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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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"Although some Oracle Siebel CRM customers give the Oracle Open UI a positive view, the majority of customers are in the evaluation stage or in some phase of initial deployment. Deployment complexity is associated with on-premises, enterprise-class applications. Due to the functional richness and associated costs, Oracle Siebel CRM is not attractive to SMBs. Those businesses typically are willing to forgo functionality and on-premises deployments for simplicity of SaaS. Oracle offers private hosting for Oracle Siebel CRM, but markets Oracle Fusion CRM as its SaaS offering."

A Pivotal Choice

According to Gartner, Pivotal's key technical value proposition is its strong integration with the Microsoft software infrastructure and applications, with a focus on areas such as embedded Microsoft SharePoint technology. The firm notes that references report ease of configuration of applications and broad functionality for the core offering, along with low complexity of the solution. Also, Pivotal has tight integration with Microsoft Outlook. But there are downsides:

"Visibility of the product is limited in the SFA market. The vendor lacks a SaaS [cloud] offering. Although buyout by Vista Equity Partners (now part of Aptean) has stabilized Pivotal, the next step is for Pivotal to differentiate itself in the market and within Aptean's product mix."

Some Sold on SageCRM

Sage CRM focuses on small- and midsize-businesses, and has its strengths and weaknesses for that category. According to Gartner, Sage's offering is a good economical solution for SMBs seeking an alternative to better-known CRM technology vendors. The software features have solid end-user adoption and good customer references, and ease of configuration and customization allow for flexibility in supporting the needs of the sales organization. Gartner also mentioned that it integrates with Sage ERP (enterprise resource planning) offerings. The cautions?

"The sales functional footprint only supports basic SFA. When users' needs go beyond the SFA basics, the system must be configured or customized to meet the needs of the sales organization. Sage continues to have limited market visibility, and few inquiries from Gartner clients creating SFA vendor shortlists. Geographic penetration remains focused on EMEA [Europe, Middle East, Africa]. The sale of Sage SalesLogix should provide more opportunity for Sage to focus on geographies such as North America."

Surveying SAP CRM

SAP has seen an increase in use recently on the iPad. Some of its other Gartner-identified benefits include real-time integration that exists between SAP CRM and SAP ERP, as well as vendor references that cite integrated analytics between SAP NetWeaver Business Intelligence and SAP BusinessObjects. Gartner also points out that support for a broad range of mobile devices, tablets and smartphones is an attractive attribute noted by many SAP users. What's more, the SFA footprint offers a wide range of CRM functionality, including sales opportunity management, marketing, customer service and sales performance management. But Gartner also has cautions: (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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