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FRONT OFFICE CRM Bucks the Downward Financial Trend T H E I M PA C T of the recession has thor- to take advantage of essential CRM solutions on the oughly shaken many companies to the road. “All of [the vendors] have started looking at core—even traditionally stable companies. mobile again in a big way,” says one analyst in the Microsoft, for example, announced its first Enterprise Suite CRM category (page 34), as re- drop in year-over-year revenue as a publicly traded ported by Assistant Editor Lauren McKay. company. But, despite the worldwide economic chal- If you’ve been ignoring the whole social media phe- lenges, the CRM industry continues its climb. nomenon, then, for your own job security, you’ll need to According to Gartner, the CRM industry grew dive back under that rock you’ve been hiding behind. 12.5 percent in 2008 to $9.15 billion. Even the finan- Social media, according to one industry pundit in the cially stunted Microsoft has noticed gains in its CRM Sales Force Automation category (on page 37), “will division, with annual revenue for Microsoft Dy- change the way we sell.” The editors of CRM magazine namics CRM growing 75 percent in 2008, according recognize this as well, as many of this year’s Influential to the article “Microsoft’s Million- Leaders (page 22) and Rising Stars (page 27) are deeply Member March” (page 14), by Associ- rooted in either social media or collaboration tools. ate Editor Jessica Tsai. Many of the winners of this year's Market Awards Largely contributing to the indus- have one thing in common—innovation. The com- try’s growth is software-as-a-service panies that continue to innovate will increase their (SaaS), which enables organizations chances of thriving and earning a CRM Market to enjoy the benefits of CRM solu- Award in 2010. In the meantime, congratulations to tions at a lower cost than on-premises this year’s winners. solutions. In a difficult economy, cut- ting costs, increasing productivity, * * * *
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