Customer Relationship Management (CRM) emerged onto the enterprise software market at the end of the 1980s and currently enjoys a global market size of $ 11 billion growing at 8.9% p.a. [Gartner]
Over the 20 years of its existence it has increased in functionality, changed in emphasis and today sometimes even tries to deny that it is CRM! Currently it can encompass Sales Force Automation (SFA), Marketing Automation, Territory Management, Call Centre Management etc. etc.