CRM供应商在线服务支持排名
作者： Customer Respect Group
责任编辑： 阚智
来源： 《电脑商情报》
时间： 2006-05-22 23:05
Customer Relationship Management (CRM) software vendors scored below average overall on how they treat customers online, but scored particularly poorly on communications with customers, according to a Customer Respect Group Second Quarter 2006 Online study. This study was sponsored by Select Selling, an On-Demand Sales Methodology Company.
According to Terry Golesworthy, president of The Customer Respect Group, "CRM vendors were surprisingly poor communicating with the web visitor, something that goes against the message they communicate. The fact that 27 percent of email questions were ignored completely is an amazing statistic for the industry; a cynic might suggest that internal CRM systems are poor. How CRM vendors treat their own customers is a leading indicator as to how well they understand the customer relationship."
Overall, CRM vendors faired below average compared to other industries with an industry rating of 5.6 out of 10 (versus 5.7 for all industries). Particularly poor was communications with customers, with an industry score of just 4.1 out of 10.
Vendors were grouped into those that install software on customers' premises (On-Premises) and those that supply an ASP/remote-based solution (On-Demand). On-Premises vendors did better on website usability but struggled with trust issues. The On-Demand vendors had an opposite set of results: they were strong on trust-related issues but site usability was a concern.
Of 15 top CRM vendors, none were ranked "excellent". Six had overall ratings of "good", led by Salesforce.com.
The Customer Respect Group - CRM vendors and their overall CRI ratings (max of 10), for second quarter 2006
* Salesforce.com: Type: On-Demand; Index Rating: 6.7
* RightNow Technologies: Type: On-Demand; Index Rating: 6.6
* SAP: Type: On-Demand; Index Rating: 6.4
* Maximizer Software: Type: On-Premises; Index Rating: 6.2
* 5th rank tie: Oracle: Type: On-Premises; SalesNet: Type: On-Demand; Index Rating: 6.1
* FrontRange Solutions: Type: On-Premises; Index Rating: 5.8
* Pivotal: Type: On-Premises; Index Rating: 5.6
* NetSuite: Type: On-Demand; Index Rating: 5.5
* Microsoft: Type: On-Premises; Index Rating: 5.2
* AmDocs: Type: On-Premises; Index Rating: 5.1
* Siebel/Oracle: Type: On-Demand; Index Rating: 4.9
* Sage: Type: On-Premises; Index Rating: 4.7
* Sugar: Type: On-Demand; Index Rating: 4.5
"The 2006 Online Customer Respect Survey underscores that a company's respect for its customers' time, responsiveness to information requests and efforts to build mutual trust between a brand and its customers are still the basic tenets of successful customer relations -- adhering to these principles ultimately affects sales effectiveness,” said Dave Stein, CEO & founder of ESResearch Group (www.ESResearch.com), a leading independent sales effectiveness advisory firm. “The universal reach of the Internet presents myriad opportunities for companies to touch customers in many new ways to build brand integrity, customer trust, faster interactive communications and more. For these reasons, it's critical for business leaders to fully embrace feedback about online customer experiences and respond accordingly to maximize future customer relations to its fullest potential and streamline their customers' future purchase decisions in the company's favor."
According to Terry Golesworthy, president of The Customer Respect Group, "CRM vendors were surprisingly poor communicating with the web visitor, something that goes against the message they communicate. The fact that 27 percent of email questions were ignored completely is an amazing statistic for the industry; a cynic might suggest that internal CRM systems are poor. How CRM vendors treat their own customers is a leading indicator as to how well they understand the customer relationship."
Overall, CRM vendors faired below average compared to other industries with an industry rating of 5.6 out of 10 (versus 5.7 for all industries). Particularly poor was communications with customers, with an industry score of just 4.1 out of 10.
Vendors were grouped into those that install software on customers' premises (On-Premises) and those that supply an ASP/remote-based solution (On-Demand). On-Premises vendors did better on website usability but struggled with trust issues. The On-Demand vendors had an opposite set of results: they were strong on trust-related issues but site usability was a concern.
Of 15 top CRM vendors, none were ranked "excellent". Six had overall ratings of "good", led by Salesforce.com.
The Customer Respect Group - CRM vendors and their overall CRI ratings (max of 10), for second quarter 2006
* Salesforce.com: Type: On-Demand; Index Rating: 6.7
* RightNow Technologies: Type: On-Demand; Index Rating: 6.6
* SAP: Type: On-Demand; Index Rating: 6.4
* Maximizer Software: Type: On-Premises; Index Rating: 6.2
* 5th rank tie: Oracle: Type: On-Premises; SalesNet: Type: On-Demand; Index Rating: 6.1
* FrontRange Solutions: Type: On-Premises; Index Rating: 5.8
* Pivotal: Type: On-Premises; Index Rating: 5.6
* NetSuite: Type: On-Demand; Index Rating: 5.5
* Microsoft: Type: On-Premises; Index Rating: 5.2
* AmDocs: Type: On-Premises; Index Rating: 5.1
* Siebel/Oracle: Type: On-Demand; Index Rating: 4.9
* Sage: Type: On-Premises; Index Rating: 4.7
* Sugar: Type: On-Demand; Index Rating: 4.5
"The 2006 Online Customer Respect Survey underscores that a company's respect for its customers' time, responsiveness to information requests and efforts to build mutual trust between a brand and its customers are still the basic tenets of successful customer relations -- adhering to these principles ultimately affects sales effectiveness,” said Dave Stein, CEO & founder of ESResearch Group (www.ESResearch.com), a leading independent sales effectiveness advisory firm. “The universal reach of the Internet presents myriad opportunities for companies to touch customers in many new ways to build brand integrity, customer trust, faster interactive communications and more. For these reasons, it's critical for business leaders to fully embrace feedback about online customer experiences and respond accordingly to maximize future customer relations to its fullest potential and streamline their customers' future purchase decisions in the company's favor."
