october 3, 2008 the forrester wave™: sales force ... · indirect and direct sales forces to...

Making Leaders Successful Every Day

October 3, 2008

The Forrester Wave™: Sales Force Management, Q4 2008by Pete Marstonfor Business Process & Applications Professionals

www.forrester.com

© 2008, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Forrester clients may make one attributed copy or slide of each figure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights and usage information, go to www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. To purchase reprints of this document, please email [email protected].

For Business Process & Applications ProfessionalsIncludes a Forrester Wave™

ExEcuTivE SuMMAryForrester evaluated leading sales management solutions against 214 criteria and three scenarios: 1) multichannel sales force management; 2) direct sales force management; and 3) indirect sales force management. Our analysis identified seven Leaders in multichannel sales management, nine sales force automation (SFA) vendors that lead in direct sales force management, and four partner relationship management (PRM) vendors that lead in indirect sales channel management. The Leaders overall, for all three role scenarios, were Oracle Siebel, Oracle CRM On Demand, salesforce.com, and SAP CRM 2007, with Entellium, Microsoft, NetSuite, RightNow, and CDC Software’s Saratoga CRM also earning Leader honors in SFA. The Strong Performers group was headlined by Oracle E-Business Suite CRM, Oracle PeopleSoft CRM, and Consona’s Onyx for all three role scenarios. Additional Strong Performers were FrontRange GoldMine, Infor CRM Epiphany, Maximizer CRM, CDC Software’s Pivotal CRM, Sage SalesLogix, SageCRM, Selligent, and SugarCRM for SFA, and BLUEROADS and Click Commerce for PRM.

TABlE OF cOnTEnTSThe Battle To Grow The Top Line Rages On

Sales Management Application Evaluation Overview

Rivalry Intensifies For Solutions In Different Sales Channels

Vendor Profiles

Supplemental Material

nOTES & rESOurcESForrester surveyed and interviewed 17 crM vendors offering 22 sales force management applications in Q2 2008: BluErOADS, cDc Software, click commerce, consona crM, Entellium, Frontrange Solutions, infor, Maximizer Software, Microsoft, netSuite, Oracle, rightnow Technologies, Sage Software, salesforce.com, SAP, Selligent, and SugarcrM. We also surveyed 108 vendor-supplied references.

Related Research Documents“The Forrester Wave™: Enterprise crM Suites, Q3 2008” August 29, 2008

“The Forrester Wave™: Midmarket crM Suites, Q3 2008” August 26, 2008

“Topic Overview: customer relationship Management 2008”March 25, 2008

October 3, 2008

The Forrester Wave™: Sales Force Management, Q4 2008Our Evaluation uncovers Several leaders That Suit A variety Of Sales needsby Pete Marstonwith William Band, Sharyn leaver, and Andrew Magarie

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http://www.forrester.com/go?docid=44968&src=46169pdf






© 2008, Forrester research, inc. reproduction ProhibitedOctober 3, 2008

The Forrester Wave™: Sales Force Management, Q4 2008 For Business Process & Applications Professionals

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ThE BATTLE TO GROw ThE TOP LInE RAGES On

Sales is the lifeblood of business. Without it, organizations face sustainability concerns, and just as frightening, skepticism from investors, creditors, and clients. With a microscope constantly fixed on sales organizations to deliver top-line revenue, sales teams are desperate to acquire and use every advantage at their disposal to drive revenues and accelerate deal conversions.

Sales Leaders (Still) Face hurdles In All Channels

To compete in today’s survival-of-the-fittest marketplace, businesses must tap various channel strategies, including a direct sales force, eCommerce strategies, and partners. But many businesses are facing increased hardship in optimizing their sales channels. In fact, Forrester discovered that optimizing sales functions remains an elusive goal, regardless of channel or business longevity. Close to 57% of businesses using direct sales channels to foster their top line admitted that their capabilities were average or poor/below average, while 75% of businesses that use indirect sales rated themselves average or below average (see Figure 1).1 What’s driving these feelings of dismay?

· More competition from across the globe. The Internet has opened the doors for buyers to gain more information about products and vendor competition, shifting the balance of negotiation power to buyers. The Web has also enabled aspiring businesses to overcome geographic barriers and compete head on with traditional local vendors — leading to an increased number of sellers in the market. As a result, a more competitive arena has made it more difficult to convert deals. An increasing number of substitute and competitive products, eroding geographic barriers, and reduced negotiation power means that sales must be savvier about prospects and opportunities and must rely on other means to land deals besides local presence.

