PeopleSoft claims a Net CRM first

Version 8 gives the vendor a lead on its rivals.

Enterprise resource planning software vendor PeopleSoft has launched its first "100% Internet" customer relationship management (CRM) package.

Chief executive Craig Conway told the company's user conference in Las Vegas that PeopleSoft 8 CRM is the first set of CRM applications written specifically for the internet.

The software is only accessible via a web browser, and requires no code to be installed or downloaded onto the user's PC.

It is the first time the company's ERP and CRM products have been available with the same architecture.

The package will compete with those of rivals Sap and Oracle, who have also introduced "standalone" CRM packages as part of their existing applications.

Conway said the new technology is easier to use, and claimed it will help improve the success of CRM projects.

"There is a high mortality rate in CRM implementations. Most research on CRM points to as many as 50 per cent to 70 per cent of projects failing to achieve objectives. We feel PeopleSoft 8 CRM involves the users in an easier and more intuitive way," he said.

Bill Clough, senior research analyst at IDC, says PeopleSoft has a lead on its rivals because integration is easier with web-based technology, but he's not convinced it will by itself help make CRM projects more successful.

"CRM is a huge business process change, so it is always difficult to train users regardless of the software," he said.

PeopleSoft introduced the "100% Internet" version of its ERP suite in September last year. Peter Walker, finance director of shipping company P&O Nedlloyd, is trialling the product.

"Using the internet is the sort of thing people are used to doing. It also makes it easier for partners such as suppliers to access information," Walker said.

PeopleSoft jumped into second place in the CRM market when it acquired specialist Vantive in October 1999 for $433m.