Worldwide CRM market up on emerging markets and SaaS

New research by Gartner Research shows that CRM software revenue rose to $8.1 billion in 2007

3965 days ago
Landon Hoover

Sharon Metz's comments seem very poignant, and I think she has identified some of the most important areas SaaS and CRM providers need to improve. Analytics in particular, I believe, will be essential to achieving the continuous improvement of SaaS offerings and CRM services. User Analytics allow the SaaS providers to view what exactly users are utilizing at a very in-depth level. This helps SaaS providers focus their energies on the most relevant and utilized services within their offering. They receive direct feedback on how they can better improve their product to fit their clients usage. As well, when certain tools aren't utilized the provider knows they need to inquire about feedback, improve the tool, or scrap it. This type of interaction and feedback seems to be the future. I think this is precisely what Metz was suggesting. There are a number of companies that provide SaaS and CRM companies with analytics; one company is called eVapt. The type of analytics Metz is talking about, and that eVapt, among other companies, offers are very different from Google analytics. They reach depths that can truly add value. Partnering with such a company as eVapt or developing analytics in other fashions is essential to continued improvement.

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