· Lack of coordinated efforts across disparate sales teams. Coordination among large and geographically distributed sales teams is a critical element of success. Without coordination, sales teams often face duplicated effort. The result? Managers must confront higher costs of sales, lost sales opportunities that are due to opportunities not being distributed properly across resources, and customers who are unhappy because multiple resources are trying to sell them the same product or service.

· Minimal visibility to optimize sales team effectiveness. Having the right visibility into the sales channels can empower sales and channel managers with strong intelligence to better deploy resources on given sales tasks. Without that intelligence, however, sales and channel managers are constantly on their heels trying to figure out their next move and can make costly uninformed decisions. Lack of clarity around what’s going on in the sales channel undermines resource efficiency, derails sales team effectiveness, and demoralizes goal-oriented resources as sales team members struggle to generate results.

© 2008, Forrester research, inc. reproduction Prohibited October 3, 2008


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· Struggles to offer differentiated customer experiences. Without the right data, sales teams can misjudge customer needs, struggle in responding to dynamic customer needs on the fly, and face steeper challenges to win deals and generate more favorable experiences. This can result in deals being lost to competitors and can jeopardize business with existing clients.

Figure 1 Performance capabilities in Sales

Source: Forrester Research, Inc.46169

Direct sales*(n = 720)

People management§

(n = 1,213)

Field service†

(n = 293)

Technologyinfrastructure§

(n = 1,035)

Customer strategy§

(n = 635)

eCommerce*(n = 293)

Customer datamgmt.‡ (n = 633)

Indirect sales‡

(n = 845)

Customer service‡

(n = 862)

Customer analytics†

(n = 622)

Marketing*(n = 1,482) 2.8

2.9

2.7

2.8

3.0

3.0

3.2

3.3

2.8

3.1

3.2

Average score

Poor/below average Average Very good/outstanding

“Please rate your company’s performance relative to each of the following CRM categories.” (1 [poor] to 5 [outstanding])

*Source: August 2007 North American Marketing, eCommerce, And Direct Sales Online Survey†Source: August 2007 North American Field Service, Customer Analytics, And Customer Data ManagementOnline Survey

‡Source: August 2007 North American Indirect Sales And Customer Service Online Survey§Source: August 2007 North American Technology Infrastructure For CRM, People Management For CRM, And Customer Strategy Online Survey

Source: January 10, 2008, “CRM Best Practices Adoption”

40% 30% 30%

38% 29% 32%

42% 27% 31%

41% 34% 25%

32% 32% 36%

37% 29% 34%

26% 32% 42%

25% 27% 48%

46% 27% 27%

21% 33% 46%

21% 36% 43%



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Different Sales Management Apps Tackle Different Channels

Sales process and applications professionals continue to look for sales management applications to help grow the top line faster. They have three distinct types of solutions to consider:

· Multichannel sales force management applications. This category comprises vendor solutions that offer multichannel sales management capabilities for organizations that have a balance of indirect and direct sales forces to generate sales.

· Direct sales force management applications. This category comprises vendor solutions that are primarily targeted toward organizations that use direct sales forces to generate sales. These types of applications are also referred to as sales force automation (SFA) applications.

· Indirect sales force management applications . This category comprises vendor solutions that are primarily targeted toward organizations that use indirect or third-party organizations to generate sales. These types of applications are also referred to as partner relationship management (PRM) applications.

SALES MAnAGEMEnT APPLICATIOn EVALuATIOn OVERVIEw

To assess the state of the sales management applications market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of 22 vendor solutions across 214 criteria. We then applied three sets of criteria weightings: one appropriate for direct sales organizations, one appropriate for indirect sales organizations, and another focused on organizations with both direct and indirect sales forces. The following assessment will help you see how the products we evaluated stack up against each other.

Evaluation Criteria Focus On Product, Strategy, And Market Presence

After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against approximately 214 criteria, which we grouped into three high-level buckets:

· Current offering. Forrester reviewed the breadth of each vendor’s product offering, sales capabilities, and internationalization requirements. We evaluated industry business process support capabilities and usability. Cost and the strength of their technology platforms and tools were also woven in as important considerations.

· Strategy. Forrester evaluated the strength of each vendor’s product strategy and vision and how they intend to be leaders in the sales force management arena. Included in the review was how long it takes customers to realize value from the solution.

