"Vendors should also be aware that more than half of the currently deployed CRM solutions are home-grown solutions. These home-grown solutions differ from solution to solution and do not necessarily have the capabilities of industry-proven solutions from the likes of Microsoft, Oracle or SAP."
And continues regarding SaaS usage:
"CRM as SaaS is still in its infancy at this moment. SaaS-based CRM contributed more than 1% of total deployed SaaS solutions in ASEAN. Although unchartered waters for most medium businesses, respondents are telling AMI-Partners that the low-cost and hassle-free setup are worth considering. "
Other highlights from the study:
- Countries included: Indonesia, Malaysia, Philippines, Singapore, Thailand, Vietnam.
- Total 1998 Software Spending: $223M USD.
- CRM Solutions: $24M, ~10% of total, 21% growth over 2007, forecasted to grow 18% in 2009.
- Leading CRM modules used are Sales Force Automation and Call Centers.
Local support as many of the solutions available are US based and it's inevitable that with any new solution being adopted that there will be tons of questions and potential customizations (ie for language preferences). All of these issues or concerns will need to be addressed for the customer to feel confident that the implementation will be successful. With the home-grown solution, support is obviously as close as you can get. The CRM modules used suggested going for outside solutions to get a better understanding of their customers and markets.
Pricing models could be the other main bottleneck. While a SaaS CRM of $50 USD per user per month may be acceptable for customers in the US, for Asean medium businesses the acceptable price might be closer to $3 USD.
Any other ideas for why home-grown solutions are preferred?
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