CRM Application Suites to Provide 90% of Required Ecosystem Capabilities by 2005, Says META Group; METAspectrum Evaluation of CRM Suite Market Released Today.Business Editors STAMFORD, Conn.--(BUSINESS WIRE)--April 8, 2003 META Group, Inc. (Nasdaq:METG METG Military Effects Test Group ), today announced the availability of its newest METAspectrum(SM) evaluation for the CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. application suite market -- comprising operational, analytical, and collaborative applications that help organizations manage and optimize their customer relationships. CRM suites enable users to manage customer-related information and data; automate front-office business processes across sales, marketing, and service; optimize customer transactions and interactions; and understand customer behavior patterns. "CRM application suites provide a valid and compelling means of jump-starting a broad range of CRM technology initiatives," says Steve Bonadio, senior program director with META Group's Enterprise Application Strategies. "Organizations must rationalize ra·tion·al·ize v. 1. To make rational. 2. To devise self-satisfying but false or inconsistent reasons for one's behavior, especially as an unconscious defense mechanism through which irrational acts or feelings are made to appear the expanding importance of CRM suites within their CRM portfolios and to the extended enterprise at large, while gaining a clear understanding of market dynamics, economic impact, and the tumultuous vendor landscape." This year, continued economic pressure will force organizations to refocus Verb 1. refocus - focus once again; The physicist refocused the light beam" focus - cause to converge on or toward a central point; "Focus the light on this image" 2. CRM programs on "tactical" strategy, which entails smaller, incremental Additional or increased growth, bulk, quantity, number, or value; enlarged. Incremental cost is additional or increased cost of an item or service apart from its actual cost. investments with accelerated time-to-value. Concurrently, technical and budgetary challenges will impede CRM upgrades and efforts to consolidate disparate CRM applications and information. However, within the next couple of years, CRM will re-emerge as a non-discretionary initiative, focused on business transformation and revenue attainment, while CRM application suites will evolve to provide 90% of required ecosystem capabilities. Key Findings and Guidance This evaluation looks at 10 vendors: Amdocs, Chordiant, E.piphany, Kana (Japanese) kana - The two Japanese syllabaries, hiragana and katakana. , Onyx onyx (ŏn`ĭks), variety of cryptocrystalline quartz, differing from agate only in that the bands of which it is composed are parallel and regular. , Oracle, PeopleSoft, Pivotal, SAP, and Siebel. Our analysis reveals that vendors must excel equally in presence and performance to succeed. Key presence criteria include awareness and reputation, vision and strategy, industry focus, and business drivers, whereas key performance criteria include technology and products, financials, pricing, and execution. CRM purchase influencers are spread throughout the organization, risk tolerance Risk Tolerance The degree of uncertainty that an investor can handle in regards to a negative change in the value of their portfolio. Notes: An investor's risk tolerance varies according to age, income requirements, financial goals, etc. is low, process and technology integration requirements are significant, and adjacent vendors can enter -- though not necessarily succeed in -- the market. Despite a challenging 2002 for the CRM sector, CRM excellence continues to require close consideration of people, process, information, and technology. CRM application suites provide a broad range of technologies to support implementation of customer life-cycle patterns and CRM processes across the organization. However, organizations must understand their unique requirements relative to the customer life cycle and tailor the CRM technology decision accordingly. Value to the organization continues to be the currency by which CRM success must be judged. To learn more about the METAspectrum methodology, visit www.metagroup.com/metaspectrum or call (800) 945-META (6382). About META Group META Group is a leading provider of information technology research, advisory services advisory services advisory services provided to the public, in their capacity as owners and managers of animals, are an important part of veterinary science. They may be provided by government bureaux, by commercial companies who deal in pharmaceuticals or animals or animal , and strategic consulting. Delivering objective and actionable guidance, META Group's experienced analysts and consultants are trusted advisors to IT and business executives around the world. Our unique collaborative models In psycholinguistics, the collaborative model(or conversational model) is a theory for explaining how speaking and understanding work in conversation, specifically how people in conversation coordinate to determine definite references. and dedicated customer service help clients be more efficient, effective, and timely in their use of IT to achieve their business goals. Visit metagroup.com for more details on our high-value approach. |
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