CRM spending reached $26.3 billion in 2016, up from $23.4 billion in 2015, an increase of 12.3 percent, according to Gartner. The top five vendors account for 45 percent of the market, Gartner says. Despite this, solutions that aim to bolster the performance of CRM systems are popular.
This may be due to a disconnect in how management and sales representatives view CRM.
