■ CRM solutions are widely adopted, and buyers plan to increase investment. In fact, 50% of the 556 North America and European large organizations we recently surveyed have implemented a CRM solution (a marketing, sales, or customer service application). An additional 23% have plans to adopt a CRM solution within the next 12 to 24 months.
■ Consolidation alters the vendor landscape. In response to the demand for solutions that support the cross-channel, end-to-end customer journey that defines the quality of the experience an organization delivers, large CRM vendors such and Oracle, SAP, and salesforce.com have acquired direct competitors or have snapped up companies in adjacent spaces to broaden the range of their offerings.