Infor has once again ranked as a Leader in the Nucleus Research CRM Technology Value Matrix and has achieved this position with a CRM solution that is the centrepiece of a comprehensive Customer Experience (CX) Suite. The CRM solution integrates customer data across the enterprise to drive consistent and excellent experiences throughout the channels across the customer lifecycle.
Besides CRM, the Infor CX Suite also includes Configure Price Quote (CPQ), Contract Lifecycle Management, Marketing Resource Management, Interaction Advisor, Rhythm, Omni-channel Campaign Management, Sales Intelligence for CRM, and marketing automation through Infor’s partnership with Marketo.
Exceptional customer experience has become a key differentiator in today’s competitive market, and technology providers like Infor are developing advanced solutions to help companies remain competitive. Rebecca Wettemann, Vice President of Research at Nucleus Research says, “As companies continue to evolve their customer engagement strategies to stay competitive, reducing barriers to adoption and improving the quality — and intelligence — of customer interactions are high priorities on vendors’ and customers’ roadmaps” (read more here). Infor’s leading ranking is evidence that it is committed to helping customers keep up with the competitive demands of commerce.
Infor’s ability to provide an integrated platform that streamlines processes and creates a consistent, unified, 360 degree view of the customer is one of the key reasons for its position as a market-leader. Dan Elman, Analyst at Nucleus Research, says “You can only get so far with isolated datasets as you run into walls from within divided silos. Leaders in the CRM Value Matrix are in the process of breaking down these walls, connecting disparate business processes across sales, service and marketing to provide greater value from new deployments.”
With the core functional capabilities of marketing, sales and customer service maturing, Nucleus has identified four areas where CRM vendors are investing in:
- Artificial Intelligence (AI). Nucleus expects growing investment in this area as software vendors fine-tune their solutions to provide more transparent models for prediction and data cleansing.
- Integration. Nucleus predicts that vendors will invest in integration, both organically and by acquisition, so that customers can retain their existing investments whilst enjoying the advantages of cross-core opportunities.
- Usability. Vendors will continue to work on upgrading and enhancing User Interface (UX), including innovation in areas such as embedded intelligence and features that enable users to automate tasks and engage in best practices.
- Edge capabilities. CRM providers will invest in capabilities that extend their solution offerings and deliver higher ROI through enhanced analytics, field service automation, and configure price quote.
These areas align with Infor’s strategic vision for its own CX Suite. In particular, Infor’s CRM solution helps companies identify opportunities and engage with customers to provide excellent customer experiences with sales management tools, alerts and analytics that drive accurate forecasting, informed decision making, more efficient practices and effective team management.