EllementK » Blog Archive » Gartner - CRM Services Market Size Forecast

Taking a critical look at market and technology development around the enterprise space.

ellementK: (ĕll'ǝ-mǝnt-kā) noun - A fundamental, essential, or irreducible constituent of a composite entity. Middle English, from Old French, from Latin `elementum`. In this case, also related to the modern French `mentir`, to lie. (adapted from Dictionary.com)
About Eleanor Kruszewski: I'm known variously as Eleanor or Elle. My last name is like that coach from Duke - kru-shef-ski.
Based in Menlo Park, CA, I work for Yahoo! in their Developer Network. The easiest description of what I do is the MBA shin kicker, handling community, marketing, commercial programs and sundry backend stuff.
Disclaimer: I've done big corps, midcorps, and startups, so I overstate and oversimplify as much as anyone else. These opinions are my own, not my employer's.

Process management services dominate other services offerings within CRM
space.

Process mgmt	Development & integration	IT mgmt.	Consulting	SW maintenance support	HW maintenance support
$8.59B	$6.05B	$3.24B	$1.42B	$.73B	$.58B

The market was saturated during 2000-2001 with long term contracts -
which meant early stage revenues trended downwards, while support and
maintenance services trended upwards. The market is cycling up to
support new projects with upfront consulting.
The top tier globabl consulting and SI vendors captured most market
growth (see Gartner’s
CRM Service Providers 2003 Americas Magic Quadrant, Magic Quadrant for CRM B2B Large-Enterprise Suites, 2004, Magic Quadrant
for Worldwide CRM ESPs, 2004

This entry was posted on Monday, March 29th, 2004 at 6:01 pm and is filed under Enterprise IT, Datapoints.

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