Worldwide On-Demand Customer Relationship Management Applications 2004 Vendor

Worldwide On-Demand Customer Relationship Management Applications 2004 Vendor Analysis

Product Type: Market Research Report
Published by: IDC
Published: September 2005
Product Code: R104-24595

Description

This IDC study examines the top 5 on-demand customer relationship management (CRM) providers in terms of global revenue in 2004. Included are observed trends and a vendor competitive analysis. Additionally, this study profiles leading providers and identifies key success characteristics for the future.

The vendor revenues and competitive analysis in this document are the first to be produced by IDC for the worldwide on-demand CRM applications market. Also enclosed is a subsegment of results from IDC's 2005 Software as a Service Adoption Study (SaaS Adoption Study). Responses given are from participants who have already purchased or are currently reviewing a CRM SaaS offering.

"The software-on-demand delivery model is helping to reinvigorate the software industry and turn an attentive ear to customer needs and wants," says Erin Traudt, research analyst for Software as a Service. "Ultimately, customers want their business problems solved and the on-demand model provides another option to help accomplish that important and necessary feat."

"On-demand applications are making their presence known in the CRM applications market. Although these applications currently compose only a small percentage of the overall CRM applications market, the momentum is building and suppliers of these applications are reaching end-user organizations during critical replacement cycles," said Mary Wardley, vice president, IDC's CRM Applications research.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Respondent Organization Demographics
Figure: Respondents by Company Size: CRM Software as a Service Purchasers and Reviewers
Figure: Respondents by Primary Industry: CRM Software as a Service Purchasers and Reviewers
Situation Overview
Introduction
Current Industry Dynamics
The Positive Customer Experience
Software as a Service Adoption Status: A CRM View
Figure: Software as a Service Adoption: Sales Force Automation
Figure: Software as a Service Adoption: Marketing Automation and/or Customer Support
Figure: Top Trigger Events for Software as a Service Adoption: A CRM View
Average Monthly Cost and Contract Length
Figure: Average Monthly Cost for Software as a Service Offerings: CRM Versus Total Survey Population
Figure: Average Contract Length for Software as a Service Offerings: CRM Versus Total Survey Population
Impact on Software Purchases
Figure: Agreement with Statement That Software as a Service Will Have a Significant Impact on Software Purchases: A CRM View
Figure: Primary Impact of Software as a Service on Software Purchases: A CRM View
Figure: Software as a Service Purchase in Environmental Context: A CRM View
Challenges to On Demand
Figure: Software as a Service Adoption Inhibitors
The Developing On-Demand CRM Ecosystem
Integration and Customization
SaaS Enablement Programs
On-Demand CRM Applications Market in 2004
Competitive Landscape
Table: Worldwide On-Demand and On-Premise CRM Applications Revenue, 2004
Table: Worldwide On-Demand CRM Applications Revenue by Vendor, 2004
Vendor Profiles
Leading Vendors in 2004
Omniture
RightNow Technologies
Salesforce.com
Siebel Systems
WebSideStory
Other CRM-On-Demand Vendors
Click Tactics
Digiprise
Entellium
NetSuite
NextSale
SageCRM.com
Salesnet
SugarCRM
WebTrends
Future Outlook
Essential Guidance
Learn More
Related Research
CRM Applications Market
Software as a Service
Methodology
Definitions
CRM Applications Market
Marketing Automation Applications
Sales Automation Applications
Customer Service Applications
Contact Center Applications
Software as a Service
Synopsis

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