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RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.The Customer Relationship Management (CRM) software market is growing, particularly fueled by increasing demand in the mid-market. New market trends, such as Software-as-a-Service (SaaS), social CRM, CRM anywhere (mobile) and pushback on complex suites in favor of more generic CRM platforms are reshaping the CRM market. As a result, business and IT decision makers are once again struggling to make effective CRM product comparisons.
This research note takes an in-depth, comparative look at key players in the CRM mid-market and their main CRM product offerings. Coverage includes:
- Comprehensive overview of the factors influencing the CRM market.
- Graphical and text-based comparison of six leading CRM products, including relative vendor and product rankings.
- Summary of the relative strengths and weaknesses of each product.
- General recommendations for product selection.
Info-Tech’s 2010 CRM Decision Diamond provides IT and the business with a pre-filtered list of fully qualified CRM products, evaluating the strengths and weaknesses of each product relative to the others. Save time and consulting money by using this Decision Diamond to select the right CRM product for your organization.
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6 Comments
Has any research been done on Enterprise CRM solutions?
Thanks for your comment. While we do have a lot of existing research on CRM, this solution set on selecting enterprise CRM software is the first set in the enterprise CRM research agenda to follow Info-Tech's new comprehensive "solution set" format. There are two other sets planned for the enterprise CRM agenda covering strategy and implementation.
We have also recently published three solutions sets on CRM topics covering lead management and Social CRM.
There are also solution sets planned for sales compensation management and selecting e-mail marketing service providers. A customer service research agenda is currently in development for 2011 and will include service and call center topics.
This information is getting dated. No new information on SalesForce or SugarCRM since 2009??? That's like 20 Tech years?
Thanks for your comment. We are in the process of re-writing this Vendor Landscape and it is due to hit the Website in Q1 2012. Keep an eye open for it in our Upcoming Vendor Evaluations located in our Research Agenda on your home page.
Salesforce have recently decided to adopt Google Apps (Gmail) as their Enterprise Messaging & Collaboration platform. I think this bodes well for a much stronger integration between the Salersforce & Google Apps platforms that will further strengthen the overall Salesforce.com solution for the SMB marketplace.
Thank you for your comment. Salesforce.com is now directly competing with Google in the area of collaboration, so adoption of Google Apps by Salesforce.com Corporate is unlikely to lead to any further integration of products. That does not diminish the fact though that both companies share a joint vision of the role of the cloud in enterprise application portfolios.
If you're interested in more about Salesforce.com's collaboration efforts, please see http://www.infotech.com/research/it-salesforcecom-not-your-fathers-crm-anymore
Also, we're pleased to announce that Info-Tech's CRM Decision Diamond will be replaced soon with a large enterprise CRM Suites Vendor Landscape and a SMB CRM Suites Vendor Landscape, with updated vendor comparisons for each market.