CRM Featured Article
May 02, 2008
CRM Hits Muscat, Benefits To Follow In a Month
By David Sims
In Muscat, the Khaleej Times is reporting that Muscat Municipality “has launched its new Customer Relations Management (CRM) system.”
The system, “a comprehensive software program,” is set up to connect “the Municipality’s computer network to all departments that provide services to the public, particularly authentication of lease contracts, follow up of health licenses, health and technical inspection, building permits and other licenses,” the report said.
The Times reported that “Abdullah bin Abbas bin Ahmed, Chairman of the municipality, presided over the launch ceremony,” telling reporters that “the new arrangement would enable Muscat Municipality to make use of the latest technology to provide better, efficient and speedier services to the public, while also reducing bureaucracy.”
The chairman estimated that benefits of the new system “will be evident” in a month.
Recently, Gartner (News - Alert) released a study projecting that worldwide customer relationship management software revenue will surpass $8.9 billion in 2008, a 14.2 percent increase from preliminary 2007 revenue estimates of $7.8 billion.
The CRM market is “poised for healthy growth through 2012,” when revenue is forecast to reach $13.3 billion, Gartner says in “Customer Relationship Management Software, Worldwide 2007-2012.”
“The composition of the worldwide CRM market is evolving as vendors continue to extend regionally, increase penetration within existing accounts and gain new clients, offer flexible deployment models, and continue to develop the channel,” said Sharon Mertz, research director at Gartner.
She said software as a service will continue to gain popularity as “an increasingly critical element of buying sourcing strategies,” and will “continue to drive growth through 2012.” She said buyer demand will continue to focus on “applications that provide vertical industry functionality, business analytics and applications provided by best of breed vendors” that deliver specific value.
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.