According to the AMR Research small and midsize business (SMB) IT spending study, 64% of SMBs will increase their IT spending by an average of 5.3% in 2008. The main reasons for this IT budget increase include outside-in pressures such as meeting customer demand and handling increased competition and internal pressures such as increasing efficiencies and decreasing costs.
Currently, SMBs are focusing the majority (49%) of their budgets on applications that help them run their businesses. But applications that support innovation (25%) and growth (26%) are increasingly important as well. The most strategic software investments for 2008 will be in customer management applications (18%), an investment that reflects the increased customer demand many SMBs are facing.
But, according to the report, companies are planning to focus their strategic investments in business intelligence (BI) and performance management (PM) applications in 2010.
More information on the Customer Service and Support industry can be found at www.SupportIndustry.com
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