According to a new eBrief released by cloud computing company CoreMatrix®, CRM business processes and technologies are thriving in today’s digital landscape. The findings from the eBrief, in combination with Gartner’s recent “Customer Relationship Management Software Worldwide, 2012” report, indicate B2B marketers have an opportunity to better engage with customers via cloud-based CRM systems.
The eBrief explores the history of CRM, including how vendors today are enhancing CRM systems with new capabilities, which connect sales, marketing, and service functions to the cloud and allow users to engage with customers on social networks. “The cloud is becoming the de facto standard for implementing CRM,” says Joan Rothman, vice president of marketing at CoreMatrix. “Functional areas are integrated, with tools available for internal collaboration and for interacting with customers.”
Gartner’s research shows that 40% of all CRM software sold in 2012 worldwide was Software-as-a-Service (SaaS)-based and that Salesforce.com has replaced SAP as the largest vendor in the CRM market. CoreMatrix co-founder Paul Nix claims that cloud-based CRM solutions have made CRM more affordable, easy to use, and integrated across sales, marketing, and customer service.
According to the Gartner research and CoreMatrix’s eBrief, cloud-based CRM systems could be critical for B2B marketers looking to stay competitive in the space this year and beyond.