Building on top of CRM applications can speed development and bring standardization, but there are alternative approaches. Is it still viable to purchase a complete set of products from a sole source?
Absolutely. It's becoming imperative that smaller, more nimble companies with a specific point solution have a bit of an edge. No matter how big your software company is, there will always be more people outside of it than inside. These people have good ideas and access to capital.
So, we're finding that companies that concentrate on one thing, while keeping standards, can do a better job of supporting the multiple parts of a business process than a single, large company trying to do everything. I think we've entered a new era that's going to last a long time.
Dig Deeper on Customer relationship management (CRM)
Related Q&A from Denis Pombriant
Community forums give customers a powerful venue to offer companies insight on products and services. Continue Reading
In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service. Continue Reading
Companies' success with subscriptions has been mixed. But CRM subscription models provide key customer insight, says expert Denis Pombriant. Continue Reading