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Wading Through the Ultra-Competitive CRM Market

Wading Through the Ultra-Competitive CRM Market
By Jennifer LeClaire

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Gartner's July, 2013 research report places Salesforce.com and Microsoft Dynamics CRM in the top spots for sales force automation. SAP and Oracle also made it into the leader's quadrant, with SugarCRM fairly high on the chart and NetSuite positioned as a key challenger. Others include Sage CRM, Swiftpage, Pivotal, CRMnext, and Zoho.
 


(Page 7 of 7)

"Zoho relies on a pull model from existing customers with a small direct sales team, and a freemium offering as its go-to-market strategy, along with a targeted channel network creating limited visibility in the marketplace. Zoho offers free-of-charge support during the evaluation stage; however, customers must rely on partners or a paid service for Zoho phone support and SLAs once they go live. Zoho offers free support via email for customers using the freemium offering. Customers report that Zoho needs to spend more time on quality assurance before releasing new versions and that there are limitations to reporting."

Gartner Magic Quadrant Details

To have been included in this year's Magic Quadrant Sales Force Automation report, published July 2013, vendors must have satisfied several key criteria:

(1) Proven ability to deliver opportunity management systems with software released during the past 18 months; although a new offering from an established vendor in this market could also be considered if it could be validated with customers.

(2) At least five new, named customers that have actively deployed opportunity management functionality during the past 12 months.

(3) Customers that are using B2B opportunity management as the primary sales application in at least three industries.

(4) At least $15 million in annual company revenue.

(5) Customer presence in more than one of the following regions: North America, EMEA, Latin America or Asia/Pacific.

Special thanks go to Gartner analysts Robert P. Desisto and Patrick Stakenas for their comprehensive analysis.

Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, with 5,700 associates, including more than 1,435 research analysts and consultants, and clients in 85 countries.

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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.



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


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