Monday, May 19, 2003

InfoWorld: Reality Check on CRM

InfoWorld: Microsoft’s entry into CRM shifts the market landscape: May 16, 2003: By Ephraim Schwartz: Applications

Reality Check

Microsoft’s entry into CRM shifts the market landscape

By Ephraim Schwartz May 16, 2003

Interface Software is probably on the right track. Interface targets one market only, professional services – which for Interface includes billion-dollar law firms such as Skadden, Arps. Other markets within professional services include accounting, investment banking, asset and wealth management, and VCs, if there are any of them left.

Rick Klau, vice president of vertical markets at Interface, believes companies can learn from all those failures Gartner talks about. Horizontal approaches don’t work. CRM needs to be tailored to the specific market. And if it takes more than a half hour to learn the package, it won’t be used, Klau adds.

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