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"Early customers cited various issues, ranging from performance to quality, that ultimately get resolved, but could be issues for customers impatient with a new service offering. Although Oracle provides the Oracle Customer Data Hub free of charge to integrate data between Oracle Sales Cloud and Oracle Service Cloud, both offerings are on two different technology stacks and have different configuration and development tools. Oracle Sales Cloud is not focused on deep vertical functionality."
Is Oracle Siebel CRM Right for You?
Gartner calls Oracle Siebel CRM a viable offering for complex on-premises deployments for the foreseeable future. Its strengths are a proven, deep and broad sales functionality offered in many vertical industries for large-enterprise, large-scale deployments. Flexibility, configuration and customization are key features. Customers can leverage Oracle Business Intelligence Enterprise Edition for analytics and reporting, and the user experience is improved, compared with previous Oracle Siebel CRM releases. Cautions:
"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? (continued...)
Posted: 2013-09-15 @ 12:07pm PT
Another good source of independent CRM information is the new G2 Crowd site.
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.
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
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.
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.
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.