Has Highest User Satisfaction for CRM, According to New Research Report

95 percent of respondents cite improved efficiency and effectiveness with CRM initiative

SAN FRANCISCO, Calif. - December 8, 2003 -, the world leader in delivering on-demand applications, announced today that it has the highest user satisfaction score in a new research survey of customer relationship management (CRM) customers released today by Gartner Inc. From June to October 2003, Gartner surveyed more than 130 small and medium businesses (SMBs) or business units of larger companies (97 percent were North American based) using CRM solutions from 20 different vendors.

According to the Gartner report, "there was overwhelming proof of the benefits of CRM initiatives among SMBs, which are defined as having less than 1000 employees." Users rated their satisfaction with their CRM vendor in nine areas including product usability for end users, system administration, product features, product quality, system response time, vendor help desk, vendor sales staff, price for the value received and overall experience with the vendor.

According to the report, "SMBs' user satisfaction with CRM is generally high; survey results show that 64 percent have achieved a measured return on investment."

"We believe on-demand CRM delivers high user satisfaction because it eliminates the headaches and hassles of traditional software installation, maintenance and upgrades," said Marc Benioff, chairman and CEO, "With the state-of-the-art integration, globalization and customization capabilities in our Winter '04 release we will extend our leadership and drive on-demand CRM success, not software, for everyone."

Source: SMBs Report High User Satisfaction With CRM Software, Wendy Close, November 2003.

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