Can you handle CRM?

One size doesn't fit all

CRM often succeeds in large companies that spend heavily to customise their implementations. But smaller firms typically don't have the funds necessary for complicated CRM projects.

To that end, vendors have responded with a variety of products that offer high-end power within simplified packages for small businesses. We wanted to examine two such offerings from Oracle and PeopleSoft. Both vendors are gunning for Siebel, the market leader in the CRM space. Oracle and PeopleSoft both offer rapid-deployment options for their packages--PeopleSoft's Accelerated CRM product suite and Oracle's "Global CRM in 90 Days" campaign.

We had a difficult time putting Oracle's 90-days campaign to the test. Oracle directed us to the company's Web site for information about the CRM product line. However, the company's PR representative didn't return our calls until after our deadline.

Frustrated, we asked Oracle's Telesales Group to call us and show us the product, which they did, in under a minute. A point in Oracle's favor: They have a slick setup with WebEx, and a Telesales representative was able to demonstrate the CRM Telesales/call-centre application. The person was friendly, professional and courteous.

Still, our overall experience with Oracle was disappointing. We couldn't get our hands on the suite or put the company's 90-day implementation guarantee to the test, because Oracle PR didn't meet our stated deadlines for assistance.

Can you handle CRM?

1.   Intro      2.   One size doesn't fit all      3.   Open arms across the bay      4.   Components for success      5.   Customer relief management

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