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Wading Through the Ultra-Competitive CRM Market
Wading Through the Ultra-Competitive CRM Market
By Jennifer LeClaire / NewsFactor Network Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus

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"Sales organizations may be challenged to win the mind share of their IT departments -- i.e., to make SFA projects a high priority. Microsoft Outlook integration lacks automation and continues to be cumbersome, requiring a significant amount of user interaction. Server-side integration is functional, but needs more bidirectional behavior. Managing the cost and complexity of enterprise applications and dependencies on other SAP middleware is a challenge. SAP CRM is a different product than SAP Customer OnDemand, so do not assume migration is possible from one to the other; but they can be used together through integration."

And Another SAP: Cloud for Sales

Much like SAP CRM, Gartner notes that SAP Cloud for Sales has seen significant uptick with iPad deployments. In terms of strengths, Gartner says the solution can integrate with SAP ERP, SAP CRM on-premises, and SAP Jam for social collaboration. Also, potential pricing could be attractive as SAP attempts to win market share for SFA cloud-based services. Want to know the cautions?

"Although there are a few large customers (more than 1,000 users) in the process to deploy SAP Cloud for Sales, there are no live proof points. The customization and configuration environment is not as simple to use compared with leading SaaS SFA products. Because the SAP on-premises product is fundamentally a different product than SAP Cloud for Sales, customers should not assume they can migrate from one to the other."

A Spoonful of SugarCRM

When it comes to SugarCRM, Gartner notes that strengths including the mobile device, UI and social technology strategy have improved over the past 12 months. Gartner also points to a flexible customization environment that leverages open industry-standard technologies like HTML5, REST, JavaScript and PHP. And the firm says SugarCRM provides an attractive, easy-to-understand pricing model; customers pay the same subscription price, regardless of model. The cautions:

"Although it signed a large deal with IBM in 2011 (75,000 users), SugarCRM has the most success with SMBs and is in the process of expanding direct sales and partnerships to support larger SFA implementations. Gartner has seen an uptick in sales organizations over 500 users considering SugarCRM. SugarCRM has shown improvement in increasing the depth and breadth of the ecosystem in the past 12 months, but is still lagging behind more-established ecosystems of leaders in the Magic Quadrant. SugarCRM has an emerging marketplace of ISVs called SugarExchange.com and offers SugarForge.com, an open-source community." (continued...)

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Tell Us What You Think


Ian Moyse:
Posted: 2013-09-15 @ 12:07pm PT
Another good source of independent CRM information is the new G2 Crowd site.

Dan Kim:
Posted: 2013-09-04 @ 3:02pm PT
Thanks for providing information on CRM platforms, Jennifer! An intelligent social CRM has become an absolute necessity for any business hoping to maintain a competitive edge, particularly in today's technologically progressive environment. However, a crucial step that all businesses must complete previous to SCRM adoption, must be the careful selection of an intelligent SCRM. The availability of complete business suites like GreenRope, are consistently innovating the SCRM market. Furthermore, consolidated business suites allow the attached SCRM to efficiently communicate with other software applications. Not only will this increase the accuracy of internal communication, the organized data allows the business to quickly target the appropriate customer demographics.

Andrew boon:
Posted: 2013-09-03 @ 7:45am PT
Good article. Came across another whitepaper comparing Salesforce and Microsoft Dynamics CRM something readers may find interesting “Pros and cons of migrating to Microsoft Dynamics CRM from Salesforce.com” @http://bit.ly/17UgKN7

Ian Moyse:
Posted: 2013-09-01 @ 12:47am PT
The Gartner Analysis typically serves the larger firms, the typical Gartner customers. Other independent comparisons of CRM systems can be found at www.g2crowd.com and also at Gleansight.

Brad Hodson:
Posted: 2013-08-29 @ 8:53pm PT
@Michael, while I see your point, I also think we should be careful when talking about CRM as strictly an analytical tool to benefit big wigs in a company. CRM at its very core should be a tool to help salespeople achieve more fulfilling relationships with their customers and potential customers, breeding more sales and loyalty.

However, I think we should also be careful when we talk about automation software being ubiquitous with CRM, as automation can remove the entire human element of the customer, thereby nullifying the entire ideal of CRM.

Brad Hodson
JobNimbus, http://www.jobnimbus.com

Michael Collins (mc@dmcou:
Posted: 2013-08-29 @ 8:16am PT
Surely this should be titled 'Wading through the Ultra-Competitive Sales Force Automation market' as it totally omits any consideration of the analytical, operational or interactive elements that go to make up true CRM. It also fails to recognise the burgeoning interest in CRM for the B2C sector, totally at the opposite end of the spectrum from SFA.

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