Customer Management Spend is Increasing

Gartner predicts ^[1] that worldwide spending on CRM will reach US $76.3 billion in 2005, up from the US $23.26 billion achieved in 2000. Licence revenue will continue to be around 16 per cent of this total revenue. The North American share of spending will drop from 67 per cent to 48 per cent of total spending during 2000-5, as Europe and Asia increasingly focus on customer relationship management. What is driving this increase?