Analysis of how CRM Providers have been Developing their Products to Meet the Demands of the Marketplace.DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c42914 ) has announced the addition of Customer Relationship Management Market Assessment 2006 to their offering. In 2005, there was a resurgence of interest in customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ), with commentators, as they had in the late 1990s, reiterating that CRM is about more than technology Co it is about putting the customer at the heart of the business. However, a new phrase has entered the CRM lexicon Co customer experience management (CEM CEM contagious equine metritis. CEM selective medium chocolate agar made with Eugon agar and 5% horse blood; used to cultivate Taylorella equigenitalis. ) Co in order to describe the strategy, as opposed to the technology that facilitates the execution of the strategy. This Market Assessment report is concerned with the technology; technology providers have moved on, have been developing their products to embrace the demands of the marketplace. Those demands include: technology that can link the core CRM applications of customer service, sales and marketing with other applications at play in the organisation; technology that can reduce costs; and technology that can be accessed over the Internet. The largest surge has been towards the technology that can be accessed via the Internet, with pioneers in this field, such as salesforce.com, being joined by other major vendors (such as Siebel and SAP) taking advantage of the wider availability of broadband, with their own online offerings. The terminology has changed in the past few years too, from application service provider (ASP), which referred to systems hosted on vendors' own servers rather than those installed within the client company, to Software as a Service (SaaS), or hosted solutions, which means the same thing. Hosted solutions are ideal for smaller companies; rather than incurring enormous set-up, installation, training and maintenance costs Co as well as having to pay licence fees for each user Co they simply pay for access to a system designed for them but hosted elsewhere. These advances mean that the profile of the marketplace has changed. The distinctions between those offering enterprise resource planning See ERP. (application, business) Enterprise Resource Planning - (ERP) Any software system designed to support and automate the business processes of medium and large businesses. (ERP (Enterprise Resource Planning) An integrated information system that serves all departments within an enterprise. Evolving out of the manufacturing industry, ERP implies the use of packaged software rather than proprietary software written by or for one customer. ) applications and those offering CRM applications have blurred, as developers in each field have extended their offerings. With all major vendors also making forays into the hosted arena, the distinctions are continually made less clear. There are fewer competitors in the market than previously. Barriers to entry are high and, of the plethora of CRM vendors that emerged in the early part of the century, many have either been swallowed up by larger players or have gone into administration. The market is consolidating: Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. Co for so long the CRM touchstone Co was acquired by Oracle early in 2006; other major vendors have also lost their independence to global corporations. The emergence of new markets Co in China especially Co is one of the key drivers of the mergers discussed in this report. Consolidation strengthens the market, and merged companies can perform better in a global market. Another driver in the CRM market is the emergence of Microsoft, with its own solutions aimed very much at smaller companies. Microsoft CRM provides developers with a platform upon which they can build their own branded solutions for their own niche markets, but it also provides small to medium enterprises (SMEs) with the means to improve their own services and compete against larger rivals. In addition, Microsoft works An integrated software package for Windows and the Macintosh from Microsoft. It provides file management with relational-like capabilities, word processing, spreadsheet, business graphics and communications capabilities in one package. with established CRM and ERP vendors A list of Enterprise resource planning (ERP) vendors. ERP vendors by revenue The largest vendors worldwide in 2005 according to Gartner Dataquest: Market share 2005 according to Gartner Dataquest[1] # Vendor Revenue (million $) Market share so that CRM applications can interact with Microsoft desktop and office applications, allowing data from CRM applications to be viewed through, for example, Microsoft's Outlook. Wireless technology has also advanced, affording greater access to CRM systems while users are mobile. Advances in Internet telephony Another term for IP telephony and VoIP. In the late 1990s, some people made a distinction between Internet Telephony and VoIP: Internet telephony referred to voice over the public Internet, while VoIP referred to voice over private IP networks. and broadband technology broadband technology Telecommunications devices, lines, or technologies that allow communication over a wide band of frequencies, and especially over a range of frequencies divided into multiple independent channels for the simultaneous transmission of different signals. have meant that developers have been able to advance voice over Internet protocol See Internet and TCP/IP. (networking) Internet Protocol - (IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. (VoIP) to the point where real cost savings can be made, especially in the call centre. Early CRM evangelists insisted that CRM was not a passing management fad and that it would change forever the way companies did business. The early adopters provided the testing beds for technology that had not yet reached its potential, but the high cost of implementation did not provide the size of return investors in this technology were looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. . CRM went back to the drawing board and it is still developing. However, it is now clear that the early CRM evangelists were right about the potential of this technology. Topics Covered Executive Summary 1. Introduction 2. Strategic Overview 3. Market Leaders 4. CRM Support Services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services 5. An International Perspective 6. PEST Analysis 7. CRM Roundtable 8. Company Profiles 9. The Future 10. Consumer Confidence 11. Further Sources Companies Mentioned - AMDOCS LTD LTD 1 Laron-type dwarfism 2 Leukotriene D 3 Long-term depression, see there 4. Long-term disability - Antenna Software Inc - Avaya Inc - Communispace Corporation - Datanomic Ltd - Evoxus Ltd - FrontRange Solutions USA Inc - FRONTRANGE SOLUTIONS USA Inc - INFOR GLOBAL SOLUTIONS Infor Global Solutions is a privately held U.S. software company that specializes in enterprise software[1] ranging from financial systems and resource planning to the supply chain and customer relationships. - Informatica Corporation - Interactive Intelligence Inc - InvisibleCRM - Kana Software Inc - Kingdee International Software Group Company Ltd - Maximizer Software Inc - Microsoft Inc - NetSuite Inc - Oracle Corporation - ORACLE CORPORATION - Powerise Information Technology Co Ltd - RightNow Technologies Inc - Sage Group PLC - salesforce.com - Salesnet Inc - SAP AG - Saratoga Systems Inc Co Apresta - SAS Institute Inc - Softlab Ltd - SPSS A statistical package from SPSS, Inc., Chicago (www.spss.com) that runs on PCs, most mainframes and minis and is used extensively in marketing research. It provides over 50 statistical processes, including regression analysis, correlation and analysis of variance. Inc - SSA Global - SugarCRM Inc - Teradata Corporation - ThinkAnalytics Ltd - UFIDA Software Co Ltd - Vettro Corporation For more information visit http://www.researchandmarkets.com/reports/c42914 |
|
||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion