| Larry Caretsky, CEO of Commence Corporation, was | | | | difficulties associated with deploying traditional client |
| recently interviewed regarding the rationale for | | | | server based CRM solutions, but utilization rates have |
| getting into a crowded CRM space, populated with | | | | remained low and customer renewals have been |
| big players, such as Caretsky suggested, “A few | | | | problematic. This is the direct result of a business |
| years ago industry experts asked Jet Blue | | | | model that does not include the proper planning and |
| executives why they choose to start an airline when | | | | coaching required to ensure customer utilization. |
| the industry was in turmoil and even the giants were | | | | Regardless of the deployment model (in-house or |
| struggling to stay alive. Jet Blue succeeded in | | | | hosted), there is still a reasonable degree of planning |
| becoming a significant carrier. Unlike the airline | | | | and mentoring necessary for the successful |
| industry, the CRM space and is growing rapidly and | | | | implementation and utilization of CRM.” |
| no single vendor has more than a 5% market share. | | | | Customer Relationship Management (CRM) software |
| The new battlefield is the SMB market, which | | | | is growing at a significant pace with other hosted |
| Commence has been servicing for almost twenty | | | | solutions significantly surpassing traditional client |
| years. This is our core competency and we know | | | | server technology offerings. This growth has allowed |
| how to compete effectively.” He also noted that | | | | several smaller companies, like Commence |
| there were elements missing in the CRM market that | | | | Corporation to quickly capture marketshare in the |
| Commence could address more effectively, noting | | | | small to mid-size business sector. |
| that, “Hosted solutions such as addressed the | | | | |