Whether organisations opt for an on-premise or cloud solution, analysts from both Gartner and IDC agree the CRM systems market continues to be buoyant.
The market was worth $1.06 billion in Asia-Pacific and Japan last year, after having grown 21% year-on-year, says Praveen Sengar, principal research analyst, e-commerce and CRM at Gartner.
Locally, IDC is seeing a continued focus on customer-centric initiatives and this includes leveraging mobility, collaboration, BI, social networks and CRM to drive the next level of customer experience, says Rasika Versleijen-Pradhan, senior services analyst at IDC New Zealand.
