Honors Top Customer-Centric CRM Solution Providers


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Burlingame, California, USA (PRWEB) June 28, 2005—Oracle’s PeopleSoft CRM, Onyx,, RightNow Technologies, SPSS and Sage CRM were given top honors today by The CRM web site awarded the seven with CRMGuru Summit Awards for CRM Solution Excellence, based on a year-long study of CRM solutions providers.
The awards recognize the most customer-centric CRM providers, based on input from customers, users and partners.

“This year’s CRMGuru Summit Award recipients are setting the example for other vendors to follow by practicing the principles of effective CRM,” said Bob Thompson, CEO of CustomerThink Corp. and founder of The selections were based on a survey of customers, partners and peers. “They realize that successful relationships involve more than the just features and functions. Each category winner also scored well in indicators of customer satisfaction, loyalty and project success,” Thompson said.

Vendors were categorized based on predominant profile of the size (small, medium or large) and application usage (marketing sales or service) of their customers.

Here is the breakdown for the seven different categories. Oracle took top honors with its PeopleSoft solution for large enterprise multi-function CRM. Onyx led in the small-medium business multi-function CRM category. SPSS led the marketing automation category. was the leader in sales force automation. RightNow Technologies topped the customer service and support category. Maximizer took top honors for contact management. And Sage CRM (formerly ACCPAC CRM) headed the partner relationships category.

Highest CRQI ranking
The winners in each category were determined by the highest rating in the CustomerThink Relationship Quality Index, a composite score from zero to 100. Forty percent of the index is derived from the CRM solution ratings and 60 percent is calculated from questions about customer satisfaction; loyalty; and project success and return on investment.

Solution ratings included seven factors weighted by their loyalty impact: functionality; ease of use; ease of implementation; service and technical support; technology platform; total cost of ownership; and vendor resources and stability. One special category for partner relationships was determined by including only responses from consultants, integrators and resellers.

Approximately 2,500 qualifying surveys were collected by from June 2004 to May 2005. Twenty contenders that received sufficient survey responses for statistical validity were selected for detailed analysis.

A detailed report is available for purchase at

About ( is the world’s largest industry portal for business executives to learn about the art and science of Customer Relationship Management (CRM). CRMGuru’s mission is to help marketing, sales and service executives succeed with CRM through high-quality and unbiased articles, discussions and newsletters; interactions with CRMGuru panelists; insightful industry benchmark reports; and an annual CRM thought-leader event. The portal serves more than 300,000 newsletter subscribers and site visitors each month from all regions of the world, with support from a global panel of CRM experts.

Category leaders

  • Large Enterprise Multi-Function CRM: Oracle’s PeopleSoft CRM
  • Small-Medium Business Multi-Function CRM: Onyx
  • Marketing Automation: SPSS
  • Sales Force Automation:
  • Customer Service and Support: RightNow Technologies
  • Contact Management: Maximizer
  • Partner Relationships: Sage CRM (formerly ACCPAC CRM)

Media Contact:
Bob Thompson
(650) 343-8529
[email protected]

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