Decision Matrix: Selecting a CRM Vendor
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Introduction
This report explores the competitive dynamics within the CRM market and helps businesses select a vendor based on product or service capabilities, impact in the market, and reputation among customers. Ovum provides a complete view of vendor capabilities and advises on those you should explore, consider, and – most importantly – shortlist.
Features and benefits
Carefree consumerism has not been a hallmark of the recovery from the global recession. Consumers in many of the world’s largest markets remain uncertain and apprehensive about stagnant job growth and the future of the economy. This has left many businesses operating in a soft spending environment. In short, customers are becoming more expensive.The competitive landscape may vary significantly across the branch areas covered by Ovum’s Decision Matrix – particularly the technology assessment and market impact – and so it is important to consider these categories separately. Each vendor has been assigned a rating of “shortlist,” “consider,” or “explore.”The Decision Matrix technology assessment is based on the most recent of each vendor's significant CRM offerings. The report examines the individual products, which Ovum categorizes broadly as falling in two market segments: large enterprise and mid-market.
Your key questions answered
Introduction
This report explores the competitive dynamics within the CRM market and helps businesses select a vendor based on product or service capabilities, impact in the market, and reputation among customers. Ovum provides a complete view of vendor capabilities and advises on those you should explore, consider, and – most importantly – shortlist.
Features and benefits
- Ten leading companies evaluated to help organizations choose a CRM vendor.
- Recommendations for each vendor as to whether organizations should should shortlist, consider, or explore.
Carefree consumerism has not been a hallmark of the recovery from the global recession. Consumers in many of the world’s largest markets remain uncertain and apprehensive about stagnant job growth and the future of the economy. This has left many businesses operating in a soft spending environment. In short, customers are becoming more expensive.The competitive landscape may vary significantly across the branch areas covered by Ovum’s Decision Matrix – particularly the technology assessment and market impact – and so it is important to consider these categories separately. Each vendor has been assigned a rating of “shortlist,” “consider,” or “explore.”The Decision Matrix technology assessment is based on the most recent of each vendor's significant CRM offerings. The report examines the individual products, which Ovum categorizes broadly as falling in two market segments: large enterprise and mid-market.
Your key questions answered
- Which vendors dominate the market?
- What are the vendors closely following the leaders that still deserve consideration?
- What other prcspects are there?
SUMMARY
Catalyst
Ovum view
Key messages
MARKET DEVELOPMENTS
Customers are becoming more expensive
CRM is a business requirement
Multiple models for cloud-based CRM
Social CRM eludes vendors
CRM Decision Matrix
The leaders: Microsoft, Oracle, Salesforce.com, and SAP
The challengers: NetSuite, Pegasystems/Chordiant, and RightNow Technologies
The prospects: Amdocs, Sage, and SugarCRM
MARKET LEADERS
Overview
Market leaders – Technology
Market leaders – Impact
Market leaders – Customer Sentiment
PRODUCT ANALYSIS
Overview
Large-enterprise technology assessment
The large-enterprise CRM leaders
Mid-market technology assessment
The mid-market CRM leaders
VENDOR ANALYSIS
Amdocs: CRM Radar
Recommendation: Explore
Microsoft: CRM Radar
Recommendation: Shortlist
NetSuite: CRM Radar
Recommendation: Consider
Oracle: CRM Radar
(Untitled sub-section)
Recommendation: Shortlist
Pegasystems/Chordiant: CRM Radar
(Untitled sub-section)
Recommendation: Consider
