Worldwide On-Demand Customer Relationship Management Applications 2004 Vendor Analysis

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