Mapping the enterprise CRM landscape

Forrester Research maps out the landscape in the enterprise CRM world in a report, "Enterprise CRM Suites, Q1 2007" ($995).

Forrester evaluated leading enterprise CRM suites vendors across 493 criteria and found that Oracle's Siebel CRM and SAP's mySAP CRM are the clear Leaders. They offer broad and deep functional capabilities, industry specialization, and the scalability to support global organizations. Nevertheless, these Leaders are challenged by a diverse set of Strong Performers. First, Oracle's E-Business Suite CRM and Oracle's PeopleSoft CRM offer good options for buyers who value comprehensive suite integration. Next, Oracle's Siebel CRM On Demand, RightNow, and salesforce.com offer software-as-a-service (SaaS) deployment with excellent usability, low upfront costs, and quick time-to-value, albeit with some functionality limitations. Meanwhile, Microsoft Dynamics CRM provides a growing breadth of functionality and the opportunity to leverage the Microsoft platform to lower total cost of ownership (TCO), and Pegasystems' Customer Process Manager provides native business process management (BPM) tools for buyers who need to design and manage unique customer-facing processes. Infor Global's acquisition of the assets of Epiphany and M2M Holding's purchase of Onyx — both with modern process-centric architectures — help secure these two solutions a spot in our Strong Performers category. Amdocs CRM finds success with buyers as a Contender solution for service-intensive industries with custom needs but lacks extensive packaged CRM functionality.

It turns out the CRM, like other major enterprise application categories, has many flavors. A map of market momentum and growth by vendor would tell a different story, with software-as-a- service solutions gaining traction across SMB and enterprise accounts.