CRM Usage and Experience in the Private Equity and Venture Capital Industry

PRLog (Press Release) - Jul 09, 2009 -
Overview

Touch Ahead Software, developer of  EquityTouch™, conducted two separate surveys at both the ACG Intergrowth Conference in Las Vegas and the ACG Growth Conference in Boston in 2009. The objective of the survey was to gain insight regarding the alternative asset community’s CRM use and experience. The survey was administered to those who represented the private equity, venture capital, and alternative asset community. The survey was comprised of ten questions with multiple parts.

The following information summarizes Touch Ahead Software’s findings.

CRM Software Satisfaction

42 out of the 55 companies (76.4%) questioned about satisfaction with their current CRM software responded that they were dissatisfied.

CRM Brand Usage

30 of the 61 different companies surveyed (49.2%) use a Microsoft Office application (i.e. Outlook, Excel, Access) in some way as a part of their total CRM experience.

7 of those 30 companies (23.3%) use a Microsoft application to supplement another brand of CRM.

Of the total 61 companies surveyed:

o 27 (44.3%) use a Microsoft application as their primary form of CRM
o 10 (16.6%) use Salesforce as their primary CRM.
o 9 (15%) use ACT
o 4 (6.6%) use SalesLogix

The remaining 11 companies (17.5%) use other CRM brands.

Most Valued Features for CRM Users

Survey participants were also asked to rate CRM features in order of what is most valuable to them.

The options consisted of the following:


o ‘Ease of Use’
o ‘Web-based’
o ‘Integrates with Outlook’
o ‘Integrates with External Data Base’
o ‘Ability to Get a Clear Snapshot’
o ‘Flexibility and Ease of Customization’
o ‘Schedule Management’

The results from the 14 companies that responded to this specific question:

o 42.9% ranked ‘Ease of Use’ as the most important
o 21.4% ranked ‘Schedule Management’ as the most important
o 14.3% ranked ‘Ability to Get a Clear Snapshot’ as the most important
o 14.3% ranked ‘Integrates with Outlook’ as the most important
o 7.1% ranked ‘Integrates with External Database’ as the most important

We also found that the following CRM features were ranked as second most important:

o 35.7% ‘Ability to Get a Clear Snapshot’
o 14.3% ‘Web-based’
o 14.3% ‘Flexibility and Ease of Customization’
o 14.3% ‘Ease of Use’
o 14.3% ‘Schedule Management’
o 7.1% ‘Integrates with Outlook’

Drawing from this data, it can be concluded that amongst the group surveyed, the top three most important CRM features are ‘Ease of Use,’ ‘Schedule Management,’ and ‘Ability to Get a Clear Snapshot.’

Frequency of Switching CRM Software

30 out of the 57 companies (52.6%) who responded to the question “Have you switched CRM software within the past three years?” responded that they had not.

Usage of Business Information Services

We found that 32 out of the 53 companies (60.4%) who responded to our question about using business information services (Capital IQ, Hoover’s, Dow and D&B) do not use them.

Of the 21 companies that said they do use them:


o 18 (85.7%) said they use Capital IQ.

o The next most commonly used services were D&B, followed by Hoover’s, Dow, Thomson Reuters, and others such as Manta, Merger Market, Capital Link, etc.

Data Views Used Most Commonly

After asking the companies about what they used most commonly for data views, we found the two most popular responses to be ‘contact information’ and ‘deal tracking.’

Best-Valued Features

After asking the companies what features would be of the greatest value to them that they do not currently have, the two most popular responses were ‘user friendliness’ and ‘integration.’

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