View the latest Research Reports from CRMindustry.com
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View
the latest research related to
Customer Relationship Management (CRM)
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| Enterprise
Value of Online Communities Yet to be Realized
A Deloitte survey of companies sponsoring online communities indicates
that enterprises have begun to effectively use social media tools
and online communities to engage with customers and employees for
brand discussions, idea generation and product discovery. However,
the survey also indicates that while these online initiatives are
having a positive impact, enterprises have not yet harnessed the
true potential of these communities.
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| Forrester
Releases Largest Technology Survey Of North American Consumers
Forrester Research, Inc. released the results of its 2008 North
American Technographics Benchmark survey, its largest annual data
set about consumers' technology adoption and attitudes in the US
and Canada. According to the report, although Gen Y is a small generation
of 18- to 28-year-olds, comprising only 38 million US adults, it
sets the pace for technology adoption. Nine in 10 Gen Yers own a
PC, and 82 percent own a mobile phone. But it's technology use that
sets this generation apart: Gen Y spends more time online -- for
leisure or work -- than watching TV.
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| Study
Finds Increased Collaboration Between Marketing and Finance
In their efforts to increase brand awareness and drive sales, marketers
are still struggling to create accountability programs that effectively
measure the impact of marketing efforts, according to a new study
from the Association of National Advertisers (ANA) and Marketing
Management Analytics (MMA). Although
the majority of companies with a marketing accountability process
tend to house this function within the marketing department, there
is growing collaboration between marketing and finance.
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| Enterprises
Must Create Separate Marketing Strategies for Generation Virtual
As community marketing continues to evolve, organizations can target
“Generation Virtual” by providing socialization tools
to customers and prospects depending on their purpose and the level
of customer engagement, according to Gartner, Inc. Unlike previous
generations, Generation Virtual (also known as Generation V) is
not defined by age -- or gender, social demographic or geography
-- but is based on demonstrated achievement, accomplishments and
an increasing preference for the use of digital media channels to
discover information, build knowledge and share insights.
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| Governments
increasing spend on Customer Relationship Management solutions
Driven by the need to improve its management of constituent relationships,
a new report from Datamonitor, “CRM and the Move to Constituent-Centric
Government”, predicts that government spending on customer
relationship management (CRM) technology solutions in the US, UK,
Germany and France will grow from $2.9 billion in 2008 to $4.4 billion
in 2013. In today’s commercially-oriented world, it has become
a trend among public sector agencies to treat constituents as customers
who expect top levels of service.
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| Lifetime
Customer Value Identified as a Key Motivator for Customer Loyalty
in Retail
Aberdeen recently surveyed 231 retail enterprises to determine the
current state of loyalty technology and process integration in retail.
Aberdeen data reveals that the top business pressure impacting loyalty-related
decisions of 58% of Best-in-Class companies in retail is the need
to develop lifetime customer value, which is defined as the present
value of future cash flows through long-term customer relationships.
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| Service
Providers Lack Companywide Definition of Superior Customer Experience
A new global study of service providers in the wireless, wireline
cable and satellite markets found that although service providers
are transforming their business and operations support systems (BSS/OSS)
to address the obstacles they believe are preventing them from delivering
a differentiated customer experience, nearly 50 percent do not have
a clear definition of what the customer experience should be.
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| Worldwide
Customer Relationship Management Market Grew 23 Percent in 2007
Worldwide customer relationship management (CRM) software revenue
totaled $8.1 billion in 2007, a 23.1 percent increase from 2006
revenue of $6.6 billion, according to Gartner, Inc. SAP was the
No. 1 vendor in worldwide CRM software revenue in 2007, accounting
for 25.4 percent of the market . Oracle maintained the No.2 spot
with 16.3 percent of the market. SalesForce.com and Microsoft registered
the highest growth rates of the top vendors with 49.8 percent and
88.6 percent growth, respectively.
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| Cloud
Computing Will Be As Influential As E-business
Cloud computing heralds an evolution of business that is no less
influential than e-business, according to Gartner Inc. Gartner maintains
that the very confusion and contradiction that surrounds the term
"cloud computing" signifies its potential to change the
status quo in the IT market. Gartner defines cloud computing as
a style of computing where massively scalable IT-related capabilities
are provided “as a service” using Internet technologies
to multiple external customers.
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