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.