1. Practical IT Research that Drives Measurable Results Vendor Landscape Plus: CRM Software 1Info-Tech Research Group

2. Introduction Info-Tech Research Group2 CRM market consolidation is over and new entrants are quickly becoming dominant. More organizations are considering lower-cost CRM products, especially SaaS deployments, with fewer upfront costs. Interest in complex CRM suites is waning in exchange for CRM solutions that operate more like platforms. This solution set will help you: Select both the right CRM feature set and the right application delivery method for your organization to deliver immediate value and be flexible over the long-term. Significantly shorten the selection process by examining the vendors that Info-Tech has pre-screened as being recommended for SMBs. Spend your consultancy budget on CRM implementation, instead of selection. Shortlist Solutions Review the SaaS CRM deployment option. Review Info-Tech’s scenario-based product selection recommendations. Complete Info-Tech’s selection tool to generate a custom Decision Diamond ™. Compare Vendors Understand the changes in the CRM market over the last two years. Review the evaluation criteria used by Info-Tech in the CRM Decision Diamond ™. Compare the overall performance of products and vendors.

3. It’s not your father’s CRM market anymore. Microsoft & Salesforce.com dominate mindshare. Info-Tech Research Group3 With Dynamics CRM V4, Microsoft went from nowhere to a market leader in only two years. Salesforce.com has redefined the CRM market and has legitimized CRM software as a service (SaaS). Organizations are pushing back on complex CRM suites in favor of more generic CRM platforms. Price pressure is extreme, with on-demand prices at less than $10 per user per month for entry-level CRM. Oracle Siebel continues to dominate in CRM features, but it’s reputation for cost and complexity are well-earned. We asked SMBs, “Which of the following CRM solutions have you used, implemented, or are currently implementing in the last 18 months?” N = 78

4. Info-Tech’s CRM Decision Diamond™ cuts through the hype. Info-Tech Research Group 4 Relative Score - Vendor Index Relative Score - Product Index Relative score is derived from normalizing all vendor scores to a scale of 0 to 4 for each category. For more information on how and why Info-Tech selected these vendors to evaluate, see the Appendices.

5. Perceptions of SaaS immaturity are not influencing final CRM product & vendor selection. Don’t be fooled by SaaS myths. Info-Tech Research Group5 Perception that on-premise CRM solutions are more easily customized and integrated with existing architecture were two most common decision criteria leading organizations to chose an on-premise solution over SaaS. Faster implementation time is cited as the principle differentiator for choosing SaaS. A small number of on-premise implementers chose not to implement SaaS due to a perception of immaturity. This supports the idea that organizations choose to implement on-premise for perceived superior functionality, not because SaaS is perceived as immature. We asked SMBs, “BEFORE implementing the CRM solution, to what extent would your organization have agreed with the following statements? Was it a decision criteria?” N = 59

6. No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. Info-Tech Research Group6 1.Organizations that use SAP ERP products should strongly consider SAP CRM and leverage existing investments in SAP software to negotiate good pricing. 2.Organizations that need a rapid time-to-market should consider the leading SaaS CRM providers, Salesforce.com, or MS Dynamics CRM Online. 3.Organizations with strongest needs in customer service, customer service knowledge management, and multi- channel customer interaction management should consider RightNow Technologies CX. 4.Organizations with strongest needs in sales force automation should consider Oracle Siebel, Salesforce.com, or Sage SalesLogix. 5.Smaller organizations with complex sales processes should consider Sage SalesLogix or Salesforce.com. 6.Organizations committed to Sage ERP products, such as the AccPac or MAS product lines, should consider Sage SalesLogix due to the ongoing integration of front office to back office products across the Sage Software portfolio. 7.Organizations with extreme vertical industry requirements should look to Oracle Siebel to satisfy their needs. 8.Organizations that need a CRM solution that can be used more as a platform, such as building multiple solutions on the same platform, should consider MS Dynamics CRM, especially the data center version of Dynamics CRM. 9.Microsoft shops heavily invested in Office, Outlook, and SharePoint should put MS Dynamics CRM at the top of their shortlist. 10.Organizations heavily invested in Oracle ERP/BI products and/or Oracle Fusion should consider Oracle Siebel as their best choice in order to facilitate integration. Identify scenarios that fit your organization before entering your own weighting factors into Info-Tech’s CRM Short-Listing Tool. Info-Tech Insight:

7. No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. Info-Tech Research Group7 Identify scenarios that fit your organization before entering your own weighting factors into Info-Tech’s CRM Short-Listing Tool. Info-Tech Insight: If…Then consider… Heavy investment in other SAP productsSAP CRM Heavy investment in Sage ERP productsSage SalesLogix Heavy investment in Oracle ERP or Oracle FusionOracle Siebel Need rapid time-to-marketSalesforce.com, Microsoft Dynamics CRM Online, RightNow Technologies Strongest need is sales automationSage SalesLogix Strongest need is customer serviceRightNow Technologies Have extreme vertical industry requirementsOracle Siebel Need CRM platform on which to build multiple solutionsMicrosoft Dynamics CRM Heavily invested in Microsoft SharePoint, Office, and OutlookMicrosoft Dynamics CRM Small organization with complex sales processesSalesforce.com, Sage SalesLogix

8. The CRM Shortlisting Tool generates custom results for your organization, based on weighting factors you choose. Info-Tech Research Group8 Complete the Info-Tech CRM Shortlisting Tool to generate: A self-sorted ranking list of CRM vendors based on user input. A CRM Decision Diamond ™ customized for your organization.

9. Additional Tools and Insight Included in Complete Report Detailed analysis of all of the major CRM vendors including : – Oracle Siebel – Salesforce – Microsoft – Sage Info-Tech Research Group9

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