MBS targets local market with CRM apps

Microsoft Business Solutions (MBS) will unveil a new version of its flagship application, Great Plains release 7.5, at this year's Gitex.

  • E-Mail
By  Greg Wilson Published  September 29, 2003

Microsoft Business Solutions (MBS) will unveil a new version of its flagship application, Great Plains release 7.5, at this year's Gitex.

Promising expanded capabilities to help businesses improve efficiency and profitability, the solution should allow companies to rapidly respond to customer demands and enable both management and employees to access and analyse data effectively.

In addition, the company will be previewing its customer relationship management (CRM) application. Scheduled for launch by the end of the calendar year in the Middle East, the customer-centric software has been developed to offer businesses an easy-to-use tool for building lasting and profitable relationships with their customers.

The Redmond giant's entry into the local CRM space should give the market a further jolt and help it live up to the massive growth predictions reported by Madar Research. As of last month, the analyst house forecast that the UAE CRM market would be worth US$90 million by 2008 and witness a compound annual growth rate (CAGR) of 20% between 2003 and 2008.

"The implementation of internet and mobile sales application, as well as the UAE's strong ICT orientation and overall healthy economy, have already contributed to good CRM sales last year and in the first quarter of 2003," says Abdul Kader Kamli, president and research director, Madar Research Group.

"Now, as more of the larger enterprises and customer-focused businesses start to gain insight into the various direct and indirect benefits of CRM, and appreciate that the longterm returns justify making the relevant investment, growth in the country's CRM market is expected to accelerate further in the next two to three years, then stabilise," he adds.

Madar Research's study shows the banking sector has been most aggressive when it comes to implementing CRM as it accounts for 36% of the key CRM installations in the UAE. The telecommunications sector is also perceived to be a lucrative one, even though the country currently has only the monopoly operator, Etisalat and its affiliate companies. Other industries that will become active CRM adopters, according to Madar, include the government sector and the retail/travel sector.

"The needs of vertical sectors, such as banking & finance and telecoms, to improve customer satisfaction and services and to respond to the growing adoption of the internet and e-commerce business models, are the top growth drivers for the UAE CRM market. Other drivers include cost savings and competition within their industries as a direct result of the pending market deregulation," explains Kamli.

However, with the availability of attractive packages at lower costs, CRM adoption will no longer be limited to large verticals. It is already beginning to trickle down to mid-sized businesses and significant growth is expected within this segment.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code