RightNow Technologies: CRM Radar
Recommendation: Consider
Sage: CRM Radar
(Untitled sub-section)
Recommendation: Explore
Salesforce.com: CRM Radar
Recommendation: Shortlist
SAP: CRM Radar
(Untitled sub-section)
Recommendation: Shortlist
SugarCRM: CRM Radar
Recommendation: Explore
CONCLUSION
The market is mature and evolving
The adoption of SaaS CRM will continue to expand the market
Social CRM will be a competitive differentiator in the medium-term
APPENDIX
Summary scores
Ovum ratings
Methodology
Extended methodology
Technology
Market impact
User Sentiment
Further reading
Definitions
Authors
Ovum Consulting
Disclaimer
Catalyst
Ovum view
Key messages
MARKET DEVELOPMENTS
Customers are becoming more expensive
CRM is a business requirement
Multiple models for cloud-based CRM
Social CRM eludes vendors
CRM Decision Matrix
The leaders: Microsoft, Oracle, Salesforce.com, and SAP
The challengers: NetSuite, Pegasystems/Chordiant, and RightNow Technologies
The prospects: Amdocs, Sage, and SugarCRM
MARKET LEADERS
Overview
Market leaders – Technology
Market leaders – Impact
Market leaders – Customer Sentiment
PRODUCT ANALYSIS
Overview
Large-enterprise technology assessment
The large-enterprise CRM leaders
Mid-market technology assessment
The mid-market CRM leaders
VENDOR ANALYSIS
Amdocs: CRM Radar
Recommendation: Explore
Microsoft: CRM Radar
Recommendation: Shortlist
NetSuite: CRM Radar
Recommendation: Consider
Oracle: CRM Radar
(Untitled sub-section)
Recommendation: Shortlist
Pegasystems/Chordiant: CRM Radar
(Untitled sub-section)
Recommendation: Consider
RightNow Technologies: CRM Radar
Recommendation: Consider
Sage: CRM Radar
(Untitled sub-section)
Recommendation: Explore
Salesforce.com: CRM Radar
Recommendation: Shortlist
SAP: CRM Radar
(Untitled sub-section)
Recommendation: Shortlist
SugarCRM: CRM Radar
Recommendation: Explore
CONCLUSION
The market is mature and evolving
The adoption of SaaS CRM will continue to expand the market
Social CRM will be a competitive differentiator in the medium-term
APPENDIX
Summary scores
Ovum ratings
Methodology
Extended methodology
Technology
Market impact
User Sentiment
Further reading
Definitions
Authors
Ovum Consulting
Disclaimer
TABLES
Table: CRM Decision Matrix (in alphabetical order)
Table: The CRM Decision Matrix vendors' scores
Table: CRM Decision Matrix (in alphabetical order)
Table: The CRM Decision Matrix vendors' scores
FIGURES
Figure: The CRM Decision Matrix
Figure: Market leaders – Technology
Figure: Market leaders – Impact
Figure: Market leaders – Customer Sentiment
Figure: Large enterprise CRM products – Technology assessment
Figure: Mid-market CRM products – Technology assessment
Figure: The Amdocs CRM Radar
Figure: The Microsoft CRM Radar
Figure: The NetSuite CRM Radar
Figure: The Oracle CRM Radar
Figure: The Oracle CRM Portfolio Technology Radar
Figure: The Pegasystems/Chordiant CRM Radar
Figure: The Pegasystems/Chordiant CRM Portfolio Technology Radar
Figure: The RightNow Technologies CRM Radar
Figure: The Sage CRM Radar
Figure: The Sage CRM Portfolio Technology Radar
Figure: The Salesforce.com CRM Radar
Figure: The SAP CRM Radar
Figure: The SAP CRM Portfolio Technology Radar
Figure: The SugarCRM CRM Radar
Figure: The CRM Decision Matrix
Figure: Market leaders – Technology
Figure: Market leaders – Impact
Figure: Market leaders – Customer Sentiment
Figure: Large enterprise CRM products – Technology assessment
Figure: Mid-market CRM products – Technology assessment
Figure: The Amdocs CRM Radar
Figure: The Microsoft CRM Radar
Figure: The NetSuite CRM Radar
Figure: The Oracle CRM Radar
Figure: The Oracle CRM Portfolio Technology Radar
Figure: The Pegasystems/Chordiant CRM Radar
Figure: The Pegasystems/Chordiant CRM Portfolio Technology Radar
Figure: The RightNow Technologies CRM Radar
Figure: The Sage CRM Radar
Figure: The Sage CRM Portfolio Technology Radar
Figure: The Salesforce.com CRM Radar
Figure: The SAP CRM Radar
Figure: The SAP CRM Portfolio Technology Radar
Figure: The SugarCRM CRM Radar
