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.

 

 

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