Gartner : Put Strategic Emphasis on CRM

http://www.itp.net/news/539910-gartner-says-companies-need-to-put-more-strategic-emphasis-on-crm

Spending on CRM also tends to focus on specific areas, with 70-80% of CRM spending going to campaign management, sales force automation (SFA), and contact centre and call centre operations.

These are the most used features. We are working on enhancing Zoho CRM to cater to these. The experience while using these features too is being addressed. So keep your fingers crossed. You may just about see them happening shortly.

The main issues for companies looking to get the most from CRM investment going forward will be to ensure integration of different silos of CRM, between operational, analytic and collaborative applications, to address systems as one strategic whole, according to Dunne.

One can actually try and combine their zohocrm data with zoho db and get the strategic reports out. We are working on getting the SSO done which will make life a lot easier.
Right now, one will have to export out of zoho crm and import into zoho db to get their reports.

I use zoho db and it is amazing. I think it will be a great integration to have once it is ready.

Businesses can also use CRM to provide a competitive edge in a declining economy, in three key areas: price execution and deal management to help manage sales negotiations; price analytics to optimize pricing and charge more where possible, and relationship management and account management to identify the most lucrative customers.

This is very important. The last point was a no-brainer. If it is not done, one may as well close shop right now! One can do these analytics using zoho db too.
It will be interesting to see how people customize their CRMs to handle the first 2 points. Generally only the "deal management to help manage sales negotiations" part is done in CRM.

Gartner warned that it expects to see consolidation among CRM vendors over the next twelve months, with as many as thirty vendors expected to cease trading in 2009, and urged companies to consider vendor viability before entering into any new projects. The CRM market will continue to expand however, with more competition between the cheaper CRM offerings, and ongoing development of niche CRM for certain verticals, or specialized functions.

This is the real impact. So do consider the viability of the service provider. He may just about disappear like the dinosaurs only that you will know WHY they did disappear this time!

Zoho is building a wide variety of services to ensure that one is able to provide end-to-end support for all enterprise needs. We are here for the long run. So you can safely consider Zoho for any enterprise needs.

Shankar

Gartner : Put Strategic Emphasis on CRM

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