Decision Matrix: Selecting an on-demand CRM vendor (Competitor Focus)

Technology

Publication Date	January 2009
Publisher	Datamonitor
Product Type	Report
Pages	44
ISBN Number	not applicable
Product Code	DAT14105

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Summary

Introduction

Due to demand from enterprises looking to invest in on-demand CRM solutions, Datamonitor has developed the on-demand CRM Decision Matrix. The Decision Matrix provides a comprehensive and transparent view of vendor capabilities in the on-demand CRM market and presents advice on which vendors should be explored, considered and shortlisted.

Scope

Provides an overview of the most important trends driving the competitive dynamics in the on-demand CRM market.

Benchmarks on-demand CRM vendors in terms of their technology, user sentiment and market impact.

Presents a detailed view of each vendor's on-demand CRM offering and capabilities, as well as providing advice on the suitability of these offerings.

Vendors covered include: Aplicor, Microsoft, NetSuite, Oracle, RightNow Technologies, Salesforce.com, SAP, SugarCRM, and Zoho.

Highlights

Datamonitor identifies Customer Relationship Management (CRM) as a business methodology focusing on the interactions between a customer and an enterprise. On-demand CRM is defined as a web-based delivery model for CRM applications that allows multiple end-users to access the same instance of the application.

Competition is intensifying in on-demand CRM market. Relying on the traditional strengths of on-premise solutions is no longer a recipe for success. Market leaders will likely face greater competition across CRM functions in the future and would have to possess a wide portfolio that provides competitive features in a majority of the modules.

To succeed, on-demand CRM vendors will need to get further entrenched in the enterprise. Integration with other business applications will increasingly become a key priority. Social computing and collaborative user environments will soon become the norm, given the way vendors are incorporating collaborative elements in on-demand CRM.

Reasons to Purchase

Gain detailed knowledge of on-demand CRM vendors' strengths with regards to technology, user sentiment and market impact.

On-demand CRM vendors can benchmark their own performance in various key criteria against their competitors.

IT managers will gain valuable insight to improve their purchasing decisions.

Content

Catalyst
Summary
- Market Developments
- The On-Demand Crm Market Is Experiencing Solid Growth
- The On-Demand Crm Decision Matrix
- The Leaders: Oracle, Salesforce.Com, And Rightnow Technologies
- The Challengers: Microsoft And Sap
- The Prospects: Sugarcrm, Netsuite, And Aplicor
- Offering Potential: Zoho
- Market Leaders
- Market Leaders: Technology
- Market Leaders: User Sentiment
- Market Leaders: Market Impact
- Vendor Analysis
- Aplicor: On-Demand Crm Radars
- Recommendation: Explore
- Microsoft: On-Demand Crm Radars
- Recommendation: Consider
- Netsuite: On-Demand Crm Radars
- Recommendation: Explore
- Oracle: On-Demand Crm Radars
- Recommendation: Short-List
- Rightnow Technologies: On-Demand Crm Radars
- Recommendation: Short-List
- Salesforce.Com: On-Demand Crm Radars
- Recommendation: Short-List
- Sap: On-Demand Crm Radars
- Recommendation: Consider
- Sugarcrm: On-Demand Crm Radars
- Recommendation: Explore
- Zoho: On-Demand Crm Radars
- Recommendation: Watch
- Conclusion
- Accelerating Adoption Will Continue To Expand The Market Over The Medium Term
- Competition Will Heighten, But Growth Strategies Will Differ
- Social Crm Will Gain Prominence
- Integration And Customization Will Be Key
Appendix
- Summary Scores
- Definitions
- Datamonitor Ratings
- Methodology
- Extended Methodology
- Technology
- User Sentiment
- Market Impact
- Further Reading
- Ask The Analyst
- Datamonitor Consulting
- Disclaimer
List Of Tables
- Table 1: The On-Demand Crm Decision Matrix (Vendors Listed In Alphabetical Order)
- Table 2: The On-Demand Crm Decision Matrix: Vendor Scores
List Of Figures
- Figure 1: The On-Demand Crm Decision Matrix
- Figure 2: Market Leaders Analysis: Technology
- Figure 3: Market Leaders Analysis: User Sentiment
- Figure 4: Market Leaders Analysis: Market Impact
- Figure 5: Aplicor On-Demand Crm Radars
- Figure 6: Microsoft On-Demand Crm Radar
- Figure 7: Netsuite On-Demand Crm Radars
- Figure 8: Oracle On-Demand Crm Radars
- Figure 9: Rightnow Technologies On-Demand Crm Radars
- Figure 10: Salesforce.Com On-Demand Crm Radars
- Figure 11: Sap On-Demand Crm Radars
- Figure 12: Sugarcrm On-Demand Crm Radars
- Figure 13: Zoho On-Demand Crm Radars