Hosted customer relationship management (CRM) is
competing with traditional licensing as the most popular delivery
method for applications.
Sales of hosted CRM doubled last year according to a report from
AMR Research, as customers recognised the benefits of having CRM
delivered over the web rather than installing licensed software
on-site.
“The hosted model has reinvigorated a market that failed to grow
over the past several years,” comments Rob Bois, senior research
analyst at AMR Research.
“The hosted category has changed the whole perception of
customer management, with faster implementations, quicker time to
value, and easy customisation.”
Overall, the market grew 10%, with outstanding performances from
two hosted CRM companies: RightNow Technologies and Salesforce.com,
with 97% and 87% growth respectively.
Despite these impressive performances, traditional licence CRM
supplier SAP secured 30% growth rate to topple Siebel from the
number one spot.
