The Leading Vendors in the CRM Market (Competitor Focus)

Introduction

The Customer Relationship Management (CRM) market is maturing and vendor offerings are increasingly feature-equivalent. As a result, a few vendors consistently occupy market leader positions but with plenty of competitors following closely behind. Although specialist vendors are capable of dominating their respective niches, this is an exception and not a rule.

Scope

• Technology: an assessment of vendors' technology based on specific attributes and the availability of certain features.
• User sentiment: tracks end-users' impression of vendors based on a survey of over 280 CRM IT managers.
• Market impact: measures vendors' market impact based on their revenues and financial performance.

Highlights

Oracle Siebel CRM sets a de-facto standard in terms of technology ratings, appearing among the leaders in all of the categories. SAP, Consona and the other two Oracle CRM products profiled perform very well. Other vendors feature among the market leaders but usually within specific pockets of expertise.

Enterprise application giants Oracle and SAP command the highest impact on the market. Their market leadership is driven by large CRM-related revenues, global market presence and comprehensive industry expertise. Salesforce.com is also exerting itself on the market, primarily due to the rate of growth and the size of its CRM revenue.

User sentiment also favours the larger conglomerate vendors, SAP and Oracle. Considering their relative lack of maturity compared to conventional on-premise solutions on-demand CRM vendors perform extremely well, demonstrating that the users are responding well to new delivery and licensing models.

Reasons to Purchase

• Gain detailed knowledge of Customer Relationship Management vendors' strengths with regards to technology, user sentiment and market impact.
• Find out which vendors are the leaders in each assessment category and benchmark your own performance against them.
• Examine the strengths and weaknesses of your competitors in order to develop a more informed competitive strategy.

Companies mentioned in this report:

• Chordiant Software, Inc.
• Microsoft Corporation
• Oracle Corporation
• RightNow Technologies, Inc.
• SAP AG