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Leader Board by Market Segment
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Small Business |
Midmarket |
Enterprise |
Product Capabilities
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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.
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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.
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