CRM - March 2008 - (Page E5)

Sponsored Content March 2008 5 OTHER THAN CLOSED BUSINESS, THE SALES AND MARKETING PROCESS CAN MOST CLOSELY BE MONITORED THROUGH TRACKING THE INCREASES OR DECREASES IN NUMBERS OF LEADS AND COST PER LEAD. • ABOUT HALF (51%) ALSO SEE IMPROVEMENT IN COST PER LEAD (GREATER THAN 26% IMPROVEMENT). SATISFACTION AND PROVIDERS We asked the survey group how their organizations would rate their experience with web conferencing providers. A total of 97% are very satisfied, satisfied, or somewhat satisfied. Only 3% are not satisfied. • WE EXAMINED SATISFACTION RATES BY VENDOR ON A 1-4 SCALE (WITH 4 = VERY SATISFIED AND 1 = NOT SATISFIED). CITRIX, THE SPONSOR OF THIS RESEARCH, IS THE TOPRATED VENDOR, WITH A COMPOSITE SCORE OF HIGH END OF THE SATISFACTION RANGE. — RESPECTABLE NUMBERS THAT ARE AT THE BUT AMONG THOSE SURVEYED FOR THIS PROJECT, CITRIX IS LEADING THE WAY IN CUSTOMER SATISFACTION. 3.3. THIS CLEARLY SHOWS POSITIVE ATTITUDES REGARDING ITS USER SATISFACTION FOR SALES AND MARKETING APPLICATIONS. REASONS FOR DISSATISFACTION • OTHER WELL-RATED PROVIDERS RECEIVED COMPOSITE SCORES RANGING FROM 2.4 TO 2.9 A sales and marketing event must be bulletproof. Whether the audience is internal or external, customer or partner, your attendees’ time is invaluable and false starts lead to later no-shows. Thus it is not surprising that poor performance (24%) is the single biggest issue for the 3% of total users who are not satisfied with their web conferencing providers. The issues that Wainhouse Research consistently hears about are: • POOR PERFORMANCE OR POOR SERVICE/SUPPORT • THE FEELING THAT THE TECHNOLOGY CAN SOMETIMES BE TOO COMPLICATED (TO DEPLOY OR TO ACTIVELY USE) • LACK OF SUFFICIENT FEATURES • TOO EXPENSIVE OR TOO DIFFICULT TO PREDICT THOSE COSTS • LACK OF SECURITY Fortunately, those issues affect a tiny fraction of the overall web conferencing user community. WHAT IT TAKES TO MAKE WEB CONFERENCING EFFECTIVE FOR SALES & MARKETING We also hear over and over that effective use of web conferencing combines solid content, quality presenters, and technology that delivers rock-solid performance. Users tell us repeatedly that they seek easy-to-use

Table of Contents Feed for the Digital Edition of CRM - March 2008

CRM - March 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Re-shoring Contact Centers NetSuite’s Sweet Ride Takes Another Turn SaaS X.0? destinationCRM Dashboard Retailers Dream Big Detroit: Driven to Distraction Required Reading The Markets Within the Masses In Search of... Selling CRM to Your Sales Force Quixtar’s Quick Fix Travelocity’s New Traveling Companion Chasing Down First-Call Resolution Governing Better Marketing Secret of My Success Re: Tooling Connect Pint of View

CRM - March 2008

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