A History Lesson in CRM

I couldn’t resist commenting on Martin’s blog post below, in addition to the linked comments made by Josh Weinberger and Jill Dyche over on the destinationcrm.com blog. I’ve always been a big history buff, mostly because it provides perspective on what’s happening today and what we can expect in the immediate future, whether it be politics, war, or even the all-encompassing world of IT software.

To add to the comments already made, companies such as Siebel, Oracle, and Salesforce.com have left an indelible mark on the business software industry; there place in its history is assured. But comments such as these never cease to amaze me, because if there’s ever been one constant within our industry, it’s there will never be one end-all, be-all solution or deployment model.

In the past, Siebel, Ellison, and Benioff have all made bold comments along the same lines about the ASP model, SaaS, and now cloud computing. And they were always both right and wrong, as the majority of businesses still prefer and probably always will prefer, to house, manage and run certain applications via certain deployment models, and wrong for misunderstanding when the time or situation calls for it.

As I’ve said before, businesses will always be looking for shear flexibility when it comes to their IT department, and as a result, the ASP model, cloud computing, whatever deployment model will all find their place amongst the others, with businesses continuing to learn how to drive value from all of them.

One thought on “A History Lesson in CRM

  1. Hi Colin-

    Great post! It’s SO funny how the CRM landscape has changed so much–and yet not. While the business models have changed and the functionality of the software tools has improved dramatically, the vendors still struggle to provide real-life case studies of business value.

    I remember visiting Siebel HQ and seeing all the meeting rooms named after the Fortune 500 companies that comprised the CRM vendor’s customer base. I wonder what those companies’ long-term return on customer has been. And, more to the point, I wonder if they know their customers any better now than they did back in the good old days.

    Jill Dyche
    Baseline Consulting

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