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QUESTION POSED ON: 13 August 2003
What is the current market status of CRM providers with ASP models? Who are
the market leaders and what functionality do they provide?
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(Click here to return to Part I)
NET NATIVES
The market leaders are Salesforce.com, SalesNet, NetLedger, RightNow and
Upshot. The best known is Salesforce.com who provide several editions of
their services including the Enteprise Edition which provides the
functionality of both CRM applications and ERP applications such as finance.
On the CRM side, they are strong with sales, and support and a bit weaker in
marketing though not devoid of the functionality. In an article I did for
CRMGuru, I found enormous and pro-active customer support for
salesforce.com. They have around 7000 customers and are constantly improving
their offering. They are XML-compliant and have developed what seems to be a
good integration server that will allow you to incorporate your own legacy
and third party applications to their offering. SalesNet's value proposition
is the strongest sales functionality in the ASP world and a very smart
approach to implementation of their applications. They provide business
process analysts to you prior to setting up the system so they can
understand and help you understand the processes that run your business.
They then use these results to customize their services to your business
processes. Excellent for sales. NetLedger provides enterprise level CRM and
ERP with both back and front office applications. Sales, Support and
marketing AND partner relationship management, unlike anyone else. They are
J2EE compliant and Oracle is their database, no surprise since Oracle's
Larry Ellison is a big financial backer of NetLedger. They are the
"alternative" to .NET for this market. Upshot and RightNow are also two
market heavies that you might want to look at.
HOSTED SOLUTION PROVIDERS
The big three are USInternetworking, Corio, and Surebridge. The one to watch
is Surebridge, the fastest growing of the HSPs (my acronym). Surebridge
provides primarily PeopleSoft CRM and Microsoft CRM for about 80% of their
business. They have a smaller amount of Siebel hosting they do. They are an
exceptional group with an exceptional culture. They are the only ones that
provide hosted MSCRM at this time, due to their acquisition of Managed Ops
earlier this year. USInternetworking is a Siebel and PeopleSoft provider
that was at one time the market leader but had some troubles that they've
now emerged from. Corio is always a solid choice and tends to play in the
upper levels of the midmarket (several hundred million dollar companies) as
their space. They offer PeopleSoft, Oracle, SAP and E.piphany, the widest
selection of CRM applications of all.
There is much, much more to say about this market and I've written a lot on
it. However, what I would caution you is to realize that though the costs
are lower, they are not as low as claimed by the net natives particularly
(though still lower than standalone applications without a doubt) and the
options such as strategic planning, professional services, etc. are much
more limited. If you are interested in more information, please contact me
at paul-greenberg3@comcast.net or 703-551-2337.
I hope this helps. Enjoy your week!!!
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