The Changing Nature of CRM
Posted by TimSlavin at May 26, 2004
"Siebel may have picked a great time to make its move. According to a forecast released Tuesday by market researcher IDC, the prevailing method of selling software--offering a perpetual license to a package of software, as Siebel has traditionally done--is in decline. At the same time, selling software subscriptions--the Salesforce model being one example--will grow.
IDC predicted that sales of software sold through subscription licensing will grow at a 16.6 percent annual clip from 2003 through 2008 to reach $43 billion, while the traditional system of perpetual licenses will see a drop each year of 0.3 percent."
Some useful research data about hosted Customer Relationship Management (CRM) trends. From CNET.
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Comments
One of the forces driving the growth in online CRM is the need for mid-sized companies to adopt real-time marketing and sales processes.
Just think where airlines, banks, and FedEx would be without a real-time network connecting all customer touchpoints with marketing and operations.
The stand-alone CRM products are great for workgroups at a single location. However, a field salesperson needs to see which Web pages a prospect viewed, check that the warehouse is packing a customer's order, and collaborate with marketing on a proposal -- all in real-time.
We're seeing that real-time marketing and sales allows mid-sized companies to win against large competitors where it affects revenue the most -- managing the customer relationship.
Posted by: Cliff Allen at May 26, 2004 07:03 PM
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