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Onyx Software Customers Achieve Highest Levels of CRM Maturity, According to New Research Report

  • 27 January, 2004 11:40

<p>Onyx Software Customers Achieve Highest Levels of CRM Maturity, According to New Research Report</p>
<p>Onyx among the top two CRM vendors in overall customer satisfaction in the SMB market; 75 Percent of Surveyed Onyx Customers Realizing ROI</p>
<p>Sydney, 23 January 2004 — Onyx® Software Corp. (Nasdaq: ONXS), a worldwide leader in successful Customer Relationship Management (CRM), today announced that it has the highest CRM maturity rating in a new Gartner research survey of small and medium-sized businesses. Onyx users rated themselves more mature in CRM than those using other CRM solutions, and 75 percent of those Onyx users surveyed reported that they had achieved a return on investment (ROI) 1. Gartner believes CRM user maturity is significant because previous Gartner research suggests a strong correlation between CRM maturity and profitability.</p>
<p>In related Gartner research, SMBs Report High User Satisfaction with CRM Software2, Onyx ranked second out of 12 midmarket focused CRM vendors in overall user satisfaction. From June to October 2003, Gartner surveyed more than 130 small and medium businesses (SMBs) or business units of larger companies (97 percent were North American based) using CRM solutions from 20 different vendors –12 vendors meet the criteria for inclusion in the published analysis. In addition to rating their own CRM maturity, users rated their satisfaction with their CRM vendor in nine areas including product usability for end users, system administration, product features, product quality, system response time, vendor help desk, vendor sales staff, price for the value received and overall experience with the vendor.</p>
<p>“Being recognized as one of the top midmarket CRM vendors in overall customer satisfaction is yet another proof point in our mission to deliver consistent CRM success,” said Basil Reilly, Managing Director Australia and New Zealand. “We are very pleased with the second highest rating considering that Onyx addresses more complex customer problems than many of the other vendors in this category.”</p>
<p>“We believe the most significant results are the levels of CRM maturity our customers have achieved, and their resulting ROI,” Reilly added. “This is a direct reflection of how we engage with our customers from the beginning to ensure they approach their CRM solution intelligently, methodically and effectively to maximize the positive ROI opportunities. It reaffirms our commitment to CRM Success through the quality of our technology and our people.”</p>
<p>The Gartner survey results are the latest in a series of industry acknowledgements Onyx has received this year. In 2003, Onyx and its customers were recognized by other groups, including:</p>
<p>CRM Magazine recognized Onyx (#1 vendor in the Mid-Market), Onyx customer University of Pittsburgh Medical Centre (ROI Excellence), and Onyx Executives Brent Frei and Mary Reeder (Vendor Leadership) in its “CRM Leader Awards”
A survey conducted by Peerstone Research stated that 91% of Onyx customers would choose Onyx again if they had to start their CRM project all over. By comparison, less than 50% of the leading competitor’s customers said the same.
Customer Inter@ction Solutions presented Onyx with a CRM Excellence Award in 2003 based on product excellence and partnership relationships with customers and clients.
Sources:</p>
<p>1. SMBs Boost Their CRM Maturity with Software, Wendy Close, Gartner Inc., December 4, 2003.</p>
<p>2. SMBs Report High User Satisfaction With CRM Software, Wendy Close, Gartner, Inc., November 18, 2003.</p>
<p>About Onyx Software</p>
<p>Onyx Software Corp. (Nasdaq: ONXS), a worldwide leader in successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental of California, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, info@onyx.com or http://www.onyx.com/.</p>
<p># # #</p>
<p>Onyx is a registered trademark of Onyx Software Corp. in the United States and other countries.
Other product or service names mentioned herein are the trademarks of their respective owners.</p>
<p>For further information contact:</p>
<p>Roger Marshall / Will McIntyre
Spectrum Communications
T: 02 9954 3299
E: rogerm@spectrumcomms.com.au / willm@spectrumcomms.com.au</p>

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