Executive Summary
There is a conversation that ebbs and flows heralding the demise of categories of technology. One of the favorite tools to meet its grizzly end is CRM. During the rapid rise of digital and web in the 2000s, CRM met an early demise as SaaS solutions drafted a narrative that on-premises salesforce automation (SFA) and CRM tools of the 1990s were dead. Today, it is fair to estimate that on-premises CRM has dramatically shrunk to represent less than 20% of the CRM market.
CRM did not die. It moved.
