How to Define the CRM Market for Opportunity

Is the CRM market really a software category? If you believe that, you’re leaving value on the table

Is the CRM market really a software category? If you believe that, you’re leaving value on the table

I’ve been around the CRM space since the days of the P.I.M. Can anyone remember what that stands for? I rest my case. As a result, I sometimes get frustrated at the slow pace of change. I don’t mean features, I mean real change. So, allow me to explain to you what I mean by change.

Here’s how we define the CRM market today

When we talk about the CRM market, there is little argument that we are discussing the revenue generated from CRM software and services related to software. In fact, Gartner and other analyst firms put out data each year to describe the market in those terms, and will often break it down by vendor so we see a market share perspective. Here are some examples.

Source: crmsearch.com

These numbers represent the dollars businesses actually spent on CRM software. How they make these spend decisions I’m not certain. It’s likely a combination of value, discounting, gamification a…