35 ordspråk av Rob Bois

Rob Bois

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They are going after existing SAP customers. We've talked to customers and while it is a nice checkbox option to have, it's not the primary criteria they use when selecting an on-demand solution.

They've been hinting at this for nine months. Given that amount of time, you might have expected a broader offering. This is not even full-blown SFA. It's really just contact management.

It's a little bit of a balancing act on Oracle's part. For now, it's kind of antithetical to their traditional message of a single unified suite.

There are several drivers in this market. One surprise has been larger enterprises that want CRM for a branch office or a department. Also, there are so many big players in the market now that it's been creating interest in hosted services.

It isn't a scalability issue. Typically when you're talking about an organization that will have more than a thousand CRM users, you're talking about a broad implementation that will touch more areas of the company and will involve more business processes.

Some customers have the expectation that you flip a switch and you're done. But there are setup costs and training costs and ramp-up costs. There's getting the system customized to match the business context and then getting people to use the system. CRM implementations are still complex, even if they're delivered in an on-demand fashion.

Because most of these are monthly investments and in the past were smaller deployments, we haven't heard about the big disasters yet. The larger implementations will be the ones to watch.

Salesforce.com is an ambassador for this space because it reached critical mass first. So when Salesforce.com has a problem, people start questioning the whole delivery model.

The idea behind Software as a Service is ultimately [that] the buyer shouldn't have to worry about the software or the infrastructure but you need to understand who the hosting partner is. In the long term, that goes away as hiccups get ironed out, but for the time being we're suggesting to customers they understand what's going on behind the scenes. SAP going with IBM was smart because it brings instant credibility.

Larger companies are now seeing hosted CRM as a way to put the application in a single department to try it out, and then roll it out to the rest of the enterprise later.

If Microsoft would put its stake in the ground on this, it could definitely make a pretty major impact in this business,

[Given that smaller business customers represent Microsoft's] sweet spot, ... an instant significant force in that market.

Onyx says they have a poison pill in place, though I haven't seen it yet. It seems like an extreme method, but it could happen.

The use of Microsoft's .NET also has Web-services implications within an organization because it provides an effective way to integrate Microsoft applications together.

But each company has varying degrees of adherence to Web-services standards and varying methods of supporting those systems.

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