In January, CRMGuru.com founder Bob Thompson published his predictions for the year for the CRM industry, including the emergence of corporate performance management and a push for on-demand CRM and customer analytics. Things are a bit different in Russia, where the building blocks of CRM have been laid down—but have not developed into full-blown structures. Here Russian CRM expert Andrey Pavlov proffers his own predictions on key trends in his country.
Russia has entered its fifth year of CRM development, with a steady increase in adoption. According to Gartner Dataquest, the Russian CRM market accounted for $5 million in 2001, $11 million in 2002, $35 million in 2003. In 2004 it was estimated at $50 million (for comparison, consider that the Chinese CRM market amounted to $37 million). Financial and telecommunication sectors with thousands of users remain...
