CRM is not a small market. Nor is it a niche sequestered away in a corner of the larger CRM market. CRM is a $13.045 billion industry in 2012, and it will grow to $16.694 billion in 2015, according to Gartner. No matter how you look at things, that's a lot of money. With a projected growth of nearly 30 percent in three years, it would be easy to assume that CRM has achieved significant penetration. But looking at the larger numbers suggests that CRM's market penetration is still tiny. Perhaps that depends on how you define "market." 
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