Word on the Street – SuccessFactors Recruitment Marketing Disappoints Long-Time Customers

I spent a large part of early Fall on the HR and talent acquisition conference tour (including 2 back-to-back trips to Vegas) talking to talent acquisition executives and influencers about their current technology solutions.  The single most consistent message I heard was that long-time, key customers of SuccessFactors recruitment marketing solution (aka Jobs2Web) are increasingly dissatisfied with the solution.

The main issues/concerns included:unhappy customer

  1. A significant drop-off in customer service since the acquisition by SAP.  Many TA leaders mentioned that their once super-responsive Jobs2Web account reps are now either regularly unavailable or too stressed out to effectively engage with customers.
  2. An extremely contentious contract negotiation and procurement process.  With the new SAP-required procurement rules in place, TA leaders and their corporate procurement colleagues are feeling bullied during the negotiation process.  When Jobs2Web was the hottest start-up in the market, this process was very collaborative and flexible.  Long-time customers have come to expect that same treatment.
  3. The difficulty in getting real, effective data from the analytics product.  To ensure that you have a full line of sight into source data, a significant amount of ATS data manipulation needs to take place prior to sending it to SuccessFactors for population in the analytics product.  Many corporate TA organizations don’t have expert data scientists on their team nor can they obtain access to these individuals in other parts of the organization to help with this effort.  Thus, much of the analytics data they are receiving is ineffective for decision-making.

From its founding in 2003 until its acquisition by SAP/SuccessFactors in 2011, Jobs2Web was known as one of the most innovative, nimble and flexible technology providers in the talent acquisition space.  They pioneered the use of data-driven decision-making in our field.  Given the dissatisfaction of their current customers and lost focus on customer service and partnerships, I predict that some of the other (and newer) players in the recruitment marketing solution space will start to gain significant market share.

What are your thoughts on SuccessFactors?  What other players in the market are you watching?

About Kara Yarnot

Kara founded Meritage Talent Solutions to provide tailored talent acquisition solutions to employers and employment services companies. Kara has over 17 years of leadership experience in talent acquisition and recruiting for several FORTUNE® 500 organizations, including Boeing, Intel, and SAIC.

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