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Decision Matrix: Selecting a CRM Vendor
Ovum, Nov 2010, Pages: 66
Introduction
This report explores the competitive dynamics within the CRM market and helps businesses select a vendor based on product or service capabilities, impact in the market, and reputation among customers. Ovum provides a complete view of vendor capabilities and advises on those you should explore, consider, and – most importantly – shortlist.
Features and benefits
- Ten leading companies evaluated to help organizations choose a CRM vendor.- Recommendations for each vendor as to whether organizations should should shortlist, consider, or explore.
Highlights
Carefree consumerism has not been a hallmark of the recovery from the global recession. Consumers in many of the world’s largest markets remain uncertain and apprehensive about stagnant job growth and the future of the economy. This has left many businesses operating in a soft spending environment. In short, customers are becoming more expensive.The competitive landscape may vary significantly across the branch areas covered by Ovum’s Decision Matrix – particularly the technology assessment and market impact – and so it is important to consider these categories separately. Each vendor has been assigned a rating of “shortlist,” “consider,” or “explore.”The Decision Matrix technology assessment is based on the most recent of each vendor's significant CRM offerings. The report examines the individual products, which Ovum categorizes broadly as falling in two market segments: large enterprise and mid-market.
Your key questions answered
- Which vendors dominate the market?- What are the vendors closely following the leaders that still deserve consideration?- What other prcspects are there?
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