CRM Software Leaders


Leader Board by Market Segment	Small Business	Midmarket	Enterprise
Product Capabilities	Salesforce.com1 Entellium SugarCRM	Aplicor Salesforce.com RightNow	No true indication of an enterprise hosted CRM leader at this point
User Satisfaction	Entellium Oracle OnDemand2 NetSuite	Aplicor & RightNow SugarCRM Salesforce.com	No true indication of an enterprise hosted CRM leader at this point
Vendor Stability	Oracle OnDemand Salesforce.com NetSuite	SAP Salesforce.com RightNow	No true indication of an enterprise hosted CRM leader at this point
While many ASP (application service provider) or hosting platform advantages exist, the core tenants which define the SaaS industry and on-demand CRM software applications include Web-based software delivery and a subscription pricing model. Other criteria, such as offering a Web-native thin client CRM application, are generally presumed and preferred, however, failure to provide the first two basic tenants removes a software solution from being seriously considered in the SaaS model.
Footnotes: 1 Due to an average user count of approximately 17 users and product depth reviewed among forum members, Salesforce.com seems far more limited to the Small Business market segment. While Salesforce.com touts a small list of large marquee customers, analyst reports have become clear that those accounts are very unusual for the company. Further, while Salesforce.com claims to cover all market segments, experienced industry professionals recognize that is a claim which cannot be taken seriously. Nonetheless, Salesforce.com has been included in both the Small Business and Midmarket categories. 2 There was some debate among surveys and forum participants whether Oracle OnDemand should be considered Small Business or Midmarket. Based on average user counts and product capabilities, the current conclusion is that while Oracle's Siebel enterprise client/server product is clearly an enterprise solution, the Oracle OnDemand ASP solution is a Small Business solution.