Cloud-based CRM has become driving force behind customer service
According to Gartner, total worldwide revenue from CRM software totaled $18 billion in 2012, an increase of 12.5 percent from $16 billion in 2011. There are now numerous vendors of CRM products on the market competing for business. The top five software manufacturers, led by Salesforce.com at just over $2.5 billion, made up nearly 50 percent of the revenue, but there were plenty of other vendors hawking CRM products in 2012. The market for CRM has become as deep as it is lucrative.