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June 29, 2005
CRMGuru.com Honors Onyx for CRM Excellence
The awards recognize the most customer-centric CRM solution providers, based on input from customers, users and partners. The winners in seven categories were determined by the highest score in their CustomerThink Relationship Quality Index (CRQI), a composite score that includes solution ratings and relationship health indicators. The awards were based on more than 2,500 surveys from customers and partners, covering 70 different vendors.
"This award is a great honor because it's the result of direct customer feedback," said Patrick Angelel, Onyx vice president of marketing. "With our flexible platform and new customer process and performance management solutions, we will continue to work hands-on with enterprise customers to address their increasingly complex business challenges."
Said Bob Thompson, CEO of CustomerThink Corp. and founder of CRMGuru, "This year's CRMGuru Summit Award recipients are setting a great example by practicing the principles of effective CRM. Successful relationships involve more than just software features and functions." In fact, 60 percent of each CRM solution's score was based on relationship health indicators, not software functionality. "Onyx demonstrates the winning combination of a customer-centric culture with a CRM solution for SMBs that scored well in marketing, sales and service functionality."
Highest CRQI ranking
Vendors were categorized based on the predominant profile of the size (small, medium or large) and application usage (marketing sales or service) of their customers. One special category for partner relationships was created by including only responses from consultants, integrators and resellers.
The winners in each category were determined by the highest rating in the CustomerThink Relationship Quality Index (CRQI), a composite score from zero to 100. Forty percent of the CRQI score is derived from the CRM solution ratings and 60 percent is calculated from questions about customer satisfaction; loyalty; and project success and return on investment.
Solution ratings included seven factors weighted by their loyalty impact: functionality; ease of use; ease of implementation; service and technical support; technology platform; total cost of ownership; and vendor resources and stability.
Approximately 2,500 qualifying surveys were collected by CRMGuru.com from June 2004 to May 2005. Twenty contenders that received sufficient survey responses for statistical validity were selected for detailed analysis. Based on CRQI scores, winners were selected in large enterprise multi-function CRM; small-medium business multi-function CRM; marketing automation; sales force automation; customer service and support; contact management; and partner relationships.
A detailed report on the top 20 vendors will be available in July at CRMGuru.com.
About Onyx SoftwareOnyx Software Corporation (Nasdaq: ONXS) is a worldwide leader in customer process software and solutions for the enterprise. Onyx provides flexible solutions that enable organizations to automate, manage, and evolve their customer processes quickly and cost-effectively for strategic advantage. By providing an integrated suite of customer process automation applications encompassing customer management, process management, and analytics capabilities, Onyx enables enterprises to reduce costs, increase productivity and grow revenue. Major companies are aligning their customer-facing departments and managing their customer processes with Onyx software - companies such as Amway Corporation, Delta Dental, Mellon Financial Corporation, The Regence Group and State Street Corporation. More information can be found at (888) ASK-ONYX or info@onyx.com. About CRMGuru.com
CRMGuru.com is the world's largest industry portal for business executives to learn about the art and science of Customer Relationship Management (CRM). CRMGuru's mission is to help marketing, sales and service executives succeed with CRM through high-quality and unbiased articles, discussions and newsletters; interactions with CRMGuru panelists; insightful industry benchmark reports; and an annual CRM thought-leader event. The portal serves more than 300,000 newsletter subscribers and site visitors each month from all regions of the world, with support from a global panel of CRM experts. For more information, please visit www.crmguru.com.
| Contact: | Dan Reidy Onyx Software (415) 482-8650 |
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