Wednesday, 7 February 2007

The Evolving Face of CRM

The last year has seen remarkable changes in the CRM software marketplace. The market has been characterised by the consolidation of the leading CRM vendors, witness, Epiphany/Infor Global Solutions, Onyx Software/M2M Holdings, Oracle/PeopleSoft/Siebel while the established business software players have started to turn up the heat. Software-as-a-service (SaaS) deployment options along with open source solutions will inevitably lead companies to rethink their approach to the problem

Forrester recently evaluated 13 applications in the enterprise CRM sector. Siebel and SAP came out on top, but Forrester named a long list of strong contenders, including Infor CRM, Epiphany, Microsoft Dynamics CRM, Onyx CRM, Oracle's E-Business Suite CRM, PeopleSoft CRM and Siebel CRM OnDemand, RightNow, and Salesforce.com.

The firm predicts the market for software and services will reach $10.9 billion by 2010, up from $8.4 billion this year.

Several factors are driving spending. An Accenture survey of CEOs found that their top four priorities were acquiring new customers, increasing customer loyalty and retention, increasing revenue from current customers, and increasing customer service capabilities - sounds like CRM/CEM to me.

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