Jul 2003
CRM Analytics: Have the BI vendors missed the boat?

A significant amount of money invested in customer relationship management (CRM) software over the past decade has been wasted, and a lot of analytics packages are shelfware, yet the usefulness of and demand for analytics capabilities among enterprises is growing. The 451 Group believes there is a fundamental marketplace gap in the arena of CRM analytics – with supply and demand factors fundamentally out of sync.

Some of the greatest culprits are the business intelligence (BI) vendors, which have been happy to provide analytics that are well behind the best of breed; meanwhile, the best-of-breed suppliers are typically too small and require too much integration to really succeed. The application suite vendors have a lot to gain from improving their analytics and acquiring some of the leading pure-play vendors. If the BI vendors don't respond quickly, then they will miss the analytics opportunity. And a final opportunity exists for outsourced IT service providers, such as Accenture and IBM, which could capitalize on this gap by offering hosted analytics – a different model altogether.

The 451 Group is pleased to announce the publication of an extensive report on the current and future marketplace opportunities and threats for CRM analytics technologies. This 451 Special Report provides a comprehensive view of the product developments, vendor strategies and future direction for this emerging IT market. Key winners and losers are identified, along with analysis of broader competitive factors and marketplace implications.

For more details about the report, including a brochure and a detailed table of contents, please fill out the form above, or contact our sales staff:

By email at , or by phone at 212 505 3030 in the US.

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About The 451 Group

The 451 Group is an independent technology industry analyst company focused on the business of enterprise IT innovation. The company’s analysts provide critical and timely insight into the market and competitive dynamics of innovation in emerging technology segments. Clients of the company – at vendor, investor, service- provider and end-user organizations – rely on 451 insight to support both strategic and tactical decision-making for competitive advantage.

The 451 Group is headquartered in New York, with offices in key locations, including San Francisco, London and Boston. For additional information on the company or to apply for trial access to its services, go to: www.the451group.com