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Select the Right CRM Software
Introduction Info-Tech Research Group 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],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.
Executive Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group
Info-Tech Research Group 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.
It’s not your father’s CRM market anymore. Microsoft & Salesforce.com dominate mindshare. ,[object Object],[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group We asked SMBs, “Which of the following CRM solutions have you used, implemented, or are currently implementing in the last 18 months?” N = 78
Evaluation criteria should encompass vendor & product attributes. Info-Tech Research Group Creating categories for company attributes separate from categories that evaluate product attributes allows organizations to prioritize and weigh vendor performance separately from product performance. Info-Tech chose evaluation criteria across seven distinct categories: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Info-Tech’s CRM Decision Diamond™ cuts through the hype. Info-Tech Research Group 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.
With its solid record of SaaS implementations, Salesforce.com proves you can be a CRM leader without an on-premise product.  Info-Tech Research Group Organizations that need a rapid time to market should consider Salesforce.com, the leading SaaS CRM provider. Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Oracle Siebel is still a brute force in the industry. Info-Tech Research Group Organizations with extreme vertical industry requirements should look to Oracle Siebel to satisfy their needs because of Siebel’s unparalleled breadth of industry solutions.  Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
In only two years, Microsoft achieves leadership status with Dynamics CRM v4 Platform. Info-Tech Research Group 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 Microsoft Dynamics CRM, especially the data center version of Dynamics CRM. Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sage SalesLogix is a category leader in sales automation with strong sales pipeline automation. Info-Tech Research Group Organizations with complex sales processes should consider Sage SalesLogix. Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
RightNow Technologies is a service & support category leader with RightNow CX, but remains unknown and undervalued. Info-Tech Research Group Organizations with strongest needs in customer service, customer service knowledge management, and multi-channel customer interaction management should consider RightNow Technologies because of its strong capabilities in these domains. Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Existing enterprise investment in other SAP process automation areas remains the top reason to select SAP CRM. Info-Tech Research Group Organizations that use SAP ERP products should strongly consider SAP CRM and leverage existing investments in SAP software to negotiate good pricing. Info-Tech Insight:  Strengths Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Info-Tech Research Group 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.
Perceptions of SaaS immaturity are not influencing final CRM product & vendor selection. Don’t be fooled by SaaS myths. ,[object Object],[object Object],[object Object],Info-Tech Research Group 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
No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group Identify scenarios that fit your organization before entering your own weighting factors into Info-Tech’s CRM Short-Listing Tool. Info-Tech Insight:
No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. Info-Tech Research Group 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 products SAP CRM Heavy investment in Sage ERP products Sage SalesLogix Heavy investment in Oracle ERP or Oracle Fusion Oracle Siebel Need rapid time-to-market Salesforce.com, Microsoft Dynamics CRM  Online , RightNow Technologies Strongest need is sales automation Sage SalesLogix Strongest need is customer service RightNow Technologies Have extreme vertical industry requirements Oracle Siebel Need CRM platform on which to build multiple solutions Microsoft Dynamics CRM Heavily invested in Microsoft SharePoint, Office, and Outlook Microsoft Dynamics CRM Small organization with complex sales processes Salesforce.com, Sage SalesLogix
The CRM Shortlisting Tool generates custom results for your organization, based on weighting factors you choose. Info-Tech Research Group ,[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group 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.
Need Additional Support? Info-Tech goes beyond research: Speak  directly  to an  analyst  and/or engage  on-site consulting services  to help your team achieve results. Email our  Advisory Team  to find out how we have helped other clients and get your CRM initiative started today! Trigger Point:  Understanding CRM Defining Customer and Organizational Focus Making the Business Case Our Advisory & Consulting Services Definition of preliminary CRM requirements across the organization Identification of primary drivers for CRM and business case development Trigger Point:  Developing a Strategy for CRM Selection Understanding the Current State Defining Functional and Technology Requirements for CRM Our Advisory & Consulting Services Definition of existing CRM business processes; assessment of existing policies and technologies Identification of process, policy, and technology areas that can benefit from  CRM and documentation of requirements Trigger Point:  Comparing CRM Vendor Offerings Reviewing the Vendor Landscape Identifying and Selecting Solutions that Meet your Needs Our Advisory & Consulting Services Preliminary vendor short-listing, based on established functional and technology requirements Request for Proposal (RFP) development and vendor response evaluation
Appendices Info-Tech Research Group
Info-Tech Decision Diamond ™  Methodology Overview Info-Tech Research Group Info-Tech’s 2010 CRM Decision Diamond ™  evaluation process started with an SMB customer survey. Customers told us which vendors and products they’ve heard of and which ones they use or plan to use. They also told us that while they rarely select  Oracle  Siebel or SAP CRM, they wanted us to evaluate these products anyway. Adding Oracle to the evaluation significantly altered the relative scores of other vendors, especially SalesLogix and RightNow, compared to the 2007 Info-Tech CRM evaluation. SalesLogix and RightNow did not get worse since 2007, despite dropping to the Competitor Zone; in fact, they improved. However, Oracle’s Siebel CRM simply dominates almost every category and its inclusion this year has reshaped the outcome of the entire evaluation. From these survey results and the domain experience of our analysts, a vendor/product shortlist was established. Then, a comprehensive survey was sent to these vendors, asking for basic information as well as embedding various  knock-out  criteria, criteria that our team used to screen out vendors and products that we could not recommend to our clients.
