![]() ![]() (Media, Pa.), unveiled six new components of its CRM suite, which support Internet sales, Internet customer self-service, collaboration and sales. "Components include customer relationship management, supplier relationship management, vendor relationship management, partners, and even employee relationship management." This provides another component to Lawson's "relationship management" systems, says Richard Lawson, CEO of Lawson. The first module to be available as part of Lawson's Insight II CRM suite is a sales force automation application. Lawson Software (Minneapolis) has unveiled a suite of CRM offerings that tightly integrates with its ERP and HR applications. Vendors in the AS/400 market have recently been plunging headfirst into CRM. Full integration to the back office is essential for automating the sales force and streamlining customer-oriented processes." "That depth of integration provides the information needed to customize sales, marketing and support efforts to best serve each customer. "To effectively manage customer relationships and achieve strong e-business outcomes, you have to get that wealth of information stored and managed in back-office applications and data warehouses," says Liz Malis, research director of Benchmarking Partners (Cambridge, Mass.). ![]() Every CFO will gag when they look at these numbers." ![]() "There's a lot of money invested in systems that have no ROI at all. At this point, large companies are each investing an average of close to $4 million a year in CRM systems, from which it will be difficult to demonstrate hard returns on investment, says Aaron Zornes, executive VP with Meta Group (Stamford, Conn.). CRM-which covers profitability analysis, customer contact, customer profiling, loyalty, performance, campaigns and sales applications-requires access to customer data from multiple channels, including e-commerce, call centers, direct mail and face-to-face sales. Nevertheless, the Year 2000 is projected to be a huge spending year for both new CRM and data warehousing initiatives, analysts concur.ĭata warehousing and CRM can't survive and prosper without each other. Investments in data warehouses have been growing by 46 percent per year, and investments in CRM have grown by 25 percent per year. The budding relationship between data warehouses and CRM may be tenuous, however, as AS/400 sites seek to leverage their rapidly expanding data stores.īoth technologies have seemingly been immune to the recent Y2K lockdown. A range of customer relationship management (CRM) solutions have surfaced recently in the data warehouse-intensive AS/400 market, from large CRM and ERP vendors to Lotus business partners. ![]()
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