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| Tech Update CRM |
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CRM vendors don't walk the talk
By David Sims
October 29, 2001
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Issues about implementation, pricing, and customer focus reveal that perhaps no one needs CRM more than the CRM industry itself, according to a new study designed to gauge satisfaction levels among users of CRM software.
Undercutting CRM vendors' claims of high customer satisfaction with their software, the findings reported in the study--"Multi-function CRM software: How good is it?"--indicate that CRM users are not very satisfied with CRM software.
"Very low scores for customer focus indicate that CRM software vendors aren't achieving what their products are designed to help customers achieve--building strong bonds with customers," the study says. "Placing more emphasis on closing deals than on relationship building is the root cause."
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All eight of the CRM vendors evaluated--GoldMine(now part of FrontRange Solutions), Onyx, Oracle, PeopleSoft, Pivotal, SAP, SalesLogix, and Siebel Systems--fared poorly in the survey. Oracle and SAP finished last, with mid-market player SalesLogix receiving the highest of what is considered a low overall score.
The study was published earlier this month by CRMGuru.com, High-Yield Marketing, and Mangen Research Associates.
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