" CRM platforms and related technologies which enable more systematic and structured customer interactions"

Majority of CRM inquiries (est. > 85%) and resulting projects are technology focused.

Over 11,000 (Yr. 2023) CRM and related technology vendors (CRM Resources)

Salesforce (www.salesforce.com) is the dominant market leader.

CRM Technology Evolution

CRM 0.5

  • Database marketing.
  • Contact Management.
  • Direct Marketing.
    • List Management.
  • Call Centre

CRM 1.0

  • Sales Force Automation (SFA)
  • Campaign Management.
  • Customer Contact Centre.
  • Multi – Channel.
  • Personalisation 1.0
  • Customer Analytics.
    • Data Warehouse/ Mart
    • OLAP
    • Business Intelligence
    • Lifetime Value
    • Segmentation

CRM 2.0

  • SaaS (Cloud).
  • Customer Experience Management (CEX).
  • Voice of the Customer (VoC).
  • Social CRM.
  • Personalisation 2.0.
  • Mobile CRM.
  • Omni – Channel.
  • Privacy/ Data breaches.
  • Sharing economy.
  • Advanced Analytics.
    • Customer Scoring.
    • Big Data.
    • Predictive Analytics.
    • Machine Learning.
    • Data Mining.

CRM 3.0

  • Artificial Intelligence.
  • Internet of Things (IoT).
  • Bitcoin/ Blockchain.
  • Virtual/ Augmented Reality.
  • Hyper – Personalisation.
  • What can you imagine?
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