Increased use of social network sites is driving force behind social marketing and development of CRM software solutions. According to Smart Grid, global Customer Relationship Management (CRM) vendors have launched new features to support social CRM and expand new markets through an on-demand model.
"According to Gartner Inc, this year the CRM market will reach $10 billion (320 billion baht), a 5.5 percent growth from 2009, and will grow by 6.7 percent in 2012. The industry grew by only one percent due to economic downturn.
"Malone said that in the past few years there has been single-digital growth, and that the market experienced two-digit growth before the crisis.
"However, social network sites and mobility will make CRM software become critical systems as front office hubs to pull data from internal and external organizations and these technologies are growth drivers of the industry."