Top 15 CRM vendors, emerging trends revealed

ISM's annual rankings of the top vendors for SMB and enterprise CRM were issued this week, and while the names are familiar, the market is seeing change.

ISM's annual ranking of CRM software vendors and its evaluation of the CRM market looks markedly similar to last year's results, but Barton Goldenberg, president of the Bethesda, Md.-based consultancy, sees a changing and vibrant marketplace.

"We're back to a healthy mode," Goldenberg said. "We're getting good investment by big players, Microsoft is doing better. It's a healthy market and we're consolidating it in the right way. It's a good time for CRM."

A number of analysts agree that CRM trends ISM identified last year appear once again in this year's report -- consolidation, a focus on small and midsized businesses (SMBs) and the growth of Software as a Service (SaaS) all continue to be major trends. Yet, the CRM market has seen change.

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"It's dramatically different from last year," Goldenberg said of the report. "Use of analytical tools has blossomed, the number of mobile offerings has blossomed, and this movement of Software as a Service has become increasingly important."

For the past 15 years, ISM has evaluated the top CRM vendors based on surveys and testing. It also identifies the top business and technology trends. In addition to SaaS, consolidation and a focus on SMBs, ISM says mobile CRM, search engine marketing and Web 2.0 functionality are driving the evolution of CRM.

The vendors are also taking on more of the actual CRM implementation work, Goldenberg said, an area they had shown little interest in in the past.

"They can't afford not to do it," he said. "It's a different ballgame in terms of profit margins. We're really seeing it ramp up."

On the technology side, service-oriented architectures, the move from client/server to Web-enabled technology, XML and AJAX are all affecting the evolution of CRM, according to ISM.

The vendor rankings are also quite similar, though Salesforce.com made the top 15 for enterprise CRM vendors, and Microsoft, with its 3.0 product, made the top 15 in the SMB category.

ISM's top 15 enterprise CRM vendors

  • Amdocs CRM v. 6 -- Amdocs Ltd.
  • C2 CRM v. 8.0 -- Clear Technologies Inc.
  • CMS/Oncontact V, v. 5.2 -- Oncontact Software Corp.
  • ExSellence 5.0 -- Optima Technologies Inc.
  • Firstwave CRM v. 3.1 -- Firstwave Technologies Inc.
  • growBusiness Solutions v. 3.1 -- Software Innovation ASA
  • Infor CRM -- Infor
  • mySAP CRM -- SAP AG
  • Onyx v. 6.0 -- Onyx Software Corp.
  • PeopleSoft CRM -- Oracle/PeopleSoft Inc.
  • Pivotal v. 5.9 -- Pivotal Corp.
  • Salesforce.com -- Salesforce.com Inc.
  • Saratoga CRM 6.5.3 -- Saratoga Systems Inc.
  • Siebel 8.0 -- Oracle/Siebel Systems Inc.
  • Tibco Process RM v. 9.0 -- Tibco
  • update 7.0 -- update software AG

Vendors are listed alphabetically

ISM's top 15 SMB CRM vendors

  • Ardexus MODE v. 5.5 -- Ardexus Inc.
  • C2 CRM v. 8.0 -- Clear Technologies Inc.
  • CMS/Oncontact V, v. 5.2 -- Oncontact Software Corp.
  • Goldmine v. 7.0.3 & HEAT -- FrontRange Solutions Inc.
  • Maximizer Enterprise 9.5 -- Maximizer Software Inc.
  • Microsoft CRM 3.0 -- Microsoft Corp.
  • NetSuite CRM v. 11.0 & NetSuite v. 11.0 -- NetSuite Inc.
  • Powertrak v. 8.02 -- Axonom Inc.
  • Relavis CRM 7.0 -- Relavis Corp.
  • RightNow CRM v. 8.0 -- RightNow Technologies Inc.
  • Sage CRM 100/200 v. 6.0 -- Sage Software
  • Sage SalesLogix v. 7.0 -- Sage Software
  • Salesforce.com -- Salesforce.com Inc.
  • Salesplace 2006.3.2 -- Interchange Solutions
  • SalesPage CRM -- SalesPage Technologies LLC
  • Siebel CRM OnDemand -- Oracle/Siebel Systems Inc.
  • StayinFront CRM v. 9.3 -- StayinFront Inc.

Vendors are listed alphabetically

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