TMCnet News

Over 40 percent of CRM /Sales Force Automation Buyers Not Buying from Same Vendor Again, Says Study
[July 01, 2009]

Over 40 percent of CRM /Sales Force Automation Buyers Not Buying from Same Vendor Again, Says Study

TMCnet Contributor
A recent report from Independent IT Analyst reveals that more than 40 percent of CRM/SFA buyers would not make a purchase from the same vendor again. Independent IT Analyst aims to provide product specific feedback on success or failure of software applications. This feedback will greatly help technology buyers to make better purchasing decisions.


Independent IT Analyst surveyed 1,242 sales leaders and IT executives across multiple industries in order to provide objective analysis to technology buyers. The 2009 Sales Force Automation Customer Satisfaction Vendor Ranking Report contains specific information like vendor implementation success/failure rates, best CRM/SFA user interface, best reports and dashboards. The report also compares vendors by customer satisfaction, return on investment, intuitiveness and ease of use. In addition, information on which vendor wins the award for highest customer satisfaction is also available.
The report is available for purchase on the company website. According to James Fahey, founder and CEO of Independent IT Analyst, Inc, there is too much hype in the marketplace at present. The goal of Independent IT Analyst is to help technology buyers make the most informed decision possible without the influence of the technology vendor.
The typical CRM/SFA selection process is often in favor of the technology vendor. Product demonstrations usually highlight the product's strengths while masking weaknesses. Customer references also cannot be relied on always since they might have received some form of compensation from the vendor. Since technology vendors pay analyst firms to write "objective" white papers, it almost becomes impossible for buyers to tell fact from fiction.
The purchasers of CRM and Sales Force Automation (SFA) technologies have not been able to obtain impartial data to assist them in the vendor selection process till date. Independent IT Analyst Inc. will provide direct feedback on customer satisfaction from actual users of SFA systems. Independent IT Analyst has provided ratings and reviews of vendors like Microsoft (News - Alert), Oracle,, SAP, GoldMine, and SalesLogix were by CEO's, Sales Vice Presidents, CIO's, and CMO's on actual use of their SFA systems.
Independent IT Analyst Inc. provides impartial analysis of IT systems based on user surveys. This enables buyers to make informed purchasing decisions. The company also provides independent product surveys, customer satisfaction vendor ranking reports, white papers and selection consulting.

Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Tim Gray

[ Back To's Homepage ]