Software as service is the way ahead according to a study of 14 CRM vendors which found that companies providing CRM as a hosted service had higher levels of customer satisfaction than on premises vendors.
According to Info-Tech Research Group’s findings, 67 per cent of Oracle customers and 64 per cent of Siebel customers were either very satisfied or satisfied with their vendor's products. But for Best Software and Salesforce.com Inc., which provide CRM only as a service, 90 per cent and 100 per cent of customers said the same.
Info-Tech expects such figures to drive CRM as a service into larger companies, although in the near term large enterprises are expected to hold on to their licensed CRM software.
A separate study by London-based QCi on behalf of Reap Consulting has found that executives are becoming disillusioned with technology-driven CRM which has not delivered return on investment.