Decision Matrix: Selecting a CRM Vendor (Competitor Focus)

Table of Contents

• 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