CRM Survey Results
- Editor's Corner
CRM Survey Results
WinServer Boss Bob Muglia Surfaces At Juniper
- Admin Toolbox
- Admin Tools We Think You Shouldn't Be Without:
- Webinars & Seminars
- Free Desktop Virtualization Seminar
- Tech Briefing
- Disconnected Apps? Interesting Domain "Gotcha" in Win7/W2K8 R2
- Healthcare IT Gets Its Own Cert
- 5 More Free Tools For Windows 7 You Have To Try
- Forget The Free Coffee--Employees Really Want An iPhone
- 'War Texting' Lets Hackers Unlock Car Doors Via SMS
- Windows Server News
- Windows Server 8 Sneak Preview
- Weighing The Pros And Cons Of Thin vs. Thick Clients For VDI
- The Skeptical Auditor’s Guide To The Cloud
- Hyper-V Dynamic Memory v. VMware Memory Overcommit
- vSphere 5 Licensing Furor Calms Down, But Problems Remain
- Third Party News
- An Inside Look Into OWASP's Mantra Tool
- WServerNews FAVE Links
- This Week's Links We Like. Tips, Hints And Fun Stuff.
- WServerNews - Product of the Week
Free TFTP Server: Easily Upload & Download Executable Images and Configs to Routers & Switches
CRM Survey Results
By Laura DiDio. Thanks to the 300 of you who took time out of your busy schedules to respond to the joint ITIC/GFI survey on customer relationship management and for OSF-Global in assisting us with composing some of the questions.
The survey results showed that nearly three-quarters – 74% -- of companies are currently using a CRM solution and 57% of survey participants revealed that interest in CRM is increasing significantly. And perhaps most surprising, a 52% majority of survey respondents said they use more than 51% of their CRM solution’s functionality; of that number 18% utilize over 75% of CRM features.
As always you had a lot to say in the Essay responses. Your comments whether serious, cynical or funny were all intelligent and provided us valuable insight on the challenges and potential benefits and drawbacks when deploying a CRM solution. It was tough to choose the best Essays for the prizes but the Winners are:
- The iPad 2 winner is: Dan M.
- The iPod winner is: Chris Brandow
- The $100 Gift Certificate winner is: Jeremy Moskowitz
We will contact all of the winners shortly via Email with information on how they can collect their prizes.
CRM Usage Soars Among SMBs and SMEs
Customer relationship management (CRM) solutions long a staple in large enterprises are now also being widely embraced and deployed by small and mid-sized businesses to more efficiently track and manage businesses’ interactions with customers and partners.
The survey addressed broad ranging issues including CRM deployment trends, timetables and specific vendor products; the issues that propel and/or impede CRM deployment and usage; the types of CRM deployed: On-premise, SaaS, cloud or a combination and the benefits derived from a CRM solution by the company as well as the company’s customers.
Overall, the survey results indicate that there is continued widespread support for and adoption of, CRM solutions. Half of the survey respondents – 50% -- said they are analyzing or evaluating CRM solutions with an eye towards adoption while another 20% indicated they plan to install a CRM solution within the next six to 12 months. Interestingly, 26% of the survey participants indicated they’ve used a CRM solution for over 10 years. Ironically, an equal 26% of respondents revealed they do not currently use CRM.
Nearly three-quarters or 73% of the 74% of businesses that currently utilize a CRM solution reported that deployment and maintenance generally been smooth and free of any major deployment and maintenance problems. Some 26% of survey participants said they encountered "no problems" while another 47% of participants said they encountered only the "usual migration issues associated with new deployments."
- Among the other survey highlights:
- Among the 26% of respondents who are not currently using a CRM solution, the main impediments are:
- Cost - 57%
- No compelling business reason - 50%
- Unsure of what value it would provide - 50%
- Complexity - 43%
- Salesforce.com; Sage, Microsoft Dynamics, Sugar CRM and Oracle/Siebel were the most popular CRMs
- A 57% majority of participants said they are using or plan to deploy an on-premise CRM. This was followed by 18% of firms that indicated they are or will deploy a cloud-based CRM solution; 10% who say they are using or will implement a SaaS CRM and 15% who will use a combination of on-premises, cloud or SaaS CRM solution.
- An 86% majority of respondents cited Features/performance as the factor that most influenced their CRM purchasing decision. This was followed by 74% of respondents who checked off cost; while 71% said Ease of Use influenced their purchasing decision.