Evaluation Results Info-Tech Research Group About Harvey Ball Scores  Info-Tech generates a classic chart mapping the raw Vendor and Product Index scores for all vendors, called a Decision Diamond. However, for comparison of vendors across individual evaluation categories, we normalize all category scores to a scale of 0 to 4. This allows clients to compare the relative performance of each vendor against the others for each category, regardless of what the  spread  was for that category. A normalized score of 0 (zero) is depicted with a hollow circle. Each increment in relative score fills in a quarter of the circle, ending with a fully filled-in circle, representing a relative score in the category of 4.  What if a product is not a Leader? The six vendor/product finalists we evaluated for our mid-market CRM evaluation, while ranked as Followers, Competitor and Leaders, are all vendors and products that we would recommend to our mid-market clients under a variety of scenarios. For example, SAP CRM was ranked as a Follower, because it is simply inappropriate for most SMBs as a standalone CRM product. However, if your organization is an SAP shop already, then SAP CRM should be at the top of your list because of the built in SAP data integration. If we would not recommend it, then we did not evaluate it. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Vendor Evaluation Criteria Info-Tech Research Group Info-Tech used the following weighting factors for the evaluation. Organizations can use the CRM Short-Listing Tool to changes these weighting factors.
Product Evaluation Criteria Info-Tech Research Group

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select crm compressed

  • 1. Select the Right CRM Software
  • 2.
  • 3.
  • 4. Info-Tech Research Group 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.
  • 5.
  • 6.
  • 7. Info-Tech’s CRM Decision Diamond™ cuts through the hype. Info-Tech Research Group 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.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14. Info-Tech Research Group 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.
  • 15.
  • 16.
  • 17. No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. Info-Tech Research Group 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 products SAP CRM Heavy investment in Sage ERP products Sage SalesLogix Heavy investment in Oracle ERP or Oracle Fusion Oracle Siebel Need rapid time-to-market Salesforce.com, Microsoft Dynamics CRM Online , RightNow Technologies Strongest need is sales automation Sage SalesLogix Strongest need is customer service RightNow Technologies Have extreme vertical industry requirements Oracle Siebel Need CRM platform on which to build multiple solutions Microsoft Dynamics CRM Heavily invested in Microsoft SharePoint, Office, and Outlook Microsoft Dynamics CRM Small organization with complex sales processes Salesforce.com, Sage SalesLogix
  • 18.
  • 19.
  • 20. Need Additional Support? Info-Tech goes beyond research: Speak directly to an analyst and/or engage on-site consulting services to help your team achieve results. Email our Advisory Team to find out how we have helped other clients and get your CRM initiative started today! Trigger Point: Understanding CRM Defining Customer and Organizational Focus Making the Business Case Our Advisory & Consulting Services Definition of preliminary CRM requirements across the organization Identification of primary drivers for CRM and business case development Trigger Point: Developing a Strategy for CRM Selection Understanding the Current State Defining Functional and Technology Requirements for CRM Our Advisory & Consulting Services Definition of existing CRM business processes; assessment of existing policies and technologies Identification of process, policy, and technology areas that can benefit from CRM and documentation of requirements Trigger Point: Comparing CRM Vendor Offerings Reviewing the Vendor Landscape Identifying and Selecting Solutions that Meet your Needs Our Advisory & Consulting Services Preliminary vendor short-listing, based on established functional and technology requirements Request for Proposal (RFP) development and vendor response evaluation
  • 22. Info-Tech Decision Diamond ™ Methodology Overview Info-Tech Research Group Info-Tech’s 2010 CRM Decision Diamond ™ evaluation process started with an SMB customer survey. Customers told us which vendors and products they’ve heard of and which ones they use or plan to use. They also told us that while they rarely select Oracle Siebel or SAP CRM, they wanted us to evaluate these products anyway. Adding Oracle to the evaluation significantly altered the relative scores of other vendors, especially SalesLogix and RightNow, compared to the 2007 Info-Tech CRM evaluation. SalesLogix and RightNow did not get worse since 2007, despite dropping to the Competitor Zone; in fact, they improved. However, Oracle’s Siebel CRM simply dominates almost every category and its inclusion this year has reshaped the outcome of the entire evaluation. From these survey results and the domain experience of our analysts, a vendor/product shortlist was established. Then, a comprehensive survey was sent to these vendors, asking for basic information as well as embedding various knock-out criteria, criteria that our team used to screen out vendors and products that we could not recommend to our clients.
  • 23.
  • 24. Vendor Evaluation Criteria Info-Tech Research Group Info-Tech used the following weighting factors for the evaluation. Organizations can use the CRM Short-Listing Tool to changes these weighting factors.
  • 25. Product Evaluation Criteria Info-Tech Research Group