Industry Research Overview for CRM & Internet eNabled Call Center

This valuable research overview was provided by Magic Software. Its a large document and I have attempted to take the scrolling out by providing hyperlinks to the different sections. Niels Kjellerup, Editor 23 May 2000.

In General

The Linux Market

The CRM Market

Bizrate.com -study

Techguide.com-white paper

Goldman Sachs study: 2B or not 2B


IN GENERAL

 

 

THE LINUX MARKET

 

Linux Server Sites by Industry, 1999

Software Supplier/Developer 17.3%

Education 14.3%

Telecommunications/ISP 8.7%

Manufacturing 7.2%

Systems Hardware Supplier 7.2%

Systems Integrator/Reseller 6.7%

IT Consulting/Other IT Services 6.2%

Engineering Services 5.1%

Professional Services 4.6%

Government 4.1%

Finance 3.1%

Media 3.1%

Retail 3.1%

Insurance 2.1%

Healthcare 2.1%

Transportation 2.1%

Banking 1.0%

Other Industry 10.3%

(Source: IDC, March 2000)

 

Primary Function of Linux Servers Installed at US Sites, 1999

Web Server 42.1%

File/Print Server 26.0%

Email Server 23.2%

Domain Name Systems 15.3%

Firewall/Privacy/Cache 14.7%

Databases 10.5%

Application Development 8.1%

Application Server 6.3%

Experimental/Testing 6.3%

Gateway 5.8%

Networking 2.6%

Systems Management 2.1%

Backup 2.1%

Technical Apps 1.1%

Other 1.1%

(Source: IDC Linux Survey, September 1999)

For Which Applications Are People Using Linux?

Web or intranet server 70-80%

Application development 55-60%

Database 40-45%

EMail or messaging host 40-45%

Network file and print 35-40%

System management 35-40%

Network management 35-40%

Server farm 30-35%

Ecommerce server 25-30%

Thin servers 25-30%

Enterprise resource planning 15-20%

(Source: InformationWeek survey of 300 IT managers)

 

THE CRM MARKET

 

Benefits of a CRM Strategy

(Source: Coopers & Lybrand Survey of 800 North American companies)

 

Benefits % of Respondents Reporting Improvements

Enhanced target

Marketing 30-40%

Improved customer

Segmentation 30-35%

Increased customer

Retention 25-30%

Increased x-selling

Capabilities 20-25%

Differentiated customer

Segmentation 20-25%

 

BIZRATE.COM STUDY OF 12,700 ONLINE BUYERS

10 Key Service Attributes & How They Rate

High Importance, Low Performance

High Importance, High Performance

Low Importance, Low Performance

Low Importance, High Performance

Reason for Contacting Customer Support

Percent

Late delivery on order 24%

Get status of backordered items or out

Of stock items 21%

Incorrect, incomplete or damaged orders 16%

Ask question about an item for sale 15%

Get general information or a catalog 13%

Cancel all or part of an order 9%

Provide credit card number or other

Payment 7%

Incorrect charges on bill 5%

Get help on using or assembling an order 2%

 

TECHGUIDE.COM WHITE PAPER ON CRM

A recent white paper discussing CRM from techguide.com provides some interesting information, including:

Year One Year Two Year Three

W/O Loyalty

Program $16.00 $32.00 $40.89

After Loyalty

Program $35.00 $96.00 $141.53

Cost Area Percentage Call Savings

Toll Savings 41.7%

Reduced Abandons (toll) 3.0%

Staff Savings (reduced agent

Cycle) 37.7%

Reduced Abandons (staff) 13.5%

Not Recalling Abandons 4.0%

 

GOLDMAN SACHS STUDY: B2B: 2B OR NOT 2B?

Agriculture/mining/construction 3.5%

Manufacturing 36.9%

Transportation/utilities 9.3%

Wholesale 2.7%

Retail 10.3%

Finance/insurance/real estate 30.8%

Services 3.5%

Medical 1.9%

Other 1.1%

When do you expect to do any type of corporate purchasing on the Internet?

