UK firms’ satisfaction with their customer relationship
management (CRM) applications has improved over the past two years,
research has shown.
A survey of 100 UK businesses found that 14% rated their CRM
software as “very successful” in delivering the anticipated
benefits, with another 39% rating their CRM systems as “successful”
in providing a good proportion of the expected benefits.
The research from analyst firm PMP, commissioned by the
Evaluation Centre IT procurement website, showed a substantial
increase in very satisfied users from the 2005 figure of 4%, but a
decline in those rating the software as “successful” from 56%.
But overall satisfaction has improved sharply since 2004, when
4% of firms rated their CRM applications as “very successful” and
just 24% as successful, with the majority of users feeling they
were not gaining the expected benefits.
Only 9% of those surveyed by PMP reported any interest in hosted
CRM applications, although figures released last month by industry
analyst Gartner showed an increasing market for hosted and
on-demand provision, with revenues at Salesforce.com rocketing by
77.7% between 2004 and 2005.