Social customer relationship management (CRM) is an emerging trend in the enterprise 2.0 space. This Fast Forward Blog discusses recent Gartner predictions that CRM will encompass approximately eight percent of all CRM spending in 2012.
"By 2015, one-third of spending on new CRM software will be SaaS, Gartner predicts. In 2009, 24 percent of the CRM software market was delivered by SaaS, and this rose to more than 26 percent in 2010, up from virtually zero in 1999.
"Gartner also says by 2013, spending on social software to support sales, marketing and customer service processes will exceed $1 billion worldwide. This compares with Gartners forecast of more than $12 billion for overall spending on CRM software in 2012, means that social CRM will encompass approximately eight percent of all CRM spending in 2012, up from approximately four percent in 2010."