growing its European business

Although Inc.’s professional services business had higher revenue growth than the company overall, it would rather leave that market to others, according to the head of European operations. provides professional services for its CRM (customer relationship management) product, but it’s not a main business, and other companies have been encouraged to fill the gap, said Steve Garnett, president of’s Europe operations.

In April, reported 70 percent growth in professional services revenue compared to 63 percent growth in overall revenue year on year.

An Irish company, Enterprise CRM Ltd., is supporting’s software with 15 consultants, in particular smaller companies that want customization of the service. It started business in October 2005.

Unlike larger competitors in the field, such as Accenture Ltd., Enterprise CRM only does work.

Enterprise CRM specializes in “short, sharp engagements,” enabling businesses to quickly start running, said Chairman John Appleby, who previously founded’s Europe operations. Larger consulting companies tend to shy away from those shorter contracts, Appleby said.

But three-day or five-day contracts can turn into more work, as businesses want to customize features, he said.

Colm Mulcahy, Enterprise CRM’s chief executive officer and managing director, said the company is expecting interest to rise because of’s marketing efforts and as familiarity with the concept increases.’s momentum is driven by big-name clients using its software, such as Cisco Systems Inc., Nokia Corp. and Merrill Lynch & Co. Inc.

“Everybody in the CRM market is looking at and saying ‘We have to take these guys seriously’ now,” said David Bradshaw, analyst at Ovum Ltd. in London.

But European IT managers have been somewhat uncomfortable with software-as-a-service, even though they might already be using similar online services such as firewalls, Bradshaw said.

The hang-up comes with the belief that data is safer when it is hosted within the company itself, he said.

Garnett said the U.S. has been faster to adopt new software than Europe, but the software-as-a-service model is gaining traction in Europe. recently added Finnish and Dutch versions and also supports the major European languages, Garnett said.

“Do some IT people still feel that they should be doing everything themselves? Yeah,” Garnett said. “There are some of those guys, but they are a diminishing bunch.” had revenue of US$104.7 million in the three months to April 30, up 63 percent year on year. In Europe, the company reported revenue for the quarter of $14.9 million, up 59 percent.

While the company won’t say how many of its 444,000 users and 22,700 customers are in Europe, Bradshaw estimates that there’s a close correlation between revenue and subscriber numbers.’s revenue model is different from traditional software companies, which tend to make most of their money when the software is initially sold.

Garnett said doesn’t make money initially with new clients, but after the subsequent years as clients renew their contracts.

Would you recommend this article?


Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.

Jim Love, Chief Content Officer, IT World Canada

Featured Download

Featured Articles

Empowering the hybrid workforce: how technology can build a better employee experience

Across the country, employees from organizations of all sizes expect flexibility...

What’s behind the best customer experience: How to make it real for your business

The best customer experience – the kind that builds businesses and...

Overcoming the obstacles to optimized operations

Network-driven optimization is a top priority for many Canadian business leaders...

Thriving amid Canada’s tech talent shortage

With today’s tight labour market, rising customer demands, fast-evolving cyber threats...

Staying protected and compliant in an evolving IT landscape

Canadian businesses have changed remarkably and quickly over the last few...

Related Tech News

Tech Jobs

Our experienced team of journalists and bloggers bring you engaging in-depth interviews, videos and content targeted to IT professionals and line-of-business executives.

Tech Companies Hiring Right Now