CRM or Customer Relationship Management has never been such a hot topic as it is now, in the 2.0 world. CRM tools used to be user unfriendly and rapidly became even more obsolete when the new way of collaborative working appeared on the scene. So, they had to quickly reinvent and start integrating with other solutions in order to remain in the constantly evolving market. Some new players also came on board, offering a different way to interact with customers and organize information. Gartner, as a leader in spotting software trends, collects their analysts’ findings in the annually published CRM Vendor Guide.
Some of the highlights of the report are that in 2013, investment will likely continue to focus on technologies that help drive loyalty, satisfaction and revenue growth, despite the uncertain global environment. It is expected that nearly all new CRM vendors use SaaS as the delivery model, and the assumption is that by 2016, 50% of all sales applications will be delivered via the cloud.
The analysis covers the different areas within CRM such as Sales, Marketing, E-commerce, Customer Service, etc and then breaks them down into Operational, Analytical, Social and Mobile solutions. Zyncro is listed as a vendor within Community Peer-to-Peer Support under the Social solutions for Customer Service and Support. We were already referenced in an in-depth analysis on these types of communities earlier this year. You can find out more in this post: http://z.ync.ro/g5UEE
What this listing says is that, what we call private social networks are becoming a new way for companies to give support to their clients, increase loyalty and at the same time increment revenue. People no longer call a customer service number, they complain on Twitter. If you offer a virtual environment where Generation Y feels comfortable then you can avoid major communication crises and angry customers.
*Gartner, Inc., The Gartner CRM Vendor Guide, 2013, Jim Davies, et al, December 4, 2012.