62% of the total CRM market is being served NOT by the on-premise full-suite CRM “big three,” (Oracle, SAP and Siebel, soon to be the “big two” Oracle and SAP), but by smaller vendors including those that support the Software-as-a-Service (SaaS) model.
Although at present, on-demand CRM applications make up a small segment of the overall CRM market, throughout 2004 and 2005, the demand for CRM SaaS offerings has been booming; according to IDC (who has projected this market to grow to 10.7 billion by 2009), this trend should continue for the foreseeable future.
"The software on-demand delivery model is helping to reinvigorate the software industry and turns an attentive ear to customer needs and wants, "says Erin Traudt, IDC’s research analyst for Software as a Service. "Ultimately, customers want their business problems solved and the on-demand model provides another option to help accomplish that important and necessary feat."
In addition, Rob Bois, a senior research analyst with AMR Research notes that “the Software-as-a-service category has changed the whole perception of customer management with faster implementations, quicker time to value, and easy customization.”
CRM Mastery’s On-Demand CRM Service Review reports analyze two of the industry’s leading on-demand CRM services:
Salesforce.com, Summer ’05 Release, and
NetSuite Release 10.6
Report Highlights Include:
- More then sixty key CRM function and feature areas are covered, in depth,
- Easy to interpret charts and graphs rate the strength of each primary CRM area; scores are based on how each service compares to what is generally available in the CRM marketplace,
- Positive and negative comments are highlighted in GREEN and RED, respectively, to facilitate analysis.
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Summary Table of Contents
(Click here for sample report content details)
- On-Demand CRM Service Interfaces
- Account Management
- Campaign, Lead & Opportunity Management
- Customer Service
- Document Management
- Workflow Automation
- Desktop Tools
- Reporting, Analytics & Dashboards
- Administration / Setup
- Internationalization
- Customization
- On-Demand CRM Service Integration
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