- Six out of 10 companies – 60% use only internal IT resources to deploy their CRMs; 31% use a combination of internal resources and external consultants or Systems Integrators
- A 52% majority of survey participants said they use >51% of their CRM solution’s functionality; of that number 18% utilize >75% of CRM features
- Nearly two-thirds of respondents – 62% -- say that "upper management leads by example, using CRM, touting its benefits" in order to encourage employee usage
- On-premise CRM is the most popular choice among 57% of respondents
As with any poll, the survey did elicit some surprises. Foremost among these was the fact that organizations utilize a higher percentage of the inherent CRM solution’s functionality than previously thought. There is a long held perception that a significant portion of corporate end users find CRM packages too complex and fail to take full advantage of their features or avoid using them altogether. Failure to use a CRM solution not only squanders the corporation’s investment in the technology but it can also result in less efficiencies in tracking and managing customer relationships, with the unhappy consequence of making the end users less productive and their companies less competitive.
The survey findings contradicted those perceptions. A 52% majority of participants said that their businesses used 50% or more of their CRM’s functionality. However none of the respondents said they utilized "all" of the CRM’s functions. And nearly two-thirds or 60% of survey respondents indicated that in order to maximize CRM usage within the organization, senior executives lead by example and use it themselves.
As with any technology, CRM does present some challenges for would-be adopters. Foremost among these are: cost, complexity, ease of use and ease of manageability. Over half of the respondents revealed that they were using the "CRM-like" capabilities within Microsoft Office to achieve baseline CRM functions.
Any of the survey participants who would like a copy of the complete Report can Email Laura DiDio at: [email protected]
WinServer Boss Bob Muglia Surfaces At Juniper
After Steve Ballmer ousted Muglia as the Senior Windows Veep, Muglia was probably tired of 23 years at Redmond and decided to leave. He was responsible for infrastructure software, developer tools and cloud platforms, like Windows Server, SQL Server, Visual Studio, System Center and the Windows Azure Platform.
Cisco rival Juniper Networks this week announced that Muglia will join them as executive VP of their Software Solutions Division. The position was created for him, and he will oversee Juniper's end-to-end software strategy and lead their newly formed Software Solutions Division. Funny thing is, he will report directly to Juniper CEO Kevin Johnson, which he knew from Microsoft, where Johnson was his boss for 18 months.
Muglia told the press that he talked to several other companies, including Cisco, venture capital and equity firms, before deciding to go to Juniper.
Quotes of the Week
Winners live in the present tense. People who come up short are consumed with future or past. I want to be living in the now." - Alex Rodriguez
"What do we want?" "Time Travel!" "When do we want it?" "That's Irrelevant!" -- Koushik Dutta
"The American Republic will endure until the day Congress discovers that it can bribe the public with the public's money." -- Alexis the Tocqueville
Warm regards, and thank you for being a WServerNews subscriber. No trees were killed in the sending of this message, but a large number of electrons were terribly inconvenienced. Please tell your friends about us. They can subscribe here:
email me: [email protected]
Admin Tools We Think You Shouldn't Be Without
Simplify your life with mPowerTools - 100+ Reports - tackle AD chores in bulk - a search & replace tool - you'll never script again AND NO third party databases!
Subscribe to the latest hot e-zine: CyberheistNews: 'Arming you with the facts'. Gets you ammo twice a month to defend your network against cybercrime:
Frustrated with gullible end-users causing malware infections? Find out who the culprits are in 10 minutes. Do the Free Phishing Security Test on your users!:
Webinars & Seminars
Free Desktop Virtualization Seminar
Coming to 12 cities throughout the remainder of the year, independent expert and desktop virtualization guru Brian Madden will update you on where the desktop virtualization market is in 2011, focusing on what’s real and what’s not. Spend just a few hours out of the office to take advantage of a live Q&A, peer networking opportunities and tons of valuable information.
Disconnected Apps? Interesting Domain "Gotcha" in Win7/W2K8 R2
On a computer that is running Windows 7 or Windows Server 2008 R2, the network location profile that is selected changes unexpectedly from Domain to Public. Additionally, the firewall settings (these are determined by the network location profile) change to the settings that correspond to the Public network location profile. Therefore, some outgoing connections may be blocked, and some applications may be disconnected. Here is the fix in Redmond's knowledge base. http://www.wservernews.com/go/1311930898421
Healthcare IT Gets Its Own Cert
I thought this was interesting: "If you're equally comfortable with acronyms like EKG, PET and ICU as you are with SSL, NAS and LAN, then this tech credential might be right up your alley. The CompTIA Healthcare IT Technician certificate is aimed at IT pros who deploy and manage electronic health record (EHR) systems. It's a vendor-neutral credential that validates a candidate's understanding of IT operations, medical business operations, security, organizational behavior and regulatory requirements in a medical environment, claims the nonprofit trade association CompTIA. Having both healthcare knowledge and tech expertise is an attractive combination as the U.S. healthcare system shifts from paper to electronic health records."
