08-26-08MidmarketCRMWave

08-26-08MidmarketCRMWave - August 26, 2008 The Forrester...

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Making Leaders Successful Every Day August 26, 2008 The Forrester Wave™: Midmarket CRM Suites, Q3 2008 by Pete Marston for Business Process & Applications Professionals
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© 2008, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Forrester clients may make one attributed copy or slide of each ±gure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights and usage information, go to www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. To purchase reprints of this document, please email resourcecenter@forrester.com. For Business Process & Applications Professionals Includes a Forrester Wave™ EXECUTIVE SUMMARY In Forrester’s 517-criteria evaluation of midmarket customer relationship management (CRM) solutions, we found that Oracle’s Siebel CRM Professional Edition and CRM On Demand products, Microso± Dynamics CRM, RightNow CRM, and salesforce.com’s salesforce led the pack. Tey distanced themselves from the competition with strong sales force automation and usability capabilities. Right behind the Leaders is a crowded group of Strong Performers including so±ware-as-a-service (SaaS) players like Entellium and NetSuite; versatile deployment solutions like SageCRM, Selligent X@, and Sugar Enterprise; and traditional, on-premise solutions like Maximizer CRM, CDC So±ware’s Pivotal CRM, Consona CRM’s Onyx CRM, and Sage SalesLogix. Finally, closing out the group as a Contender is FrontRange Solutions’ GoldMine Enterprise Edition — a longstanding CRM solution with a signi²cant customer and user base. TABLE OF CONTENTS Shopping For A Midmarket CRM Suite Is Still A Headache Despite Massive Consolidation From 2005 To 2007, A Bevy Of Choices Remain The Three Types Of CRM Vendors To Consider Midmarket CRM Evaluation Overview Buyer Interest Centers On Current O±ering, Strategy, And Market Presence Vendors Evaluated: Multifunctional CRM Suites Suited For Midmarket Organizations Strong Performers Challenge Existing Leaders In A Crowded Market Vendor Pro±les Leaders: Microsoft, Oracle, RightNow, And Salesforce Solutions Move To The Finals Strong Performers: A Crowded Group Seeks To Cause Major Upsets Contenders: A Cagey Veteran Looks To Challenge Supplemental Material NOTES & RESOURCES In Q2 2008, Forrester evaluated 35 CRM solutions. In the CRM midmarket suites category, Forrester surveyed and interviewed 13 CRM vendors o±ering 15 CRM suites: CDC Software, Consona CRM, Entellium, FrontRange Solutions, Maximizer Software, Microsoft, NetSuite, Oracle, RightNow Technologies, Sage Software, salesforce.com, Selligent, and SugarCRM. We also surveyed 165 vendor-supplied references.
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08-26-08MidmarketCRMWave - August 26, 2008 The Forrester...

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