Increasingly small to mid-size businesses are adopting CRM solutions and the percentage of CRM functionality they use is higher than one might have anticipated, according to the results of a May survey conducted by research firm ITIC, which polled over 200 SMBs.

Seventy-four percent of the survey respondents indicated they have a CRM platform, and 52% of them said their companies use at least 50% of the solution's functionality. Additionally, half of the survey respondents said they are analyzing requirements or evaluating (new or upgraded) CRM solutions with an eye toward adoption; and another 20% plan to install a CRM solution within the next six to 12 months. Twenty-six percent of the respondents said they've used a CRM solution for over 10 years and 26% of the survey participants said they were not currently using a CRM solution.

The survey, which was commissioned by OSF Global Services, also looked at CRM deployment trends, timetables and specific vendor products; issues that propel and/or impede CRM deployment and usage; the types of CRM deployed-on-premise, SaaS, cloud or a hybrid; and the benefits the company as well as its customer derived from a CRM solution.

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