независимая исследовательская фирма.
Аналитический отчет The
Forrester Wave™: для больших
квартал 2015 г.
Чтобы оценить состояние
рынка Large CRM Suites, компания Forrester
проанализировала сильные и слабые стороны систем
ведущих поставщиков корпоративных CRM-систем.
In the Forrester Wave: CRM Suites For Large Organizations, Q1 2015, Forrester Research
pinpoint the strengths of leading vendors that offer solutions suitable
for large and very large CRM teams. Here are some of key findings:
Salesforce, SAP CRM, Oracle Siebel, and
Microsoft battle for the lead. Oracle Siebel CRM and SAP CRM are
suited for CRM deployments that support very large teams, demand high levels
of customization and integration, and have deep field service and
industry-specific requirements. Salesforce and Microsoft Dynamics CRM
deployments are typically smaller, have much less industry-specificity, and
offer faster time-to-value with a greater ease of use. The market presence
of these vendors reflects the maturity of their CRM capabilities, as well as
company practices to make their customers successful.
analytics take center stage. Large organizations that manage huge
volumes of data struggle to pinpoint optimal offers, discount levels,
product bundles, and next best steps for customer engagement. They
increasingly turn to predictive analytics to uncover and act on these
Pegasystem’s core is a predictive
engine that infuses every CRM action along the customer journey. Oracle
Siebel leverages a real-time
engine that programmatically learns over time and is able to maximize
business value. SAP CRM offers prepackaged next-best action processes for
sales and customer service interactions.
Three vendors offer breadth — but not
depth — at lower price points. NetSuite,
Infor CRM, and
traditionally targeted the midsize and small organization, but they also
find a home in smaller divisions of large enterprises. These vendors offer a
breadth (although not depth) of CRM capability at lower price points than
those of the market leaders that have traditionally focused primarily on the
needs of large enterprises.
SugarCRM, with its
commercial open source development approach, is increasingly catching the
interest of larger organizations in addition to its traditional base of
smaller companies and individuals.
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