For CRM projects to be successful, companies must use CRM providers that link technology with strategy, people, and business processes simultaneously, according to a new report, 'Choosing The Right CRM Consultant', from Forrester Research.
The report, which evaluates eleven CRM vendors using Forrester's Wave methodology says that companies implementing CRM systems should focus their efforts on post-implementation training, communications, and support.
The consultancy firms examined included Accenture, BearingPoint, Cap Gemini Ernst & Young (CGEY), Computer Sciences Corporation (CSC), Deloitte Consulting (DC), EDS, IBM Business Consulting Services (IBM BCS), Inforte, Infosys Technologies, Tata Consultancy Services, and Wipro Technologies.
Their CRM practices were scored on three key attributes: current offering, strategy, and market presence, divided into over 70 more detailed sub-criteria.
Key findings
Among the findings of the evaluation, Forrester highlights the following points of interest:
- Accenture scored highly and led the way in the evaluation: With the exception of cost, Accenture received positive feedback from its clients across the board.
- BearingPoint, CGEY, and IBM BCS followed closely, with each demonstrating success in different key areas.
- Despite a significantly smaller market presence, Inforte also proved itself to be a strong performer within the group.
- Infosys, Tata Consultancy Services, and Wipro received the highest marks for overall value after scoring well on both client satisfaction and low costs.
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