In the past, CRM systems were especially large applications developed by SAP and Oracle, who bought it in 2005 the leading provider of CRM, Siebel Systems. Both companies still dominate the market, especially because their customers are looking for integration with enterprise resource planning (ERP) of these companies, but Microsoft and Salesforce.com are not far behind. Salesforce.com was the first to sell a CRM system using a Software as a Service (SaaS) on a cloud computing platform for infrastructure software and data are outsourced.
Like CRM systems, SaaS is now common, and almost all vendors try to catch Salesforce.com. Microsoft is also a leader, especially because it is best placed to take advantage of Microsoft Outlook and other Microsoft products.
The market for CRM systems experiencing turmoil as suppliers invest their funds for research and development in technology and new players offer more features and better prices. At present, it is the mobile CRM, social networking and business intelligence (BI) which are popular.
Mobile CRM provides access to the CRM system from a mobile device, but by optimizing the use of the small screen. It should also allow to work without connection to the central web-based system, and resynchronize the data in again. Social networks like Facebook and Twitter can be used to attract customers or ask for feedback from existing customers. BI is about it to turn data into information to facilitate decision -making, and the wealth of data contained in the CRM should generate valid and analyzable information.
The two most common CRM systems problems are the lack of integration with the ERP system and the reluctance of users to use this technology. The integration makes the connection between the contacts and clients CRM system and those of the IMP, but it also relates to the ability of the CRM system to perform similar to the processing module controls an ERP functions. The lack of integration is also problematic when you need different information systems, management, workflow and security, the configuration and maintenance vary.
To solve the problem, some ERP vendors like NetSuite integrated CRM system solutions, while others offer more links to the most popular CRM systems.
If users are reluctant to use CRM systems, it is not because of technology or because the system is not user friendly or intuitive, but because many users do not want to "lose" time update CRM systems when they are evaluated on other activities. In addition, CRM systems can diminish the importance of some people who use their knowledge as a source of power.
As with all surveys, we can not guarantee the accuracy of the information providers, we believe that misleading information is scarce, as they are losing credibility with suppliers.