fy’16 crm cloud survey report€¦ · need to automate sales processes poor user experience not...
TRANSCRIPT
FY’16 CRM Cloud Survey Report
6%
25%
13%
56%
HOW MANY EMPLOYEES ARE USING CRM IN YOUR ORGANIZATION?
100-200 11-49 50-99 201+
Our results showed that Oracle was the leader amongst all
the Enterprise businesses; whereas
other Software providers like
Salesforce are leading vendors amongst
small businesses or SMBs (10-100
employees).
Not surprisingly, our survey responses show
that Customer Relationship
Management (CRM) applications are
absolutely crucial to businesses at the
enterprise level (companies with 200+
employees).
Interestingly, Emerging businesses
or ESB (11-50 employees) to Small
businesses or SMB (50-100 employees) are
leveraging CRMs more than Mid-Market
companies (100-200 employees)
DOES YOUR COMPANY CURRENTLY USE A CRM SYSTEM?
Yes No
WHICH VENDOR ?
Salesforce Oracle Microsoft Dynamics SAP Other
40%According to our survey responses, most companies today are using some version of Customer Relationship Management. The consensus noted that there was a need for automating the tracking and reporting of sales and business processes in a central system
Our survey responses showed that Oracle was the leading
vendor just over Salesforce, MS Dynamics, SAP and other
providers.
7%7%
13%33%
82%
18%
Need to automate sales processes
Poor User Experience
Not Customized to our Business
Not Real-Time
Lack of Reporting
Lack of Mobile functionality
Not integrated with Outlook
Lacks modern features
THE BIGGEST PAIN POINTS WITH SALES PROCESSES WITHIN YOUR CURRENT SYSTEM?
18.5%
18.5%
7.4%
7.4%
14.8%
7.4%
11.11%
14.8%
Other OptionsCustom Developed 33%67%Many companies are still employing homegrown custom developed software systems for their organizations. About 20%
of the companies do not use a system within the industry standard for CRM, EBS or ERP. And, other options takes 33% market share within SMBs other than the mainstream custom developed solutions.
WHAT SYSTEM OR APPLICATIONS COMPANIES USE INSTEAD OF CRM/EBS/ERP?
70%5% 25%
Email is still the most preferred communication channel !
“”
WHAT CHANNELS OF COMMUNICATION DO COMPANIES’ CUSTOMERS PREFER?
Live Chat Email In Person
Copyright © 2016 SoftClouds
HOW DOES YOUR COMPANY CURRENTLY STORE CUSTOMER RECORDS?
EBS Database or Excel Sheets
On-Premise Deployed CRM
On Cloud Deployed CRM
In Shared ERP System
12.5%12.5% 18.5%38%
Others
18.5%Most organizations seem to be embracing the CLOUD for ease
of use and connectivity!
Copyright © 2016 SoftClouds
Yes No
According to our 2016 survey results, there is an even distribution amongst companies using multiple systems versus one system. It could be a hybrid cloud where they are connecting multiple clouds and hence they need data to be transferred
between these systems.
DOES YOUR COMPANY REQUIRE DATA TRANSFERING WITHIN YOUR CRM?
Copyright © 2016 SoftClouds
WHAT ARE YOUR SALES TEAM PREFERRED DEVICES?
40% 5% 45% 10%Contrary to popular belief that mobile has taken over the world, the sales “force” still seems to be very
conventional in the usage of devices, and is not taken over by the millennials !
Desktop
Tablet
Laptop
Mobile
Copyright © 2016 SoftClouds
WHAT ARE THE MAIN FUNCTIONALITIES YOU NEED FROM YOUR CRM?
Lead Tracking/Management
Opportunity Tracking/Management
Account Management
Pipeline Forecasting
Outlook Integration
Mobile Device capability
Quoting/Order Management
Sales Campaigns/Surveys
Integration with Databases
Social Channels Integration
Custom Features
20%
17%
9%
14%
5%
3%
5%
5%
11%
5%
6%
Copyright © 2016 SoftClouds
DOES YOUR NEW CRM SOLUTION REQUIRE INTEGRATION WITH ANY OTHER SYSTEMS?
82%
18%
Most companies seem to be embracing the concept of the hybrid cloud where multiple
software solutions will be interconnected to each other.
“
”
Copyright © 2016 SoftClouds
WHICH SYSTEM(S) WOULD YOU LIKE TO INTEGRATE YOUR CRM WITH?
0 1 2 3 4 5 6 7 8 9 10
Other Customer Service Applications
Accounting/Financial Systems Outlook
Document/Knowledge Databases ERP
EBS Content/Marketing/Lead Generation Applications
3%
12%
17%
30%
5%
20%
3%
10%
The leader for CRM usage is Customer Service, where all companies seem to embrace the idea of Customer
Experience (CX) leading to Customer Delight and more business/revenue.
About SoftClouds
Copyright © 2016 SoftClouds
INDUSTRY EXPERIENCE
SOME OF OUR CLIENTS…
Copyright © 2016 SoftClouds
DISCLAIMER
This survey is for informational purposes only and is not conducted in any scientific fashion. The survey was conducted from June 15, 2016 to June 30, 2016. To protect the anonymity of the survey participants, it does not prohibit users from submitting more than one response. Thus, we make no guarantees about the accuracy of the results and you should not rely on the survey to provide the definitive outcome other than that they reflect the choices of the users who participated. All information provided in this document is for non-commercial educational purposes only. References to commercial products or trade names do not represent an endorsement of these products or companies by SoftClouds LLC.
Follow us on