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Yes, Other Companies Offer Hosted CRM, Too
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
If you've taken to thinking lately that only two companies provide hosted CRM, you can hardly be blamed. The amount of noise that a few players have been making has been deafening, and has somewhat drowned out the other players, who are quietly doing what they do…provide hosted CRM. One of these quieter players is Entellium (www.entellium.com), which was recently recognized by analyst group Frost & Sullivan for excellence in hosted CRM.
Frost & Sullivan chose Entellium for its 2005 Customer Service Leadership Award, which is given annually to the company the analyst group feels "best demonstrates excellence in customer service leadership within the hosted CRM industry." In addition, the recipient must have shown excellent responsiveness to customer needs and be continually focused on long and short-term customer profitability goals.
“I am extremely proud of this award because it underpins our brand values. We stand by our customer friendly policies of voluntary contracts, free live support for every user, and service level standards for all customers and clearly we’re setting the benchmarks for the rest of the industry,” said Paul Johnston, President and CEO of Entellium. “We’re in the customer relationship management business – that’s what CRM stands for. Charging a customer to have a relationship with you seems wrong when you are providing a service – yet sadly this has become the norm in our industry. We recognize that customers have a choice, and more and more they are choosing Entellium because they see that great customer service is as important as their product selection.”
To choose the recipient of this Award, Frost & Sullivan analyst teams track industry participants and monitor their customer service methods on an ongoing basis. The award recipient is selected based upon research collected from key market participants, secondary and technology sources, and customer interviews. Collected data are then cross-tabulated to find the number one ranking company.
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit the archives.
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