The CRM Outlook: Maturing To The Next Level

Transcription

1 Brochure More information from The CRM Outlook: Maturing To The Next Level 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. Contents: <P>The CRM Outlook - Maturing to the next level</p> <P>Executive Summary 10 Market position & overview 10 Technology directions 10 Market directions 11 Web analytics and CRM 12 Implementation & best practice guidelines 12 Selected product & vendor analysis 13</P> <P>Chapter 1 Market Position & Overview 16</P> <P>Summary 16 Introduction 16 Market starting to mature 17 Slow growth expected until </P> <P>Chapter 2 Technology Directions 22</P> <P>Summary 22 Introduction 22 The 'disconnected' call center 23 Still an important channel 24 More than a technology fix 25 Conclusions 27 From call centers to CRM 28 Call centers software past, present and future 29 Process-based software 30 Process considerations 33 Background noise 34 Faring well 35 Pegasystems 35 Chordiant Software 35 E.piphany 36 Kana 36 Onyx 36 Siebel Systems 37 Vendor backgrounds 38 Pegasystems 38 Graham Technology 39 Chordiant Software 40 Unraveling ecrm 40 The two key ecrm elements 41 Why do ecrm? 42 Is the web more than another channel? 43 Proposed architecture for ecrm 44 Two common pitfalls 46 Applying CRM principles to suppliers 47 Collaborative commerce 50

2 Supply chain management providers 53 eprocurement and sourcing providers 54 Enterprise software providers 55 SAP 56 Other SRM providers 56 Market infancy 58 The core components of SRM 58</P> <P>Chapter 3 Market Directions 62</P> <P>Summary 62 Introduction 63 A new PeopleSoft? 63 CRM 65 EPM 67 ESA 67 PeopleSoft EP 68 Towards the future 69 Conclusions 70 Mid-market CRM software vendors 72 Market drivers 73 Mid enterprise 73 Mid-market 74 Small to medium 76 Changing the rules 77 Distribution channels 77 Verticalization 78 Microsoft's mid-market moves 79 Overcoming the CRM backlash 83 Floundering relations 84 Blinkered outlook 85 CRM second wave 86 Integration focus 88 ERP heritage 89 Piecemeal approach 90</P> <P>Chapter 4 Web Analytics and CRM 94</P> <P>Summary 94 Introduction 94 Key players 97 Market consolidation 97 Possible acquirers 99 Potential targets 104 Buystream 105 comscore Networks 105 Coremetrics 106 Elytics 106 KeyLime Software 106 Plurimus 107 NetAcumen 107 Sane Solutions 107 TeaLeaf Technology 108 Vividence 108 WebCriteria 108 WebSideStory 108 WhiteCross 109 Market observations & predictions 109</P> <P>Chapter 5 Implementation & Best Practice</P> <P>Guidelines 112 Summary 112 Introduction 112 Examples from financial services 113 Root problem 113 Profitability - a fresh perspective 114 Implementation guidelines 115 ROI lessons 117

3 ROI methodology 118 Conclusions 119 Customer perspectives on CRM and portals 120 BBC - an internal knowledge portal 120 BOC - an outwardly facing portal 122 Extract, transform and load (ETL) tools 123 Data mapping and cleaning 124 ETL database functionality 125 Scalability required 126 Shaping the future 128</P> <P>Chapter 6 Selected Product & Vendor</P> <P>Analysis 130 Summary 130 AIT Group/Portrait 130 Products 131 CRM Hub 132 Process Engine 133 Workflow 133 Channel Enablers 134 Conversation Modeling 134 CRM Database 134 Data Mart 135 Configuration Suite 135 Platforms 137 CRM Database 137 CRM hub 137 Client 137 Communications 137 Pricing 137 Opinion 137 Strengths 142 Weaknesses 142 Conclusions 143 Graham Technology/GT-X7 144 Products 145 Architecture 145 Presentation layer 147 Business Process Engine 147 Enterprise Integration Services 148 Toolbox 149 Platforms 150 Clients: 150 Mid tiers: 151 Database: 151 Pricing 151 Opinion 151 Strengths 156 Weaknesses 156 Conclusions 157 Onyx Software/Onyx Enterprise 159 Products 160 Onyx ebusiness engine 162 Onyx Customer Center 163 Platforms 165 Pricing 165 Opinion 166 Strengths 169 Weaknesses 170 Conclusions 170 Oracle CRM 171 Products 172 Architecture 172 Platforms 180

4 Pricing 181 Opinion 181 Conclusion 186 Pegasystems CRM 187 Products 188 Platforms 196 Pricing 196 Opinion 197 Conclusion 201 Appendix 203 Glossary 203 Index 204</P> <P>List of Tables</P> <P>Table 3.1: Top 10 causes of CRM failure 91 Table 6.2: Graham Technology contact details 159 Table 6.3: Oracle Corporation contact details 187 Table 6.4: Pegasystems Inc contact details 201</P> <P> List of Figures</P> <P>Figure 1.1: License revenue of the top eight enterprise applications 17 Figure 2.2: IT architecture of an ecrm system 45 Figure 2.3: The SRM spectrum 48 Figure 2.4: Process management 52 Figure 2.5: ERP and SRM models 57 Figure 6.6: Graham Technology's GT-X architecture 146</P> Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.

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