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On-Demand CRM Services Continue to Take Market Share from Traditional Vendors

Published
  • December 01 2004, 1:00am EST
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On-demand CRM customers are much happier with their vendors than customers of traditional CRM vendors, according to a recent survey of CRM customers conducted by Info-Tech Research Group, a leading technology analyst firm.  78 percent of Salesforce.com (an on-demand CRM leader) customers surveyed are very satisfied with the vendor, whereas only 37 percent of Siebel customers surveyed are very satisfied with their vendor. 

The study also found that 100 percent of Salesforce.com customers were either very likely (67 percent) or likely (33 percent) to recommend the product to their peers.

"These results confirm that although on-demand CRM was born into small- and mid-sized early adopters, it has clearly matured into a mainstream technology that will begin to take significant market share from larger vendors," says Janet White, the lead analyst on the study of 14 leading CRM vendors.  "By the time many of the colossal in-house systems have reached the end of their lifecycle, even the staunchest technical laggards will need to seriously evaluate the on-demand model as part or their organizational CRM strategy."

Info-Tech Research Group is a research and professional services firm focused on providing premium research and advice geared to the specific needs of IT Professionals of mid-sized organizations.

 

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