Gartner: CRM Spending to Reach $76.3 Billion in 2005 Staff

Updated · Mar 07, 2001

STAMFORD, CT–Worldwide customer relationship management (CRM) spending will reach
$76.3 billion in 2005, up from $23 billion in 2000, according to Gartner, Inc. The firm's
analysts say that to be successful in business, a CRM strategy is essential and executives
must understand and leverage technologies across all customer channels.

At its CRM Spring Summit 2001, being held March 19 – 21 at the Chicago Marriott
Downtown, Gartner says analysts will discuss their latest research and outlook for CRM in
order to help executives create and execute successful CRM business strategies.

“Customer loyalty has always been valuable, but today it is vital for success,” said Rob
DeSisto, Gartner vice president. “CRM is a business strategy and any notion of applying
technology to customer relationships will fail unless business executives
understand clearly the key decisions they must make.”

The keynote speaker will be Fred Reichheld, author and Bain and Company fellow. According to
Gartner, he will discuss how the Internet has changed the rules of loyalty. Reichheld is
the author of “The Loyalty Effect.”

For further information on CRM Spring Summit 2001, go to or
call 1-800-778-1997.

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