CRM hits the spot for half of UK business

UK firms’ satisfaction with their customer relationship management (CRM) applications has improved over the past two years, research has shown.

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.

 

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