Decision Matrix: Selecting a CRM Vendor (Competitor Focus)

Due to demand for a better understanding of the competitive landscape in the Customer Relationship Management (CRM) market, Datamonitor has developed the CRM Decision Matrix. This report explores the competitive dynamics within the CRM market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.



Report Highlights
Datamonitor identifies CRM as a maturing market driven by convergence with adjacent technology areas, growing reliance on analytics and innovative hybrid methods of deployment and licensing. Strategies for success in this market include the provision of a broad portfolio of CRM features that can be deployed in a variety of modes and operational environments. Focusing exclusively on a single delivery method and concentrating on niche strengths may prove risky due to ongoing commoditization in the market. The Customer Relationship Management market will continue to evolve. The market is replete with quality vendor offerings and is going to become even more competitive in the future. Nevertheless, the current market leaders will continue to dominate the market, at least in the medium-term.


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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
MARKET DEVELOPMENTS 2
The CRM application market is maturing 2
Uptake among SMEs is growing and CRM is converging with adjacent technologies 3
CRM Decision Matrix 4
Market leaders: Oracle and SAP 5
The challengers: Chordiant, Infor, Salesforce.com 5
MARKET LEADERS 6
Market Leaders: Technology 6
Market Leaders: User Sentiment 7
Market Leaders: Impact 8
VENDOR ANALYSIS 10
Chordiant: CRM Radars 10
Recommendation: Consider 11
Consona: CRM Radars 12
Recommendation: Explore 13
Infor: CRM Radars 14
Recommendation: Consider 15
Microsoft: CRM Radars 16
Recommendation: Explore 17
NetSuite: CRM Radars 18
Recommendation: Explore 19
Oracle CRM Radars 20
Oracle E-Business Suite (EBS): CRM Radars 20
Oracle Siebel CRM: CRM Radars 21
Oracle PeopleSoft Enterprise: CRM Radars 22
Recommendation: Shortlist 24
RightNow Technologies: CRM Radars 27
Recommendation: Explore 28
Salesforce.com: CRM Radars 29
Recommendation: Consider 30
SAP: CRM Radars 31
Recommendation: Shortlist 32
Deployment flexibility will be increasingly important factor in CRM market success 33
APPENDIX 34
Summary scores 34
Datamonitor Ratings 34
Definitions 35
Extended Methodology 35
Technology 35
User Sentiment 36
Market Impact 37
Methodology 38
Further reading 38
Ask the analyst 38
Datamonitor consulting 38
Disclaimer 38

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Table 1: CRM Decision Matrix* 5
Table 2: CRM Decision Matrix - vendor scores summary 34


Figure 1: CRM decision matrix* 4
Figure 2: Market Leaders analysis: technology 6
Figure 3: Market Leaders analysis: user sentiment 7
Figure 4: Market Leaders analysis: market impact 9
Figure 5: The Chordiant CRM Radars 10
Figure 6: The Consona CRM Radars 12
Figure 7: Infor CRM Radars 14
Figure 8: Microsoft Dynamics CRM Radars 16
Figure 9: NetSuite CRM Radars 18
Figure 10: The Oracle EBS CRM Radars 20
Figure 11: The Oracle Siebel CRM Radars 21
Figure 12: The Oracle PeopleSoft CRM Radars 23
Figure 13: Datamonitor CRM decision matrix - Oracle CRM solutions* 24
Figure 14: The Datamonitor CRM Decision Matrix* - Hypothetical Oracle CRM score (maximum score in each category from within the Oracle CRM portfolio) 25
Figure 15: RightNow CRM Radars 27
Figure 16: Salesforce.com CRM Radars 29
Figure 17: SAP CRM Radars 31

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