· Market presence. Forrester calibrated the size of each vendor’s customer base and evaluated the depth of human and financial resources available to enhance products and serve customers.



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Vendors Evaluated: Sales Management Applications Suited for A Variety Of needs

Forrester included 22 products in its assessment of sales management applications: BLUEROADS, Click Commerce eCommerce Suite, Entellium eSalesforce, FrontRange GoldMine Enterprise Edition, Infor CRM Epiphany, Maximizer CRM, Microsoft Dynamics CRM, NetSuite, Consona’s Onyx CRM, Oracle CRM On Demand, Oracle E-Business Suite CRM, Oracle PeopleSoft CRM, Oracle Siebel, Pivotal CRM, RightNow CRM, SageCRM, Sage SalesLogix, salesforce, SAP CRM 2007, Saratoga CRM, SelligentX@, and SugarCRM (see Figure 2). Sterling Commerce’s product, Sterling Multi-Channel Selling, declined to participate in the evaluation. Each of these vendors:

· Offers specialized capabilities to support sales management. Forrester took an approach of evaluating solutions from three different role perspectives: 1) that of a sales manager, for direct sales-oriented organizations; 2) that of a channel manager, for indirect sales or partner-channel-oriented organizations; and 3) that of a multichannel sales manager, for organizations that have a balance and combination of direct and indirect sales forces.

· Targets enterprise-class and/or midmarket organizations with complex requirements. The vendors we included focus on organizations with diverse and complex sales requirements. Examples of these needs include contact and activity management, sales analysis, opportunity management, and performance management, for direct and indirect sales forces. In addition, we included eCommerce as part of the sales management evaluation because sales over the online channel are becoming more of an accepted practice and tool for sales teams. Solutions that provide simple contact management solutions with limited sales, eCommerce, and partner channel management capabilities did not qualify.

· Has reference clients using its SFA and/or PRM capabilities. The vendor solutions were generally available at the time of data collection for this evaluation, and vendor-supplied references completed an online survey about the product(s) they use.



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Figure 2 Evaluated vendors: Product information And Selection criteria

Source: Forrester Research, Inc.

Vendor

BLUEROADS

CDC Software

CDC Software

Click Commerce

Consona CRM

Entellium

FrontRange Solutions

Infor

Maximizer Software

Microsoft

NetSuite

Oracle

Oracle

Oracle

Oracle

RightNow Technologies

Sage Software

Sage Software

salesforce.com

SAP

Selligent

SugarCRM

Product evaluated

BLUEROADS

Pivotal CRM

Saratoga CRM

eCommerce Suite

Onyx CRM

eSalesforce, Rave, eCustomer Center

GoldMine Enterprise Edition

Infor CRM Epiphany

Maximizer CRM

Microsoft Dynamics CRM

NetSuite

Oracle CRM On Demand

E-Business Suite CRM

PeopleSoft CRM

Siebel

RightNow CRM

Sage SalesLogix

SageCRM

salesforce

SAP CRM

Selligent X@

Sugar Enterprise

Product versionevaluated

6.9

6.0

6.6

8.1

OEP 6.0

Rave 50/50 release

6.05

7

10

4.0

Version 2008 Release 1

Release 15

R12

9.0

8.1

February ‘08

7.2.2

6.1

Summer ’08

SAP CRM 2007

7.50

5.x

Versionrelease date

February 2008

March 2008

January 2008

April 2008

September 2006

April 2008

February 2008

May 2008

February 2008

December 2007

March 2008

March 2008

2007

August 2006

2008

February 2008

March 2008

October 2007

May 2008

March 2008

August 2007

December 2007



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Figure 2 Evaluated vendors: Product information And Selection criteria (cont.)

RIVALRy InTEnSIFIES FOR SOLuTIOnS In DIFFEREnT SALES ChAnnELS

With growing propensity for software-as-a-service (SaaS), as well as sustained interest for on-premise and hosted solutions, the solutions landscape for sales management apps has broadened and multiple solutions have emerged as Leaders and Strong Performers for a variety of sales scenarios.

Many Solutions Offer Versatility For Multichannel Sales Management

With a greater number of businesses employing multiple sales channels to drive their top line, it’s no surprise that vendors have beefed up their multichannel product capabilities. Our evaluation of multichannel sales management solutions, which included only vendors that have sound capabilities across both direct and indirect sales channels, uncovered a market in which (see Figure 3):

· Several software giants and SaaS vendors lead with strong usability and strategies. Top honors went to Microsoft, Oracle CRM On Demand, Oracle Siebel, salesforce.com, RightNow Technologies, and SAP CRM 2007. These solutions led the market thanks to overall functionality and strong product strategies and usability.

