|
CSA 2006: Enterprise
Applications
The picture has not quite altered in the case of enterprise applications. Ramco
stays on top this year as well, but by an insignificant margin. However,
competition in this segment seems to have heated up, especially if one looks at
the first three vendors in the chart.
| Enterprise
Apps:
The Top Two Parameters |
|
Industry |
Oracle |
Ramce |
SAP |
MS Business |
| Product |
|
|
|
|
|
| Product reliability |
90.7 |
92.0 |
91.3 |
92.5 |
92.3 |
| Product functionality |
89.5 |
89.2 |
88.8 |
92.9 |
89.2 |
| Convenience in operation and
adoption |
86.6 |
85.6 |
87.5 |
87.2 |
87.7 |
| Scalability |
88.6 |
90.4 |
88.8 |
90.0 |
90.8 |
| Security aspects of the product |
89.6 |
89.2 |
87.5 |
93.0 |
90.8 |
|
|
|
|
|
|
| Delivery
& installation |
|
|
|
|
|
| Timely delivery and
installation |
86.7 |
87.8 |
86.3 |
87.7 |
83.1 |
| Demonstration/training |
86.4 |
85.7 |
88.8 |
86.8 |
81.5 |
| Note:
The satisfaction scores are on a 100-point scale with 100 indicating the
highest degree of satisfaction-very
satisfied
Base: 173 CIOs |
| While
the IBM-Lenovo combine emerges unchallenged on both sub-parameters, HP,
though not the second-best in this category, emerges a close second on the
two sub-parameters |
| CIOs expressed very high degree of satisfaction on
parameters like price-value parity, clarity of price contact, and, most
importantly, total cost of ownerships on Ramco's offering |
Product remains
a key parameter of satisfaction for the CIO in this segment. However, it is
product reliability; product performance; and the security aspects of the
product that the CIO is a lot more concerned about. CIOs also look for the
vendor's responsiveness to their requirement, and also his domain knowledge
with respect to enterprise application. Pre-sales and marketing remains the most
important parameter of satisfaction in the CSA index, with delivery and
installation coming second.
 |
The top three vendors have won satisfactory
ratings on various parameters. While Ramco gets the CIO vote on product
offerings, it's Oracle, on pre-sales and marketing offerings, and SAP for best
post-sales service. CIOs expressed very high degree of satisfaction on
parameters like price-value parity, clarity of pricing contact, and, most
importantly, total cost of ownerships on Ramco's offerings. Incidentally,
Ramco expects its core enterprise product VirtualWorks to contribute to nearly
80% of the revenues in the current fiscal.
However, the sample surveyed in case of both Ramco and MS Business
Solutions remains small as opposed to SAP and Oracle primarily because their
installed base among the target segment for this study in the industry is still
very low.
| Enterprise
Apps Satisfaction Scores |
|
Industry |
Oracle |
Ramce |
SAP |
MS Business |
| Product (100) |
89.1 |
89.4 |
88.9 |
91.2 |
90.2 |
| Pre-sales & Marketing (54) |
89.1 |
90.8 |
89.8 |
88.1 |
88.5 |
| Price & Commercial (59) |
85.4 |
85.2 |
88.9 |
84.3 |
83.2 |
| Delivery &Installation (65) |
86.6 |
86.8 |
87.5 |
87.3 |
82.3 |
| Post sales service (49) |
86.0 |
87.5 |
85.3 |
87.9 |
84.3 |
|
Base: 173 CIOs |
|
How satisfied are CIOs with their
notebook vendors,on five key parameters? This table lists scores derived
from CIO responses to a range of questions. Figures (in
red) indicate relative importance of the parameters as stated by
respondents. Figures (in blue) show the
maximum score in that category. |
|
Dataquest-IDC India:
Customer Satisfaction Audit 2006 |
Page(s) 1 2 3 4 5
| 
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