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by CRMGuru.com, High-Yield Marketing, and Mangen Research Associates.
New Study Confirms Your Worst Suspicions.
If you think CRM software is over-priced, too difficult to install, and too difficult to operate, you only know the half of it, according to a survey base of almost 1,300 CRM software customers. The study was motivated by the high failure rates of CRM implementations, reported by analyst firms and the media as reaching up to 70 percent, coupled with the lack of objective third-party information about CRM solutions on the market.
Here's a sampling of the study findings:
- Siebel is not the CRM software industry customer satisfaction leader.
- CRM systems by ERP vendors Oracle and SAP may be causing more problems than they solve.
- CRM software customers want simpler systems?but not at the cost of reducing adaptation that provides the functionality they need.
- Sales and marketing appear more responsible for market share than system performance.
- CRM vendors aren't listening to CRM customers.
The survey should serve as a wake-up call to end user firms and vendors alike. We all need thoroughly analyze the insights the report contains to better understand the reasons behind the low user ratings if we are going to turn CRM project success into less of the exception and more of the norm, says Jim Dickie of Insight Technology Group.
Read more: http://www.crmguru.com/crmstudy/index.html