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Rethinking Customer Experience in the New Normal
Rapidly changing consumer behavior has forced companies to deploy new customer engagement channels with 61% of enterprises exploring new delivery models. COVID-19 has created demand for hyperpersonal, data-driven experiences across multiple channels. But these new customer experience (CX) strategies pose challenges including siloed data, a need for better change management, and picking the right platform. Service providers are responding to these challenges tailored, industry-specific solutions and a design-led approach. These emerging trends are covered in Avasant’s Digital CX and CRM Services 2021-2022 RadarView™.
Digital CX and CRM Services 2021-2022 RadarView™
The Digital CX and CRM Services 2021-2022 RadarView™ provides information to assist enterprises in building digital customer experience (CX) and customer relationship management (CRM) strategies, charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can help expedite a customer’s CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 80-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.
CRM Adoption Trends and Customer Experience 2021
Customer relationship management (CRM) systems are one of the most widely adopted categories of enterprise applications, and investment in new CRM capabilities continues to grow. This report provides an overview of key concepts in the CRM space. We also examine CRM adoption and investment trends, showing how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We then look at the return on investment (ROI) experience, total cost of ownership (TCO) experience, and which type of applications are the most popular. We conclude with recommendations to ensure CRM implementation success and to encourage user adoption.
CRM Necessary but Messy
Customer relationship management systems are one of the most widely adopted categories of enterprise applications. But investing in a new CRM can be a messy business. As a core system, a CRM needs to interact with data across the entire business. Business processes should change to match the new capabilities. Hidden or unexpected costs can quickly add up, and missteps can result in a major setback, or worse, project failure. This Research Byte summarizes our full report on CRM Adoption Trends and Customer Experience.
CRM Implementation Services 2021 RadarView™
The CRM Implementation Services 2021 RadarView™ report assists organizations in identifying strategic partners for CRM solution implementation and transformation by featuring detailed capability and experience analyses of leading service providers. It provides a 360-degree view of key CRM service providers across practice maturity, partnership ecosystem, and investments and innovations, thus helping enterprises in evaluating leading players in the CRM space. The 85-page report also highlights top market trends in the CRM services arena and Avasant’s viewpoint on them.
Personalized Customer Experience Driving the Evolution of CRM Services
Cloud-based CRM suites are seeing increased adoption due to the ability to personalize the customer experience. These new capabilities are driving a 30% increase in CRM implementation services this year including CRM architecture, design, and managed services. These trends, and others, are covered in our new CRM Implementation Services 2021 RadarView™ report.
Digital CX and CRM Services 2020-2021 RadarView™
The Digital CX and CRM Services 2020-2021 RadarView™ report provides information to assist enterprises in building digital customer experience (CX) and CRM related strategies and charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can expedite their CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 73-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.
Customer Relationship Management Suites 2020-2021 RadarView™
The Customer Relationship Management Suites 2020-2021 RadarView™ report addresses the need of enterprises to identify the right solution to enhance their CRM function. It also brings out detailed capability and experience analyses of leading vendors to assist enterprises in identifying strategic partners for their CRM transformation journeys. The 47-page report also highlights the key adoption and product evolution trends in the CRM suites space and Avasant’s viewpoint on them.
Rich Functionality, Expanded Marketplaces, Boosting Adoption of CRM Suites
The CRM market is changing. Today most CRM suite vendors are offering modular sales, customer service, and marketing functions, enabling organizations to pick solutions that are best tailored to meet their needs. They are also expanding their offerings with plug-and-play apps, which enables enterprises to customize and extend the functionality of CRM suites. Finally, an array of ready-to-use connectors is enabling easy integration. These factors have boosted adoption of CRM suites, which saw a 13% growth rate in 2020. These and other trends are explored in our new Customer Relationship Management Suites 2020-2021 RadarView™ report.
Next-Generation CRM: Who Gets There First?
It's been a long time since Siebel first introduced CRM as a category and even since Salesforce first brought CRM to the cloud. Online commerce has exploded, consumers are engaged in social media, and customers have higher expectations. With so much having changed in the marketplace, is it time to rethink CRM?
Microsoft Broadens Dynamics CRM, Moves Up-Market
With three strategic acquisitions, Microsoft Dynamics CRM can now be considered a complete offering for sales, marketing and customer service. In addition, Microsoft’s CRM offering is showing its ability to move up-market into large enterprises. This Research Byte assesses Microsoft's latest offering for CRM.
Four Cloud ERP Providers on the Salesforce Platform
Customers of Salesforce.com that are looking for new ERP capabilities now have four cloud ERP systems to choose from on the Salesforce platform, Salesforce1. These are FinancialForce, Kenandy, Rootstock, and AscentERP. This report gives a brief description of the Salesforce1 development platform and why it is attractive to developers. We then describe each of these four ERP providers, along with their strengths and target customers. We conclude with recommendations for qualifying cloud ERP providers. (8 pages, 1 fig.) [Research Byte]
Current Trends in CRM Adoption and Customer Experience
Rising customer expectations, current economic conditions, and new technologies are driving increasing adoption of customer relationship management (CRM) systems. This study helps IT executives make better decisions regarding CRM investments by analyzing current trends in CRM adoption along with the associated risks and rewards. We show the three-year trend in the CRM deployment as well as the worldwide adoption and investment rates by sector, organization size, and geography. We also measure CRM customer experience in terms of the success rates for return on investment (ROI) and total cost of ownership (TCO). Finally, we assess CRM investment levels for new implementations and improvements to existing systems. We wrap up with our recommendations for improving the ROI of CRM. (19 pp., 12 figs.) [Research Byte]
Open Source Business Applications: Adoption and Participation Trends
In this study, we examine adoption trends and the economic experiences of organizations that have deployed open source business applications. The analysis addresses current adoption levels, current investment activity, return on investment experience, and total cost of ownership experience. We also examine variations in adoption and investment levels by organization size and industry sector. Finally, we look at a related issue: the number or organizations actively contributing to open source development projects. We conclude with key considerations for IT managers who are assessing the suitability of open source business applications. (7 pp., 10 figs.)[Executive Summary]