The year ahead appears strong for CRM solutions, in categories from marketing and sales to customer service applications. According to the latest Forrester Forrsights Software Survey of 556 North American and European enterprises, 50% have a CRM solution in place and plan to upgrade it in the future. Another 23% plan to deploy a CRM solution this year or beyond. Among small and midsized businesses, 41% of companies reported having deployed a CRM system, and another 25% plan to do so in the next year or later. The software-as-a-service solutions that have come on strong in the last four or five years have definitely encouraged late adopters, because it's a lot easier to consume, to use, and to deploy, explains Bill Band, VP and principal analyst at Forrester Research.
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