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Decision Matrix: Selecting a CRM Vendor (Competitor Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: September 2007
Product Code: R313-25658
Description
Introduction

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.

Scope

Provides an overview of the most important trends affecting the CRM market and influencing its competitive dynamics. Delivers a comprehensive comparison of Customer Relationship Management (CRM) vendors in terms of their technology, user sentiment and market impact. Presents a detailed view of each vendor's CRM offering and capabilities, as well as providing advice on the suitability of these offerings. Vendors covered include: Chordiant, Consona, Infor, Microsoft, NetSuite, Oracle, RightNow Technologies, Salesforce.com and SAP.

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.

Reasons to Purchase

Gain detailed knowledge of Customer Relationship Management (CRM) vendors' strengths with regards to technology, user sentiment and market impact. Customer Relationship Management (CRM) vendors can benchmark their own performance in various key criteria against their competitors. IT managers will gain valuable insight to improve their Customer Relationship Management (CRM) purchasing decisions.
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
MARKET DEVELOPMENTS
The CRM application market is maturing
Uptake among SMEs is growing and CRM is converging with adjacent technologies
CRM Decision Matrix
Market leaders: Oracle and SAP
The challengers: Chordiant, Infor, Salesforce.com
MARKET LEADERS
Market Leaders: Technology
Market Leaders: User Sentiment
Market Leaders: Impact
VENDOR ANALYSIS
Chordiant: CRM Radars
Recommendation: Consider
Consona: CRM Radars
Recommendation: Explore
Infor: CRM Radars
Recommendation: Consider
Microsoft: CRM Radars
Recommendation: Explore
NetSuite: CRM Radars
Recommendation: Explore
Oracle CRM Radars
Oracle E-Business Suite (EBS): CRM Radars
Oracle Siebel CRM: CRM Radars
Oracle PeopleSoft Enterprise: CRM Radars
Recommendation: Shortlist
RightNow Technologies: CRM Radars
Recommendation: Explore
Salesforce.com: CRM Radars
Recommendation: Consider
SAP: CRM Radars
Recommendation: Shortlist
Deployment flexibility will be increasingly important factor in CRM market success
APPENDIX
Summary scores
Datamonitor Ratings
Definitions
Extended Methodology
Technology
User Sentiment
Market Impact
Methodology
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer
List of Tables
Table 1: CRM Decision Matrix*
Table 2: CRM Decision Matrix - vendor scores summary
List of Figures
Figure 1: CRM decision matrix*
Figure 2: Market Leaders analysis: technology
Figure 3: Market Leaders analysis: user sentiment
Figure 4: Market Leaders analysis: market impact
Figure 5: The Chordiant CRM Radars
Figure 6: The Consona CRM Radars
Figure 7: Infor CRM Radars
Figure 8: Microsoft Dynamics CRM Radars
Figure 9: NetSuite CRM Radars
Figure 10: The Oracle EBS CRM Radars
Figure 11: The Oracle Siebel CRM Radars
Figure 12: The Oracle PeopleSoft CRM Radars
Figure 13: Datamonitor CRM decision matrix - Oracle CRM solutions*
Figure 14: The Datamonitor CRM Decision Matrix* - Hypothetical Oracle CRM score (maximum score in each category from within the Oracle CRM portfolio)
Figure 15: RightNow CRM Radars
Figure 16: Salesforce.com CRM Radars
Figure 17: SAP CRM Radars
Ordering and More Information
Price and Delivery Options


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