Scoial CRM 8% of Total in 2012

By 2013, spending on social software to support sales, marketing and customer service processes will exceed $1 billion worldwide, out of a total of about $12 billion in spending for all CRM, according to Gartner. Social CRM will represent approximately eight percent of all CRM spending in 2012, up from approximately four percent in 2010.

By 2015, a third of spending on new CRM software will be delivered using software as a service, and hosted in the cloud.

In 2009, 24 percent of the CRM software market was delivered by SaaS, and this rose to more than 26 percent in 2010, up from virtually zero in 1999. By 2015, Gartner forecasts that 32 percent of the CRM software market will be delivered by SaaS.

Gartner Says Spending on Social Software to Support Sales, Marketing and Customer Service Processes Will Exceed $1 Billion Worldwide By 2013