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Ovum SaaS CRM evaluations
 

Ovum SaaS CRM evaluations

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    Ovum SaaS CRM evaluations Ovum SaaS CRM evaluations Document Transcript

    • Ovum SaaS CRM evaluations Author: Bola Rotibi, David Bradshaw Published: February 2008 Pages: 130 Special Price: USD 2,990 +GST This report examines the capabilities of six leading SaaS CRM vendors, Microsoft, NetSuite, Oracle, RightNow, Sage and salesforce.com. Between them, these products provide a wide range of options for organisations considering the SaaS route for their CRM system, and prove that SaaS CRM has come of age. David Bradshaw and Bola Rotibi review their findings and assess the strengths and weaknesses of each suite. Table of contents: • The Ovum View - Microsoft CRM Live - NetSuite CRM+ - Oracle Siebel CRM On Demand - RightNow CRM - SageCRM.com - Salesforce.com • The evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • Guide and summary of the SaaS CRM evaluations Author: Bola Rotibi, David Bradshaw Published: February 2008 Pages: 6 Special Price: USD 150 +GST This report examines the capabilities of six leading SaaS CRM vendors, Microsoft, NetSuite, Oracle, RightNow, Sage and salesforce.com. Between them, these products provide a wide range of options for organisations considering the SaaS route for their CRM system, and prove that SaaS CRM has come of age. Table of contents: • What did we do? - The questionnaire - The process • The Ovum View - Microsoft CRM Live - NetSuite CRM+ - Oracle Siebel CRM On Demand - RightNow CRM - SageCRM.com - Salesforce.com July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • Salesforce.com(SaaS CRM Evaluation) Author: Dwight B. Davis Published: April 2008 Pages: 14 Special Price: USD 350 + GST Salesforce.com is the leader in the market for on-demand applications. With enhanced offerings in customer relationship management (CRM), the company pioneered a new era of competition with traditional enterprise application vendors such as Oracle and SAP. The company’s service offerings have evolved from basic salesforce automation (SFA) to a broad portfolio of on-demand services and platform offerings. Table of contents: • Ovum View - SaaS applications plus extensible platform • SWOT Analysis • Competitive environment - Key competitors - Salesforce.com’s differentiators • Structure - Expanding geographic and enterprise market profile • Products and services - A growing portfolio • Strategy Analysis - Strategy Objectives - Strategy Execution • Future Outlook July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • - Financial Analysis Microsoft (SaaS CRM Evaluation) Author: Eric Woods Published: April 2008 Pages: 22 Special Price: USD 498 + GST Most sales people ‘live’ in their email, contacts and calendar systems, and CRM Live’s integration with Outlook is the most comprehensive. This removes one of the most significant barriers to adoption of any CRM system. However, more than this, Microsoft provides a near complete set of CRM functionality at a generally high standard. Finally, the unique choice of delivery models will be attractive to many – Microsoft Dynamics CRM 4.0 is exactly the same code base as CRM Live, and you can deploy it on-premise or get a hosted version from a Microsoft partner. Microsoft already has a strong and growing set of partners, and over time we expect to see a wide choice of ‘verticalised’ hosted versions of Dynamics CRM that will save much of the effort of configuring the system to your exact needs. Table of contents: • Microsoft CRM Live - The Ovum View • The Evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • NetSuite (SaaS CRM Evaluation) Author: Bola Rotibi, David Bradshaw Published: April 2008 Pages: 21 Special Price: USD 498 + GST NetSuite has a good set of CRM capabilities, especially for business-to- business users, with professional sales and service a little stronger than its marketing capabilities. An attraction to smaller businesses is the ability to use NetSuite for back-office functionality and to build an integrated web shop. Integrating capabilities like these is typically beyond the means of small business, despite the benefits they bring. However, NetSuite is not just for small business, it has a growing number of larger customers who use it as a departmental solution. Table of contents: • NetSuite CRM+ - The Ovum View • The Evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • Oracle (SaaS CRM Evaluation) Author: Bola Rotibi, David Bradshaw Published: February 2008 Pages: 23 Special Price: USD 498 + GST Oracle Siebel CRM On Demand is an all-rounder with few shortfalls, although it does rely on partners for some key functionality in areas like campaign management, online marketing, and quotes and proposals. It has some unique capabilities in analytics and in offering a fully integrated contact centre on demand. Perhaps most importantly, Oracle’s forthcoming Fusion Edge Social CRM applications address the long- standing issue of CRM for professional sales staff, which is that CRM is seen as something your employer makes you put data into rather than something you get any benefit from. Although Fusion Edge will be usable with a wide range of other CRM tools, we expect the integration with Oracle CRM to be the deepest and widest. Table of contents: • Oracle Siebel CRM On Demand - The Ovum View • The Evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • Sage (SaaS CRM Evaluation) Author: Bola Rotibi, David Bradshaw Published: February 2008 Pages: 22 Special Price: USD 498 + GST Sage provides a rounded set of capabilities with only a few significant gaps, the most serious of which (the lack of support for partner sales and service, and no web-based service capabilities) will not be an issue for many organisations anyway. On the plus side, we approve of the use of user-configurable workflow as a way of automating repetitive processes. Table of contents: • SageCRM.com - The Ovum View • The Evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.
    • RightNow (SaaS CRM Evaluation) Author: Bola Rotibi, David Bradshaw Published: February 2008 Pages: 22 Special Price: USD 498 + GST RightNow has forged its reputation for highly effective management of high volumes of service transactions by voice, email and over the Web. However, it is not just about service. The company’s expertise in managing web and email transactions has been adapted for marketing. In sales, the company’s ability to manage high volumes of interactions makes it potentially a very effective vehicle for a telesales operation. A long- standing aspiration of call centres has been to turn them from cost centres into profit centres – RightNow is a tool that could help call centres to do just that. Table of contents: • RightNow CRM - The Ovum View • The Evaluation - Marketing capabilities - Sales - Service - Contact centre - Extended functionality July 2008 © Ovum 2008. Unauthorised reproduction prohibited.