Multi-function CRM Software: How good is it?
Dick Lee, David J. Mangen, Bob ThompsonISBN: 0967375762;
If you think CRM software is over-priced, too difficult to install and too difficult to operate-you only know the half of it according to a survey base of almost 1,300 CRM software customers. Their input is reported in the 2001-2002 version of the study,"Multi-function CRM: How good is it?" This study is the first objective and statistically valid measurement of buyer reaction to CRM software as a category and their opinion of eight leading brands (FrontRange, Onyx, Oracle, PeopleSoft, Pivotal, SalesLogix, SAP, and Siebel Systems). Here's a sampling of the study findings: Siebel is not the CRM software industry customer satisfaction leader. CRM systems by ERP vendors Oracle and SAP may be causing more problems than they solve. CRM software customers want simpler systems-but not at the cost of reducing adaptation that provides the functionality they need. Sales and marketing appear more responsible for market share than system performance. CRM vendors aren't...
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