The CRM Software REPORT separates the contenders from the pretenders and identifies the top rated vendors. CRM software evaluations break out key findings for each of the three primary CRM functions of Sales Force Automation (SFA), Marketing and Customer Support. Providing recommendations within the context of company size, budget, business requirements and even country provide additional perspectives that go beyond simple product comparisons. With each CRM software category, we also drill down into the most influential factors which separate great CRM systems from the rest of the pack.
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CRM 2.0 & Web 2.0
We've noticed a clear and promising trend toward Web 2.0 technologies by the most forward thinking CRM application vendors. While many of these social media and collaboration tools are still in the design, development or early release phases, it's clear that CRM systems are incorporating new technologies (such as AJAX) to align themselves with several key Web 2.0 applications such as social networks, RSS syndication, wikis, blogs, podcasts, mashups, content tagging, forums and knowledge-bases. Web 2.0 and CRM promise to be a strong combination in growing customer advocacy and loyalty. |
The Next CRM Smart Ideas
In our regular CRM vendor discussions, we're also being told of new capabilities which promise further product differentiation, reduced TCO (total cost of ownership) and measurable ROI (return on investment) improvements. While most of these new capabilities focus on the end user experience, several also provide significant benefits to system administrators, database administrators, help desk analysts and IT (Information Technology) support staff. Subject to our normal CRM software evaluation process and clear demonstration of ROI, we're certain many of these new enhancements will make it to version 10. |
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