-->
Get CRM Media in your inbox -
Sign up for free
toggle menu
Home
Subscribe
CRM
Magazine
CRM eWeekly (e-Newsletter)
News
CRM Featured Articles
CRM Across the Wire
In Depth
Features
ViewPoints
Case Studies
Columns
Insight
Blog
Customer Service
Marketing
Sales
More Topics
Analytics
Big Data CRM
Channel Management
Cloud-based CRM
Enterprise CRM
Integration
Mobile
SMB/Mid-market CRM
Social CRM
Topics
Industries
White Papers
Best Practices Series
Reports & Research
Resources
CRM Buyer's Guide & Directory
Current Issue
Previous Issues
Market Awards
Service Awards
Jobs
Webinars
Events
CX Connect 2023
CRM Evolution Conference
Smart Customer Service Conference
SpeechTek
Digital Experience Conference
About
What Is CRM?
About Us
Contact US
How to Advertise
Getting Covered
Editorial Calendar
Reprints
May 1, 2006
destinationCRM Dashboard
It's Siebel in the Service and Support Leader Corner Siebel Systems is once again the sole vendor in the leader quadrant in Gartner's "Magic Quadrant for CRM Customer Service and Support (CSS) Applications, 2006." Gartner states that Siebel's Version 7.7 continues to demonstrate the highest complexity and broadest functionality in the industry, and is the only system in the market to demonstrate the ability to support large-scale implementations. Michael Maoz, vice president and research fellow at Gartner, says that if Siebel wants to remain the leader of this market, it must focus on delivering more intelligence to the desktop by "delivering decision support for the interaction with that customer."
CRM Will Sustain Its Uptake The CRM software license segment is maintaining a stretch of moderate growth, continuing its rebound after suffering a skid in 2003, according to Gartner's "Forecast: CRM Software, Worldwide, 2005-2010." License revenue grew by 4.8 percent in 2005 (based on early reporting); this preliminary figure is up from initial forecast quotes of 2.7 percent, and equates to $3.6 billion in 2005.
SAS Buys a Build Out in the MRM Market SAS Institute has acquired Veridiem, a privately held company in Maynard, MA, which provides marketing resource management (MRM) software. The acquisition is intended to augment SAS's Customer Intelligence product line, the company's enterprise marketing management solution. The product line focuses on marketing automation, event-based marketing, campaign optimization, and Web analytics, but Veridiem's software provides feedback across a broader spectrum. "We do a lot of work with marketing and marketing automation," says Jim Davis, senior vice president and CMO of SAS Institute. "Veridiem optimizes a company's entire marketing efforts, across the board, including trade promotion and public relations." The acquisition is a good fit, because SAS has a strong partnership with Aprimo, which competes directly with Veridiem in the MRM market.
Decisions, Not Data, Drive CRM Improvements Companies should employ analytics and use the information to make business changes to benefit from continual improvement on CRM projects, Gartner research director Gareth Herschel told attendees at the Gartner Business Intelligence Symposium 2006 in Chicago early in March. Companies should perform analysis in the context of decisions, not in the context of data, according to Herschel. Collecting data alone does little, and even analysis of the data is a waste of time unless an enterprise uses the analysis to drive business decisions.
Siebel and SAP Dominate Western European CRM Siebel and SAP dominate the majority of industry verticals throughout Western Europe, according to a recent study by IDC. "Western European CRM Applications Vertical Competitive Analysis, 2005" also found that the Western European CRM applications market has reached $2.55 billion. Five countries, France, Germany, Italy, Spain, and the United Kingdom, comprise 72 percent of the total market.
Mobile CRM Is Warming Up for Spring Several recent deals have invigorated the mobile CRM market. In mid-February SugarCRM joined with Sona Mobile Holdings to enable wireless access to the popular open-source CRM software, and Sage Software and Vodafone announced a partnership to develop the ACT! Mobility Suite for Australia. These announcements, along with recent product launches and research reports, suggest that mobile CRM will be a compelling argument in 2006.
(For the full stories and more news, visit destinationCRM.com)
Free
for qualified subscribers
Subscribe Now
Current Issue
Past Issues
Best Practices Series
Contact Center Transformation with AI and Automation
Digital-First Customer Service in a Human World
Top 6 2024 Customer Experience Megatrends – What to Prioritize Now
More
CRM Web Events
Let's Get CX AI Ready: Shoot for 3 Practical Ways to Score CX Points
Coming May 01, 2024
Beyond ChatGPT: Navigating the New Era of CX AI
Coming May 08, 2024
CDPs: Boosting Service, Marketing, and Sales
Coming May 29, 2024
Contact Center Transformation with AI and Automation
Coming June 12, 2024
How AI-Assisted Self-Service Can Transform Your CX
Coming June 26, 2024
More Web Events
Reports & Research
Not All AI Copilots Are Created Equal
Designing Your AI-Ready Business
CX Innovation at Scale: Maximize Business Success by Using AI to Futureproof Your CX Activities
More