CRM Privacy and data security System

Privacy and data security System

One of the primary functions of CRM software is to collect information about customers. When gathering data as part of a CRM solution, a company must consider the desire for customer privacy and data security, as well as the legislative and cultural norms. Some customers prefer assurances that their data will not be shared with third parties without their prior consent and that safeguards are in place to prevent illegal access by third parties.

Market structures

The following table lists the top CRM software vendors in 2006-2007 (figures in millions of US dollars) published in a Gartner study.[12]

Vendor 2007 Revenue 2007 Share (%) 2006 Revenue 2006 Share (%) '06-'07 Growth (%) '06-'07 Change in share (%)

Oracle 1,319.8 16.3 1,016.8 15.5 29.8 +0.8

SAP 2,050.8 25.3 1,681.7 26.6 22.0 -1.3

Salesforce.com 676.5 8.3 451.7 6.9 49.8 +1.4

Amdocs 421.0 5.2 365.9 5.6 15.1 -0.4

Microsoft 332.1 4.1 176.1 2.7 88.6 +1.4

Others 3,289.1 40.6 2,881.6 43.7 14.1 -3.1

Total 8,089.3 100 6,573.8 100 23.1 0

The following table lists the top software vendors for CRM projects completed in 2006 using external consultants and system integrators, according to a 2007 Gartner study.

Vendor Percentage of implementations

Siebel (Oracle) 41%

SAP 8%

Epiphany (Infor) 3%

Oracle 3%

PeopleSoft (Oracle) 2%

salesforce.com 2%

Amdocs 1%

Chordiant 1%

Microsoft 1%

Metus Technology 1%

SAS 1%

Others 15%

None 22%