What were the biggest blocks to buyer utility in traditional CRM software offeri

Question

What were the biggest blocks to buyer utility in traditional CRM software offerings? Use the Buyer Utility Map (BUM), which is a BOS tool, to identify pain points common to customers and noncustomers. You will need to research about Buyer Utility Map (BUM) first.

How did Salesforce.com go about removing the biggest blocks to buyer utility? On which platform did it make its initial strategic move?

Research Six Paths Framework – another BOS tool. Describe it and apply it to identify which one(s) of the six paths did Salesforce.com look across to create new market space?

Explanation / Answer

The biggest blocks to buyer utility in traditional CRM s/w offerings were-:

The Salesforce removed the blocks by providing CRM s/w which is -

Salesforce made its initial strategic move on delivery platform. They changed the delivery to web based option and on demand.

The six paths framework

Salesforce.com shifted its focus to its noncustomers instead of its existing customers. This is what Salesforce did to unlock a blue ocean in customer relationship management.

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