Important Industry Announcements, and What We Think of Them

MICROSOFT announced the availability of Microsoft Dynamics CRM Analytics Foundation, which manages customer-facing processes, including business scorecard management, ad-hoc analyses of aggregated customer information and predictive analytics. The feature set is intended to provide CRM users with real-time access to key information and metrics.
Our Take: Once again, Microsoft signals that it’s SERIOUS about CRM. This is the kind of functionality that was once only found in the very highest-end systems.

RIM announced the BlackBerry 8800 smartphone. This is the thinnest BlackBerry handset with a QWERTY* keyboard and a trackball navigation system. It also includes built-in GPS (Global Positioning System), multimedia features, and a microSD expandable memory slot. Features include support for voice and data applications, including phone, email, text messaging, Web browser, organizer, and multimedia.
Our Take: Watch out Apple. This device may not look as sexy as the iPhone, but it leapfrogs the iPhone’s functionality.

NETSUITE announced new functionality for mid-sized companies’ ecommerce operations. The new features include multi-channel, multi-store, multi-currency, and multi-language support, and automated Amazon.com-like upsell/cross-sell capabilities. These are intended to enable mid-sized companies to automate ecommerce operations and avoid developing complex custom applications.
Our Take: Netsuite may be the only CRM vendor that really understands how the Internet is changing the way that B2B commerce takes place. While most other vendors are still working on making sales forces more automated, Netsuite sees that making it easier for customers to buy is going to deliver the biggest payoffs – even for companies where the initial sale comes from the direct sales channel.

CDC announced the acquisition of Respond Group, Ltd., a European provider of software applications for improving customer service through the management of complaints and enterprise feedback. According to CDC, these capabilities are “complementary” to CDC Software’s Pivotal CRM solutions.
Our Take: We’re not so sure about the “complementary” part. The real motivation for the acquisition was probably to increase the company’s CRM user base. According to the press materials, the acquisition added “800 customers to the CDC Software family of more than 5,000.”

Sage announced SageCRM v6, for small and mid-sized businesses, which includes new user training tools including instructional feature tours and on-screen coaching, new data management features including expanded search queries and grouping functionality, and enhanced system administration capabilities. SageCRM also enables bi-directional front- and back-office integration with Sage Software accounting and business management solutions.
Our Take: We don’t know how they do it. Sage continues to release powerful new capabilities for its large suite of products, without seeming to give any of them short shrift. They must keep their programming staff chained to their desks. Amazing!

SAP announced the appointment of Patrick Bakey as president of its U.S. public services organization. Bakey was previously senior vice president of the customer relationship management (CRM) practice, responsible for accelerating revenue growth by extending the strong value of CRM to existing and new customers. He also served on the SAP Americas senior leadership team, working as an expert in industries, solutions, and strategic partnerships vital to the company’s growth.
Our Take: We almost never comment on executive appointments, but Bakey has been a big help to our CRM editorial efforts. He has always been willing to give us briefings on SAP’s strategy, as well as insights into the CRM industry as a whole. We wish him well in his new success.

Genius.com announced a new release of SalesGenius, an application with which sales reps can qualify leads, understand prospect buying preferences, and provide personalized service via the company Web site, ostensibly without programming or IT involvement. The release introduces email templates and wizards, response-based real-time reporting, and a different user interface.
Our Take: We’re generally skeptical of claims that regular sales folk can do fancy CRM stuff without a programmer sitting on their shoulder. On the other hand, plenty of sales reps use Excel…and that’s a type of programming. SalesGenius is certainly worth a look, if you’re sick of being hostage to the propeller-heads.