More at NetworkWorld:
5 More Free Tools For Windows 7 You Have To Try
Peter Bruzzese said in his blog: "Every couple of months, it's both entertaining and useful to revisit the tools and toys available to make our desktop experience smoother, more flexible, and, yes, more fun. A while back, I identified eight free Windows 7 tools you have to try and later revealed some truly awesome tools for Windows 7 power users. I have five more "gotta try" Windows tools for you to consider." Check them out here:
Forget The Free Coffee--Employees Really Want An iPhone
"If a new survey by Kelton Research is to be believed, 71 percent of 500 U.S. and U.K. employees feel so strongly about using their own mobile device over what IT offers that they're willing to give up at least one thing in the workplace to keep their preferred device. At 58 percent, free coffee topped the list (perhaps reflecting the quality of typical office coffee), followed by free food (39 percent), and office supplies (30 percent). More than a quarter (26 percent) were even willing to give up paid parking, and 20 percent were willing to give up a vacation day."
More at InfoWorld:
'War Texting' Lets Hackers Unlock Car Doors Via SMS
Software that lets drivers unlock car doors and even start their vehicles using a mobile phone could let car thieves do the very same things, according to computer security researchers at iSec Partners. Yikes, I hope the Volt is not vulnerable for this. I'm waiting for my new Chevy Volt to come in September.
Windows Server News
Windows Server 8 Sneak Preview
From the Virtualization Team Blog: "If you’re in IT you are likely pulled between an almost infinite need for more computing power to deliver business solutions and the ever increasing demands for greater agility, higher efficiency and lower costs. Fortunately, you can now deliver on these seemingly contradictory demands by leveraging the benefits of cloud computing with our public and private cloud solutions. And they are only going to get better. Today we are excited to give you a sneak peek at the next step in private cloud computing by showing you just two of hundreds of new capabilities coming in the next version of Windows Server, internally code-named Windows Server 8. Skip to the 37-minute mark to see the new Hyper-V Replica feature:
Weighing The Pros And Cons Of Thin Vs. Thick Clients For VDI
When an organization begins transitioning to VDI, several decisions need to be made including whether users should access VDI sessions through dedicated thin client hardware, or PCs running thin client software. This expert tip explores compelling arguments for both sides to help you make the best decision:
The Skeptical Auditor’s Guide To The Cloud
Many IT auditors are wary of cloud computing, voicing concerns over control and verification. Can a shift to cloud actually make auditors indispensable? Find out why an auditor's responsibilities actually become more valued as businesses shift services into the cloud in this popular tip:
Hyper-V Dynamic Memory v. VMware Memory Overcommit
With dynamic memory allocation, Microsoft addresses one of virtualization's perennial problems: how to efficiently assign memory to virtual machines that may not need it all the time. Check out this featured article to learn how dynamic memory achieves this goal:
vSphere 5 Licensing Furor Calms Down, But Problems Remain
Most users now realize that the new VMware vSphere 5 licensing model won’t cost them more money, but it will affect how they use some of vSphere’s beneficial features. Discover what common problems your peers are still seeing with this licensing model in this exclusive article:
Third Party News
An Inside Look Into OWASP's Mantra Tool
OWASP's Mantra tool is a free, customized version of Firefox for penetration testing. Security researchers have praised the tool for its portability and vast collection of Firefox add-ons. In this month's SearchSecurity.com screencast video, learn about Mantra from expert penetration tester Mike McLaughlin of First Base Technologies. Mantra is specifically designed to make pen testing quick and easy, and with an easy-to-use toolbar and start menu, the product is expected to be a great success for many pen-testing efforts. Over at Search Security:
WServerNews FAVE Links
This Week's Links We Like. Tips, Hints And Fun Stuff
SUPER FAVE: Amazingly stunning, beautiful and unusual underwater creatures you never knew existed. Would you look at those snails:
SmartBird - a lightweight airplane modeled on a seagull - flies by flapping its wings:
The most spectacular and expensive way to "park" a Porsche Cayman S and still walk away alive:
A very uncommon prayer at the start of the race:
Ray flies Martin Jetpack for a VIP. I WANT ONE!:
I like smart ideas: Canon X Mark I combines mouse, keypad and calculator:
The iPad quiz: Do you really know your tablet?