CRM solutions help businesses manage interactions with current and potential customers. So, as customer experience has moved center stage, so have CRM solutions.
As customer behavior and requirements have evolved – and the way people are communicating has changed – so have many CRM solutions. For example, some companies in this space now deliver CRM products and services that enable different departments within an organization to access and share information. Also, CRM is front and center as more companies adopt multi-channel customer contact strategies that expand beyond voice, e-mail and chat to include mobile and social networking. And while many CRM systems traditionally have targeted the largest companies, new solutions in this space now speak to the needs of small and medium businesses, which require more ease of use, and low-cost or no-cost upfront fees.
TechNavio’s analysts forecast the Global Telecom CRM market to grow at a CAGR of 5 percent from 2011 to 2015.
Gartner, meanwhile, reports that there are 110 CRM applications in the Apple (News - Alert) App Store and 47 in the Android App Store. Mobile CRM will grow 500 percent by 2014. Social CRM will reach $1 billion in worldwide sales by the end of 2012, making up 8 percent of CRM spending this year. And half of all CRM applications will be web-based by 2016.
Here is a list of this year’s CRM Excellence Award Winners, which stand to benefit handsomely from these trends.
Allstate Roadside Services
Single Call Solution
Virtual School Enrollment and Support
Calabrio Quality Management
Coveo for Advanced Enterprise Search
Targeted Healthcare Solution for Innovation
Infinite Convergence Solutions
Enterprise Messaging Service
IntelliResponse Systems Inc.
IntelliResponse Virtual Agent
Parature Customer Service Software
Sage North America
Soffront Software Inc.
Toshiba America Information Systems Inc.,
Telecom Sys. Div.Call Manager
Edited by Stefania Viscusi