The folks working at the Altimeter group are top-notch and when they speak people listen. I was all the more disappointed when I saw their latest work analyzing which Social CRM vendors are walking the talk.
What was good about the review?
- It is critical for companies delivering social business solutions to be eating their own dogfood. If you want to know what works and what does not work you must be using your solutions every day. Kudos to the Altimeter Group for promoting this behavior.
- The criteria that was used is clearly defined. Great job on transparency.
What was bad about the review
- A small subset of vendors delivering social solutions were even looked at, reported upon. I was surprised not to see companies like Helpstream, Parature, Fuze Digital, Neighborhood America.
- The fact that Lithium is a client of Altimeter Group is a good reason to be disappointed with the fact that they came out as “the leader”. In my opinion the Altimeter Group’s criteria was biased, favoring Lithium Group and ensuring they would come out on top.
While I do not feel anyone consciously did anything wrong, I do feel the Altimeter Group came up short this time. Let’s keep an eye on how future reviews go.
UPDATE: 12/8/2009: As I noted above, Jeremiah, and the entire Altimeter Group, are top-notched. Jeremiah notes in a comment below that he has begun building a publicly available list. Please reach out to Jeremiah if your company is not on this list. While the review itself still falls short his efforts to broaden the discussion are dely appreciated. Thank you.