Abstract
Overview
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.
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.
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.
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