Microsoft CRM VARs Need Help?
I guess it is not too surprising that a recent study points to the fact that many CRM “professionals” who peddle warez from companies like Microsoft, Siebel, and others could use a page from their own playbook. It seems that many follow-up suveys show that CRM VARs would not get the repeat-business nod from their past clients:
It seems that some CRM consultants and implementation partners could stand to take a little of their own advice when it comes to delivering customer satisfaction. A recent report from Cambridge, Mass.-based Forrester Research Inc. found that 40% of the companies surveyed wouldn’t recommend their CRM professional service provider (PSP) to others. “One of the things that struck me is that software vendors have been beat up in this sector for a while,” said William Band, Forrester analyst and author of the report. “But the consultants they use and depend on heavily don’t come out as well as I thought they might.” Ironically, the primary source of dissatisfaction with PSPs comes from their relationships with clients, Band noted. For example, of the 119 CRM buyers Forrester surveyed, 50% said their PSP was not easy to do business with and less than half felt adhering to a budget was a priority for their services partner. Additionally, only 36% agreed that their PSP helped them lower the cost of implementation and the total cost of ownership.”
CRM, Customer+Relationship+Management, Microsoft, Help+Desk, Customer+Service
tags: crm, customer+relationship+management, customer+service, help+desk, microsoft