In a new report, IT marketing analysis firm Aberdeen Group lists and reviews what it considers the top 10 examples of CRM implementations in 2000. Each award in the report features a case study on the CRM supplier, the customer, and the implementation strategy.
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In conducting research for "What Works: Ten Significant CRM Implementations of 2000", the Boston-based firm reviewed hundreds of examples of CRM implementations to determine what worked and what did not. "We looked for real business problems, their solutions, and concrete return on investment," says report editor and Aberdeen research director Denis Pombriant. "We asked, 'What works in the real world?' because we wanted to
report on more than just vendor market share."
The top 10 list was released in alphabetical order of supplier, rather than a numbered list of placing, because so many factors influenced each decision that direct comparisons would not be realistic. "CRM is made up of very diverse modules--if you want to compare them all, it would be an apples-vs.-watermelons comparison," says Pombriant.
Each case study covers in-depth research of CRM suppliers,
customers, and implementation strategies. The report illustrates CRM market information, the global acceptance of CRM, vertical market orientation and penetration of ASP-based solutions.
Aberdeen chose to examine a mosaic of industries, companies, vendors, business problems, and solution approaches and disregard conventional vendor-oriented yardsticks such as
size, market share, and end-user SIC code.
Honorable mentions include Salesforce.com with Siemens PT&D; Telution with Netifice; and UpShot with Jamcracker.
For more information, go to www.aberdeen.com/top10crm.
--David Kent, destinationCRM.com