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CRM spending lackluster, but future looks good

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Dedham, Mass.--The customer relationship management software and services markets totaled $6.75 billion in 2001, according to a study released Wednesday by the ARC Advisory Group. CRM spending was held back for several reasons, ARC said, including the after-effects of the Sept. 11 terrorist attacks, and the reluctance to take on costly and time-consuming "humongous CRM implementation." The study projected the CRM market will grow to $10.4 billion by 2006 because of improved integration with other applications and demonstrable return on investment.
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