Report: Deployments of Significance

Boston-based IT consulting firm, Aberdeen Group, has released their annual report, “What Works: Ten Significant CRM Implementations of 2001,” documenting the most successful deployments of the year. The findings come as a result of vendor surveys that measured both qualitative and quantitative implementation data.

Aberdeen researched the 15 top scoring submissions, analyzing the vendor and the deployed technology; the vendor’s understanding of the client’s need; the effort and cooperation invested in implementation and training; the ROI; and future plans for further reaching deployment.

Since CRM is a broad term that encompasses marketing, sales, and support components, Aberdeen focused its analysis on CRM segmentations — sales force automation (SFA), marketing automation (MA), customer service and support (CSS), field service management (FSM), help desk (HD), and partner relationship management (PRM).

In alphabetical order, the top ten CRM implementations for 2001 are:

Honorable mention goes to:

The 141-page report examines each deployment in-depth and is available in its entirety from Aberdeen for US$495.

Founded in 1988, Aberdeen conducts IT market analysis and provides positioning, penetration and acceleration services to vendors. Areas of technology expertise include enterprise business applications, carrier and enterprise communications, network services, and platforms.

Related article:
Aberdeen’s CRM Top Ten