Decision Matrix: Government CRM (Competitor Focus)

Technology

Publication Date	March 2009
Publisher	Datamonitor
Product Type	Report
Pages	30
ISBN Number	not applicable
Product Code	DAT14854

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Summary

Introduction

As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs. This report provides a technology assessment, evaluation of market impact and exploration of customer sentiment of leading solutions.

Scope

Identifies which technology vendors that government agencies should shortlist when considering the purchase of a CRM solution

Provides a comparative technology assessment of the CRM solutions offered by leading vendors in the government market
Identifies which CRM solution providers have the most impact on the government market

Highlights

Oracle and RightNow have emerged as the leading solution vendors in the government space

Lagan, Microsoft Dynamics and Salesforce.com offer solutions which are strong challengers to the market leaders

Consona is emerging as a vendor which governments seeking strategic CRM implementations should explore

Reasons to Purchase

Understand the topography of the competitive landscape for CRM in government
Identify the strengths and weaknesses of leading CRM vendors and their solutions

Content

Overview
Catalyst
Summary
- Table of figures
- Table of tables
- Market Developments
- Governments have adopted CRM to help improve services and enhance operations
- The CRM in government Decision Matrix
- Market leaders: Oracle, RightNow Technologies
- The challengers: Lagan, Microsoft Dynamics, Salesforce.com
- The prospects: Consona
- Market Leaders
- Market leaders: technology assessment
- Market leaders: market impact
- Vendor Analysis
- Consona OneServe: CRM in government radars
- Recommendation: explore
- Lagan: CRM in government radars
- Recommendation: consider
- Microsoft Dynamics: CRM in government radars
- Recommendation: consider
- Oracle Siebel: CRM in government radars
- Recommendation: shortlist
- RightNow Technologies: CRM in government radars
- Recommendation: shortlist
- Salesforce.com: CRM in government radars
- Recommendation: consider
APPENDIX
- Summary scores
- Datamonitor ratings
- Extended Methodology
- Technology assessment
- User sentiment (not included in this Decision Matrix)
- Market impact
- Sources
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
List of Tables
- Table 1: The following vendors have been profiled to understand the CRM market in government
- Table 2: CRM in government Decision Matrix vendors
- Table 3: Vendor scores
List of Figures
- Figure 1: The CRM in government Decision Matrix
- Figure 2: Market leaders analysis: technology assessment
- Figure 3: Market leaders analysis: market impact
- Figure 4: Consona government CRM radars
- Figure 5: Lagan government CRM radars
- Figure 6: Microsoft Dynamics government CRM radars
- Figure 7: Oracle Siebel government CRM radars
- Figure 8: RightNow government CRM radars
- Figure 9: Salesforce.com government CRM radars