Customer Respect Group Rates CRM Vendors - ' Other Industries ' (
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Overall CRM vendors fared below their contemporaries in other industries, particularly in the area of communication, with an aggregate CRI score of 4.1.
The study found that 27 percent of e-mail inquiries were ignored by CRM vendors and that no company consistently, or quickly, responded with helpful responses to online questions—a timely response being within a day.
Of those that did receive a response, only half were timely.
Only 31 percent of e-mail inquiries were acknowledged with an auto response, "functionality almost certainly provided in all CRM systems," CRG officials said.
In terms of trust, SAP was rated as having the most trustworthy site.
Five of the seven on-demand vendors were also rated "excellent" in this area (though the report doesnt say which vendors those are).
For site usability measures, on demand fared worse than their on premises counterparts, with a collective score of 5.9, versus 6.7. CRM vendors got a middling score at 6.3.
Maximizer and RightNow Technologies were deemed to have the most usable sites—both which were rated as "excellent."
All seven CRM vendors looked at were rated as "good" for Web site navigation capabilities, though this group didnt fare well in "attitude" tests.
For self service capabilities—key to any on-demand offering—only one company, Salesforce.com, was rated well.
Nine of the 14 companies looked at were pegged with a "poor" rating, though its not clear which nine companies fared so badly.
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