Vendor Landscape: CRM Suites for Large Enterprises
Social media integration can make or break a vendor's feature set.
- Customer Relationship Management (CRM) suites are important for acquiring, retaining, and growing a customer base. Organizations must select a product that demonstrates a commitment to the rising social and mobile trends.
- To select the most suitable vendor for their needs, organizations must determine if their use case includes advanced social capabilities, solid mobile support, or extensive collaboration features.
Our Advice
Critical Insight
- Ensure social media integration is sufficient or risk failure. Some social capabilities are still unavailable from certain vendors or they require third-party add-ons. Organizations may need to acquire these capabilities elsewhere.
- Mobile support is improving with cutting-edge mobile technologies that include browser-independent and tablet-optimized applications, as well as dedicated apps that leverage native device capabilities. Usability is expected to remain a differentiator for CRM vendors.
- SaaS is the norm, not the exception as the majority of vendors profiled offer hosted deployment models. Some vendors (e.g. Salesforce.com) forego the on-premise deployment altogether.
Impact and Result
- Shortlist top CRM vendors and their products based on requirements for newer trends such as social and mobile.
- In particular, pay close attention to the social component of sales, marketing, and customer service management feature sets.
- Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major large enterprise CRM vendors, and then create a shortlist of the most appropriate vendors.
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