Top ten CRM implementations of 2002 reviewed

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By: Wise Marketer Staff |

Posted on April 17, 2003

Top ten CRM implementations of 2002 reviewed

US-based market analyst, Aberdeen Group, has published its selection of the top ten customer relationship management (CRM) implementations of 2003, with each award being backed by a detailed case study including the CRM supplier, the client, and the implementation strategy.

In researching the report, 'What Works: Ten Significant CRM Implementations 2003', Aberdeen canvassed a number of CRM industry vendors to identify their most significant implementations over the past year.

"Return on investment continues to be a major theme in the CRM industry and 2002 was no exception," explained Denis Pombriant, Aberdeen's CRM research vice president, who is also the main author of the report.

Pombriant set out to identify cases where implementations had not only succeeded but where the client could highlight a return they received from the implementation. As a result, this year's report also contains information about CRM spending intentions and satisfaction.

Case studies The report takes a case study approach, detailing examples of excellence in CRM implementations without regard to conventional vendor-oriented measurements (such as size, market share, or the SIC code of the end-user client). It highlights cases across a variety of different industries, companies, vendors, business problems, and solutions.

End-user organisations (and technology vendors) profiled in the report include Newell Rubbermaid (Art Technology Group), Cable & Wireless (ChannelWave Software), Arizona Dept. of Transportation (FrontRange Solutions), Beazer Homes USA (Online Insight, Inc.), Pepsi-Americas (PeopleSoft), Engage (, Avnet (SalesLogix), Sovereign Bank (Salesnet), Boehringer Ingelheim (Siebel Systems), and Hitachi (Selectica).

The report has initially been made available to download for free at Aberdeen's web site.

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