening, isn’t it? As always, feel free to send us your comments. Thank you for reading. 🙂