決策組合：CRM企業之選擇（競爭企業的觀點）

Abstract

Overview

Introduction

Due to demand for a better understanding of the competitive landscape in the Customer Relationship Management (CRM) market, Datamonitor has developed the CRM Decision Matrix. This report explores the competitive dynamics within the CRM market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.

Scope

• Provides an overview of the most important trends affecting the CRM market and influencing its competitive dynamics.
• Delivers a comprehensive comparison of Customer Relationship Management (CRM) vendors in terms of their technology, user sentiment and market impact.
• Presents a detailed view of each vendor' s CRM offering and capabilities, as well as providing advice on the suitability of these offerings.
• Vendors covered include: Chordiant, Consona, Infor, Microsoft, NetSuite, Oracle, RightNow Technologies, Salesforce.com and SAP.

Report Highlights

Datamonitor identifies CRM as a maturing market driven by convergence with adjacent technology areas, growing reliance on analytics and innovative hybrid methods of deployment and licensing.

Strategies for success in this market include the provision of a broad portfolio of CRM features that can be deployed in a variety of modes and operational environments. Focusing exclusively on a single delivery method and concentrating on niche strengths may prove risky due to ongoing commoditization in the market.

The Customer Relationship Management market will continue to evolve. The market is replete with quality vendor offerings and is going to become even more competitive in the future. Nevertheless, the current market leaders will continue to dominate the market, at least in the medium-term.

Reasons to Purchase

• Gain detailed knowledge of Customer Relationship Management (CRM) vendors' strengths with regards to technology, user sentiment and market impact.
• Customer Relationship Management (CRM) vendors can benchmark their own performance in various key criteria against their competitors.
• IT managers will gain valuable insight to improve their Customer Relationship Management (CRM) purchasing decisions.

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