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

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1 Brochure More information from Decision Matrix: Selecting an On-demand CRM vendor (Competitor Focus) Description: 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. Scope - Provides an overview of the most important trends driving the competitive dynamics in the on-demand CRM market. - Benchmarks on-demand CRM vendors in terms of their technology, user sentiment and market impact. - Presents a detailed view of each vendors on-demand CRM offering and capabilities, as well as providing advice on the suitability of these offerings. - Vendors covered include: Aplicor, Microsoft, NetSuite, Oracle, RightNow Technologies, Salesforce.com, SAP, SugarCRM, and Zoho. Highlights of this title 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. Key reasons to purchase this title - Gain detailed knowledge of on-demand CRM vendors strengths with regards to technology, user sentiment and market impact. - On-demand CRM vendors can benchmark their own performance in various key criteria against their competitors. - IT managers will gain valuable insight to improve their purchasing decisions. Contents: 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

2 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 List of Tables 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 List of Figures 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

3 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 Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8,

4 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: Decision Matrix: Selecting an On-demand CRM vendor (Competitor Focus) SC Product Formats Please select the product formats and quantity you require: Quantity Hard Copy: Electronic (PDF) - Single User: Electronic - Enterprisewide: USD USD 58 Shipping/Handling USD 3395 USD 8488 * Shipping/Handling is only charged once per order. Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)

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