SEARCHCRM.COM
This Week
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A newsletter from TechTarget
September 17, 2007
IN THIS ISSUE:
> From the Editor: Is third-party support worth it?
> Ask the Experts: Customer strategy advice from Peppers & Rogers
> Learning Center: "Do not call" quiz
> More from SearchCRM.com: Open source software buzzwords;
certification course
FROM THE EDITOR
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Is third-party support worth it?
[by Barney Beal]
bbeal@techtarget.com
You may have noticed a lot of content from our sister sites
SearchOracle.com and SearchSAP.com recently.
Anything that affects those two application giants generally affects
the CRM market as a whole, and I think that's particularly true when
it comes to maintenance and support costs.
The lawsuit Oracle filed against SAP claiming that its TomorrowNow
subsidiary illegally downloaded materials and is guilty of "corporate
espionage on a grand scale" has brought some added attention to the
matter of maintenance and support. SAP bought TomorrowNow with the
idea of using its PeopleSoft and JD Edwards support business to lure
away Oracle customers shortly after Oracle completed its PeopleSoft
acquisitions.
http://go.techtarget.com/r/2203745/6276287
A number of firms offering to support massive enterprise applications
have since emerged -- companies like Rimini Street (founded by former
TomorrowNow executives) and netCustomer, which contracted with
PeopleSoft to provide support before Oracle took it over. They offer
some pretty impressive claims of savings, up to 50% in annual
maintenance fees in some cases. Of course not everyone is prepared to
rely on a third party to support their CRM system. One need only look
at TomorrowNow and wonder how it would handle the Oracle lawsuit if
it didn't have the weight of SAP behind it.
http://go.techtarget.com/r/2203746/6276287
Maintenance and support are a pretty significant revenue stream for
Oracle and SAP, typically 22% of the net licensing fee. That's not
something Oracle and SAP are going to concede to third-party shops.
http://go.techtarget.com/r/2203747/6276287
All of which begs the question of whether it's all worth it. Is it
worth the risk of looking outside your software vendor for some
maintenance and support savings? Or is the support you're receiving
worth what you're paying for it?
Write to bbeal@techtarget.com and let us know what you think.
Barney
News Director
ASK THE EXPERT
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Advice from Peppers & Rogers
Industry leaders Don Peppers and Martha Rogers have gained CRM fame
with years of market analysis and consulting as well as their
authorship of several books. Ask them your questions in these
categories:
Building trust with customer strategy
http://go.techtarget.com/r/2203748/6276287
Customer equity: Long-term and short-term
http://go.techtarget.com/r/2203749/6276287
Listen to Peppers and Rogers's expert advice in this podcast.
http://go.techtarget.com/r/2203750/6276287
LEARNING CENTER
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"Do not call" quiz
Need to catch up on the details of "do not call" regulations? This
quiz tests your knowledge of the history behind the National Do Not
Call Registry and its impact on the call center industry.
http://go.techtarget.com/r/2203751/6276287
SITE HIGHLIGHTS
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IT solutions for the midsize enterprise
IT Connect Expo is the only event that brings together the leading
vendors offering solutions tailored to the needs of midsize
enterprises, in a seminar environment. Register now!
http://go.techtarget.com/r/2203752/6276287
FEATURED WHITE PAPERS
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Strategies for Growth and Loyalty in Multi-channel Customer-Oriented
Organizations
Published by: Infor
http://go.techtarget.com/r/2203754/6276287
World-Class Business Intelligence Without a Data Warehouse
Published by: Exact Software America
http://go.techtarget.com/r/2203756/6276287
Ten Principles for Knowledge Management Success
Published by: KNOVA Software
http://go.techtarget.com/r/2203757/6276287
View All White Papers at:
http://go.techtarget.com/r/2203759/6276287
MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: Multics
Get the latest on open source CRM software with this collection of
top buzzwords, including the newest terms and definitions related to
the open source software trend. This week, find out how multics fits
into open source CRM.
http://go.techtarget.com/r/2203761/6276287
CERTIFICATION: Customer experience management
Earning a certificate in customer experience management (CEM) can
help you transform your customer experiences into a strategic way to
maximize revenues and profits. The Strativity Group's next
certification program takes place Oct. 31 and Nov. 1 in Teaneck, N.J.
Register with this link and get $200 off registration fees -- only
for SearchCRM.com newsletter subscribers.
http://go.techtarget.com/r/2203772/6276287
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CONTACT US:
Sales
For sales inquiries, please contact us at:
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Editorial
For feedback about any of our articles or to send us your article
ideas, please contact us at:
mailto:kglance@techtarget.com
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