Never 7%

In 2 to 5 years 4.70%

In 1 to 2 years 2.3%

In 6 months to 1 year 20.9%

In less than 6 months 11.9%

Now/already purchasing 53.5%

In the next 3 to 5 years, approximately what percentage of your organization’s procurement will be spent over the Internet?

Great than 75% 8.6%

51-75% 5.7%

26-50% 40%

11-25% 20%

1-10% 26.7%

None 0%

Has your organization ever sold or bought a product or service through an e-market or Website?

Sold

Yes 37%

No 63%

Bought

Yes 69%

No 31%

What is the total dollar amount that you estimate your organization will spend on e-commerce software and services in calendar year 2000?

Less than $100K 34.1%

$100K - $499K 23.7%

$500K - $1M 13.2%

$1M - $3M 15.8%

More than $3M 13.2%

If you do purchasing on the Internet, do you use it for:

Direct Inventory

Yes 35%

No 65%

Indirect Products (i.e., office supplies)

Yes 87%

No 13%

Maintenance and Repair Items

Yes 52%

No 48%

Services

Yes 61%

No 39%

Percent of IT budget spent on Internet-specific projects in 2000:

Less than 10% 34.1%

10-25% 40.9%

26-50% 25.0%

Do you expect the total dollars from revenue, expense and support of e-commerce transactions to increase, decrease or stay the same in 2000 to 2001?

Increase 76%

Decrease 2%

Stay the same 20%

If total dollars increase, by what percent?

Less than 10% 21%

10-25% 46%

26-50% 18%

51-75% 3%

Great than 75% 12%

Percentage of e-commerce budget internet-based in 2000?

Less than 10% 34%

10-25% 35%

26-50% 8%

51-75% 8%

Greater than 75% 15%

The following categories indicate the percent of respondents that expect their organization’s e-commerce spending to INCREASE from their 1999 budget to their 2000 budget:

Website 71%

e-Market 80%

Procurement 69%

Supply chain 65%

Distribution 51%

Which one of the following three factors would most influence your firm to increase your rate of e-commerce spending from 1999 to 2001?

Expand customer base 40.9%

Response to a competitor 20.5%

Gain competitive advantage 46.7%

Do you have an XML-enabled solution in your e-commerce architecture?

Yes 36%

No 64%

When do you expect to deploy an XML-enabled solution?

In the next 3 months 5%

In 3-6 months 30%

In 6-12 months 20%

In over 12 months 40%

Who is your XML vendor?

Web Methods 26.6%

Ariba 26.6%

CommerceOne 14.3%

BizTalk (Microsoft) 14.3%

RosettaNet 7.1%

Other 7.1%

Are you an EDI user today?

Yes 67%

No 33%

Which of the following is your EDI provider?

Sterling Commerce 25.0%

GE Information Systems 12.5%

Harbinger Corporation 20.8%

IBM 28.2%

Other 12.5%

Do your current plans include partnering with an existing B2B e-market or online marketplace?

Yes 42%

No 58%

Do your current or future plans include developing your own e-market or online marketplace?

Yes 59%

No 41%

Do you currently use e-markets for…?

. Pricing transaction, such as getting quotes, bids or participating in auctions?

Yes 39%

No 61%

. Accounting transactions, such as shipping, payment, purchase orders and involving?

Yes 37%

No 63%

. Catalog management, such as submitting product cross-references on a catalog?

Yes 24%

No 76%

. Customer/supplier management, including credit checks and vendor performance cheks?

Yes 36%

No 64%

Constraints preventing you from moving ahead with Internet-enabled solutions?

Unclear return on investment 46%

Constituents do not get it 44%

Complicated tech solutions 33%

Waiting for the next

Generation of solutions 28%

Y2K 4%

 

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