Best of CRM: May 11th


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Every week, we recount some of the best buzz around CRM and data integration. We’ll review our favorite articles and share the most pressing findings or key takeaways from each.

Scribe Software Marks another Milestone Quarter
By: Heather Clancy (HeathClancy)
ZDNet’s Heather Clancy provides an overview of Scribe Software’s continued Q1 momentum, with over 23 new enterprise accounts and a growth rate of more than 150 percent. Scribe’s strong partnerships with SaaS providers like Marketo, Silverpop, FinancialForce and more also underscore the company’s momentum. And for good reason, as Senior Vice President Gary Peterson of Hitachi Solutions described our innovative new visual UI as one which “makes cloud and hybrid data integration between core business applications easily accessible and speeds the development of new integrations to drive business value faster.”

CRM Idol 2013 Starts Today
By: Paul Greenberg (@pgreenbe)
Although it seems like CRM Idol 2012 ended just yesterday, this year’s competition has already begun. And, with 12.5% CRM market growth in 2012, this year CRM providers both large and small will become even more competitive. Past winners include Get Satisfaction and BPMonline in 2011, and Crowdtap and Artesian Solutions in 2012.

CRM, ERP Head up Mobile Applications Offered by SaaS Providers
By: Stephanie Mann (@SearchSOA)
As we all know, SaaS providers lead the cloud services market – Forrester Research reports that SaaS revenue will reach $92.8 billion by 2016, with much of this increased revenue due to a rise in mobile SaaS demand. And within mobile SaaS, CRM and ERP currently hold the most importance, with Salesforce blazing the mobile CRM path. As workforces become more mobile than ever, so too must their applications. Mobile SaaS solutions fill this need for instant access to data and services anytime, anywhere, and integrating these solutions truly opens up endless possibilities for working on the go.

Choose a Winning Combination of Customer Experience Metrics
By: Syed Hasan
CRM is all about improving the customer experience, but it’s impossible to do that without the right metrics to continuously make progress. When debating which metrics to focus on, Syed lays out areas of focus for customer experience measurement which include metrics focusing on industry, methodology, identifying brand promises, organizational hierarchy, channels and consistency. The most important consideration when laying out plans for metrics is to understand which metrics will help drive actionable insights fastest – like customer satisfaction – then focus on that low-hanging fruit first before moving on to more nuanced metrics.

SAP Customers May Overspend by 25%
By: Doug Henschen (@DHenschen)
To all SAP customers – you can save up to 25 percent on your software without the need to switch vendors. Integration provider HCL conducted a survey which found that 94 percent of SAP customers run multiple instances of the software, but due to the underlying complexity required for that approach it costs significantly more. In fact, companies running only one instance save up to 25 percent in costs. What’s more, SAP’s larger customers often run five instances of SAP software, upping the complexity and cost to even higher levels.

We hope you had a great week! We’ll see you again soon with a roundup of all the movers and shakers in CRM and data integration news.

Peter Chase
Peter founded Scribe Software along with Jim Clarke in the beginning of 1996. As Executive Vice President, Business Development, Peter is responsible for establishing and growing partnerships with other leading technology companies in support of Scribe's overall market and product strategy. Prior to founding Scribe, Peter held senior positions in sales, product marketing, and finance at SNAP Software, an early pioneer in CRM software that was acquired by Dun and Bradstreet. He has published numerous articles and whitepapers and is a frequent speaker and panelist at industry events.


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