By Kevin Tea
Worldwide customer relationship management (CRM) software totaled $20.4 billion in 2013, up 13.7 percent from $18 billion in 2012, according to Gartner, Inc.
“High levels of end-user investment in digital marketing and customer experience initiatives were the primary growth drivers of the market in 2013,” said Joanne Correia, research vice president at Gartner. “CRM will be at the heart of digital initiatives in coming years. This is one technology area that will get funding because digital business is critical for companies to remain competitive.”