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The CRM Outlook: Maturing To The Next LevelProduct Type: Market Research ReportPublished by: Business Insights Published: May 2003 Product Code: R162-290 Description ‘CRM has reached a new stage of development making it more strategic and less of a buzzword in the corporate market.’ The CRM Outlook: Maturing to the next level considers the current hot issues surrounding contact center infrastructure, web communications, sales force automation, service and marketing applications, partner relationship management and analytics. The report reveals the main features of CRM software and identifies the traditional and new players in CRM providing comprehensive analysis into why so many CRM initiatives fail. Benefit from expert guidance into what you need to do before embarking or expanding to a full CRM initiative with implementation and best practice guidelines. Furthermore, fully understand why CRM is not just a technology project - as many organizations are finding to their cost.
Table of Contents Executive Summary Market position & overview Technology directions Market directions Web analytics and CRM Implementation & best practice guidelines Selected product & vendor analysis Chapter 1 Market Position & Overview Summary Introduction Market starting to mature Slow growth expected until 2004 Chapter 2 Technology Directions Summary Introduction The 'disconnected' call center Still an important channel More than a technology fix Conclusions From call centers to CRM Call centers software past, present and future Process-based software Process considerations Background noise Faring well REUTERS BUSINESS INSIGHT TECHNOLOGY & eCOMMERCE Pegasystems Chordiant Software E.piphany Kana Onyx Siebel Systems Vendor backgrounds Pegasystems Graham Technology Chordiant Software Unraveling eCRM The two key eCRM elements Why do eCRM? Is the web more than another channel? Proposed architecture for eCRM Two common pitfalls Applying CRM principles to suppliers Collaborative commerce Supply chain management providers eProcurement and sourcing providers Enterprise software providers SAP Other SRM providers Market infancy The core components of SRM Chapter 3 Market Directions Summary Introduction A new PeopleSoft? CRM EPM ESA PeopleSoft EP Towards the future Conclusions Mid-market CRM software vendors Market drivers Mid enterprise Mid-market Small to medium Changing the rules Distribution channels Verticalization Microsoft's mid-market moves Overcoming the CRM backlash Floundering relations Blinkered outlook CRM second wave Integration focus ERP heritage Piecemeal approach Chapter 4 Web Analytics and CRM Summary Introduction Key players Market consolidation Possible acquirers Potential targets Buystream comScore Networks Coremetrics Elytics KeyLime Software Plurimus NetAcumen Sane Solutions TeaLeaf Technology Vividence WebCriteria WebSideStory WhiteCross Market observations & predictions Chapter 5 Implementation & Best Practice Guidelines Summary Introduction Examples from financial services Root problem Profitability - a fresh perspective Implementation guidelines ROI lessons ROI methodology Conclusions Customer perspectives on CRM and portals BBC - an internal ‘knowledge portal’ BOC - an ‘outwardly facing’ portal Extract, transform and load (ETL) tools Data mapping and cleaning ETL database functionality Scalability required Shaping the future Chapter 6 Selected Product & Vendor Analysis Summary AIT Group/Portrait Products CRM Hub Process Engine Workflow Channel Enablers Conversation Modeling CRM Database Data Mart Configuration Suite Platforms CRM Database CRM hub Client Communications Pricing Opinion Strengths Weaknesses Conclusions Graham Technology/GT-X7 Products Architecture Presentation layer Business Process Engine Enterprise Integration Services Toolbox Platforms Clients: Mid tiers: Database: Pricing Opinion Strengths Weaknesses Conclusions Onyx Software/Onyx Enterprise Products Onyx eBusiness engine Onyx Customer Center Platforms Pricing Opinion Strengths Weaknesses Conclusions Oracle CRM Products Architecture Platforms Pricing Opinion Conclusion Pegasystems CRM Products Platforms Pricing Opinion Conclusion Appendix Glossary Index List of Tables Table 3.1: Top 10 causes of CRM failure Table 6.2: Graham Technology contact details Table 6.3: Oracle Corporation contact details Table 6.4: Pegasystems Inc contact details List of Figures Figure 1.1: License revenue of the top eight enterprise applications Figure 2.2: IT architecture of an eCRM system Figure 2.3: The SRM spectrum Figure 2.4: Process management Figure 2.5: ERP and SRM models Figure 6.6: Graham Technology's GT-X architecture |
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