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

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.

Report 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.
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Datamonitor View 1
CATALYST 1
SUMMARY 1
Market Developments 2
The on-demand CRM market is experiencing solid growth 2
The on-demand CRM Decision Matrix 4
The leaders: Oracle, salesforce.com, and RightNow Technologies 5
The challengers: Microsoft and SAP 6
The prospects: SugarCRM, NetSuite, and Aplicor 7
Offering potential: Zoho 7
Market Leaders 8
Market leaders: technology 8
Market leaders: user sentiment 10
Market leaders: market impact 12
Vendor Analysis 14
Aplicor: on-demand CRM radars 14
Recommendation: explore 15
Microsoft: on-demand CRM radars 16
Recommendation: consider 17
NetSuite: on-demand CRM radars 19
Recommendation: explore 20
Oracle: on-demand CRM radars 22
Recommendation: short-list 23
RightNow Technologies: on-demand CRM radars 24
Recommendation: short-list 25
Salesforce.com: on-demand CRM radars 27
Recommendation: short-list 28
SAP: on-demand CRM radars 30
Recommendation: consider 31
SugarCRM: on-demand CRM radars 33
Recommendation: explore 34
Zoho: on-demand CRM radars 36
Recommendation: Watch 37
Conclusion 39
Accelerating adoption will continue to expand the market over the medium term 39
Competition will heighten, but growth strategies will differ 39
Social CRM will gain prominence 39
Integration and customization will be key 39
APPENDIX 40
Summary scores 40
Definitions 40
Datamonitor ratings 41
Methodology 41
Extended methodology 41
Technology 41
User sentiment 42
Market impact 42
Further reading 43
Ask the analyst 43
Datamonitor consulting 43
Disclaimer 44
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Table 1: The on-demand CRM Decision Matrix (vendors listed in alphabetical order) 4
Table 2: The on-demand CRM Decision Matrix: vendor scores 40
Figure 1: The on-demand CRM Decision Matrix 5
Figure 2: Market leaders analysis: technology 8
Figure 3: Market leaders analysis: user sentiment 11
Figure 4: Market Leaders analysis: market impact 12
Figure 5: Aplicor on-demand CRM radars 14
Figure 6: Microsoft on-demand CRM radar 16
Figure 7: NetSuite on-demand CRM radars 19
Figure 8: Oracle on-demand CRM radars 22
Figure 9: RightNow Technologies on-demand CRM radars 24
Figure 10: Salesforce.com on-demand CRM radars 27
Figure 11: SAP on-demand CRM radars 30
Figure 12: SugarCRM on-demand CRM radars 33
Figure 13: Zoho on-demand CRM radars 36
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