Multi-function CRM Software: How good is it? [Spiral-bound]

David J. Mangen (Author), Bob Thompson (Author), Dick Lee (Author)

Book Description

Publication Date: October 3, 2001

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. Their input is reported in the 2001-2002 version of the study, "Multi-function CRM: How good is it?" This study is the first objective and statistically valid measurement of buyer reaction to CRM software as a category and their opinion of eight leading brands (FrontRange, Onyx, Oracle, PeopleSoft, Pivotal, SalesLogix, SAP, and Siebel Systems). 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.

And beyond these highlights, the study delves into a whole range of issues from what CRM buyers are really asking for to vendor marketing strategies. After reading all the pertinent information in the study, you'll be prepared to:

Be alert to problem areas with CRM software.

Separate fact from fiction in vendor sales presentations.

Ask pointed questions.

Obtain the right commitments.

Get the system you need, not what software vendors want to sell you.

If you're selecting CRM software, this study with over 100 pages of valuable information can help you avoid the huge financial and human resource waste that results from inappropriate software selection and give you tools to see through "sales fluff" to find software that really meets your needs.

Editorial Reviews

Review

The results of the recent Multi-function CRM Software satisfaction study should serve as a wake up call. -- Chris Selland, CRM.Talk, November 2001

This study is of tremendous value to anyone considering making an investment in CRM technology. -- Jim Dickie, CRMGuru, October 2001

Undercutting CRM vendors' claims of high customer satisfaction...the study indicates that customers are not very satisfied. -- David Sims, ZD Net, November 2001

About the Author

High-Yield Marketing Principal Dick Lee is among the founders of the relationship marketing movement, dating back to the early 1980s, and among the first to take CRM beyond traditional sales automation and call center boundaries. In addition to maintaining a very active consulting calendar, Dick is a popular speaker-traveling internationally to deliver keynote addresses and workshops at CRM gatherings-and a best selling author. His writings include The Customer Relationship Management Survival Guide, the latest of four books, and two monthly columns-Reality Check for "CRM" magazine and You Betcha for "CRM Guru." He's also working on a new book titled, What Part of "Customer" Don't You Get?

Mangen Research Associates founder and President David Mangen. Ph.D. is known as a "researcher's researcher." His background includes a stint as a professor of research methods and statistics at the University of Southern California, Dr. Mangen is one of the country's leading experts on using statistical modeling approaches such as LISREL(tm) and conjoint analysis, and has developed alternative methods that enhance conjoint studies conducted via telephone. He is the author of six books, including the internationally respected Research Instruments in Social Gerontology (University of Minnesota Press) series and Customer Retention: Maximizing Customer Lifetime Profitability (Sheshunoff / Thomson Financial), as well as numerous research articles on research methods and statistical modeling.

CRM Guru founder and Publisher Bob Thompson is also President of parent company Front Line Solutions, an independent CRM consulting and research firm. Mr. Thompson is a leading authority on the role of CRM in the extended enterprise, specializing in emerging strategies and technologies for Partner Relationship Management (PRM) and Collaborative eBusiness, an emerging trend that is the fusion of eCRM, PRM, and work team collaboration tools. Mr. Thompson is also the editor and publisher of CRM.Insight, an award-winning CRM newsletter published since mid-1998, and is working on new book on Collaborative eBusiness.

Product Details

• Spiral-bound: 107 pages
• Publisher: High-Yield Marketing Press (October 3, 2001)
• ISBN-10: 0967375762
• ISBN-13: 978-0967375762
• Amazon Best Sellers Rank: #10,304,426 in Books (See Top 100 in Books)