News Feature

The Major Players in the On-Demand CRM Game

January 15, 2006 — CIO —

On-Demand CRM Only

Entellium: Includes functionality for sales-force automation, marketing automation, and service and support.

iRadeon: Focused on sales-force automation.

NetSuite: Includes functionality for sales-force automation, marketing automation, and service and support. Also offers integrated functionality for financial management, e-commerce and other enterprise operations.

Salesforce.com: Includes functionality for sales-force automation, marketing automation, and service and support. Also partners with other companies to provide more specialized functionality for HR, finance, health care and e-commerce.

SalesNet: Focused on sales-force automation.

On-Demand and On-Premise CRM

Kana: Focused on customer service and service-resolution management.

Microsoft: Provides sales-force automation, marketing automation, and service and support functionality predominantly for small and mid-market companies. Currently offers on-demand solutions only through its partners.

RightNow: Provides functionality for customer service, sales-force automation and marketing automation.

Siebel CRM (now owned by Oracle): Provides a suite of solutions for marketing automation, sales-force automation, call center and service, self-service and e-billing, customer-order management and partner management. Siebel’s on-demand solution provides functionality for contact center, sales-force automation, marketing automation, and service and support.

On-Premise CRM Only

mySAP CRM: Includes functionality for marketing, sales, service, e-commerce, contact center, and channel management.

Onyx: Provides marketing automation, sales-force automation, service and support, contact center, partner-relationship management and customer-performance management.

Oracle: Has basic functionality for sales-force automation, marketing automation, and service and support.

PeopleSoft: Offers functionality for sales, service and marketing, as well as analytics and vertical-specific solutions.

SalesLogix: Includes functionality for sales, marketing, customer service and support for small to midsize businesses.

Source: Nucleus Research