Traditional CRM Vendors Struggling to Move Downstream

LONDON – November 23, 2004 – Info-Tech Research Group today reveals its Select™ Award winners for Customer Relationship Management (CRM) software for mid-sized enterprises.  Seven companies will be receiving awards: Best Software, Salesforce.com, Oncontact, Onyx, Pivotal, Cobault and Oracle.

Info-Tech’s Select™ Awards recognize companies who offer outstanding products for mid-sized enterprises.  To select the winners, Info-Tech combines the insight of their expert analysts with extensive customer satisfaction data.

To download high-resolution, print-ready version, click here.

All of the data for each dimension is combined to achieve an overall rating for that dimension.  The final ratings are then plotted on the Info-Tech Power Curve™.  The curve rewards companies who are strong on both dimensions – to be included in the Leadership Zone, a company has to have a strong offering and a clear strategy for the mid-market, as well as high customer satisfaction. 

“We’re very happy for the CRM Select Award winners,” said Janet White, the lead analyst on the report.  “They all offer outstanding CRM products that meet the unique needs of mid-sized companies.”

Key Findings:

  • Best Software and Salesforce.com are clear leaders.  The combination of exceptionally satisfied customers and strong market positioning put these vendors in a league of their own.
  • Pivotal, Onyx, and Oncontact are focused squarely on mid-sized enterprises and have built up a solid reputation in this space. Customers are happy with these products, and the vendors are competitive through technical and feature/function innovations.
  • Oracle remains a strong force in CRM due to its strong market position and its aggressive market strategy.
  • Siebel, the large enterprise CRM leader, is aggressively fighting for market share in the Small to Mid-Sized Enterprise (SME) space. Its offerings for the mid-market are compelling, and attention to customer service initiatives could make Siebel a future award winner.
  • Microsoft CRM is a new product that has the potential to be a future market leader.  Microsoft’s dominant presence in the software industry, and its pervasiveness in SMEs makes this an offering to watch.
  • Cobault has an impressive Customer Satisfaction Index rating and an aggressive market strategy.  If it continues to increase its market presence and demonstrates long term viability, Cobault should become a serious player in this space.
  • Traditionally Sales Force Automation vendors FrontRange and Maximizer have created CRM offerings targeting SMEs.  Their experience, reputations and market position should make them especially attractive options for smaller organizations.
  • Saratoga, SalesPage and Lynk continue to focus on their vertical industry markets.

About Info-Tech Research Group
With a paid membership of over 25,000 worldwide, Info-Tech Research Group is the global leader in providing IT research and analysis to the mid-sized enterprise market. It is North America's fastest growing full-service IT analyst firm.


Media Contact:
Shelley Grandy
519 432-3550 ext 3020
sgrandy@infotech.com