· Strong Performers offer modern architectures, process support, and internationalization. NetSuite, Oracle E-Business Suite CRM, Oracle PeopleSoft CRM, and Consona’s Onyx garnered Strong Performer honors. These solutions were Strong Performers due to product architectures, internationalization capabilities, and support for industry business processes.


Vendor selection criteria

The vendor offers specialized capabilities to support sales management for direct-sales-oriented organizations, indirect sales or partner-channel-oriented organizations, or a combination of the two.

The vendor targets enterprise-class and/or midmarket organizations that have diverse and complex sales requirements.

The vendor solution was generally available at the time of data collection for this evaluation and had reference clients using its SFA and/or PRM capabilities.



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Figure 3 Forrester Wave™: Multichannel Sales Force Management Software, Q4 ’08


Go online to download

the Forrester Wave tool

for more detailed product

evaluations, feature

comparisons, and

customizable rankings.

RiskyBets Contenders Leaders

StrongPerformers

StrategyWeak Strong

Currentoffering

Weak

Strong

Market presence

Full vendor participation

SAPOracle Siebel

Consona CRM

Oracle E-Business Suite CRMOracle PeopleSoft CRM

NetSuite

salesforce.com

Microsoft

RightNowTechnologies

Oracle CRM On Demand



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Figure 3 Forrester Wave™: Multichannel Sales Force Management Software, Q4 ’08 (cont.)

The Crowded SFA Market Matures For Direct Sales Force Management

Our sales force automation evaluation, which included only vendors with sound direct sales force management capabilities, uncovered a market in which (see Figure 4):

· A crowded but eclectic pack sprints ahead to stand out from the herd. The Leaders podium was crowded with Entellium, Microsoft, NetSuite, Oracle CRM On Demand, Oracle Siebel, RightNow Technologies, salesforce.com, SAP CRM 2007, and Saratoga CRM all leading. The solutions edged ahead of the competition thanks to strong sales capabilities, technical architectures, and usability.


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CURRENT OFFERING Sales eCommerce Partner channel management Internationalization Industry business process support Architecture and platform Usability Cost

STRATEGY Time-to-value Product strategy Corporate strategy MARKET PRESENCE Customer base Employees Financial performance

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3.655.003.502.75

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4.105.004.253.30

2.901.505.005.00

3.754.492.984.074.674.003.683.602.80

2.711.003.503.40

3.503.005.003.50

3.584.032.533.464.674.004.084.162.40

2.561.003.003.40

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4.244.653.714.914.675.004.534.272.00

3.661.005.004.65

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4.304.924.184.665.004.344.494.172.50

3.952.004.505.00

4.204.005.004.00

All scores are based on a scale of 0 (weak) to 5 (strong).



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· An even bigger group of products races to catch the leaders. Solutions in the Strong Performers group included Consona’s Onyx, FrontRange GoldMine, Infor CRM Epiphany, Maximizer CRM, Oracle E-Business Suite, Oracle PeopleSoft, Pivotal CRM, Sage SalesLogix, SageCRM, Selligent, and SugarCRM. Infor CRM Epiphany, Onyx, Oracle E-Business Suite, and Oracle PeopleSoft excel at supporting industry business processes, while GoldMine, Maximizer, Pivotal, SalesLogix, SageCRM, and SugarCRM scored well due to their attractive cost of ownership.

Figure 4 Forrester Wave™: Direct Sales Force Management Software, Q4 ’08






comparisons, and



StrongPerformers

StrategyWeak Strong

Currentoffering

Weak

Strong

Market presence


SAPOracle Siebel

Oracle E-Business Suite CRM

Oracle PeopleSoft CRM

FrontRange Solutions

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Consona CRM

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MaximizerSoftware

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Oracle CRM On DemandMicrosoft

salesforce.com



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Figure 4 Forrester Wave™: Direct Sales Force Management Software, Q4 ’08 (cont.)


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2.561.003.003.40

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Figure 4 Forrester Wave™: Direct Sales Force Management Software, Q4 ’08 (cont.)

Partner Relationship Management Apps Improve Capabilities For Indirect Sales Channels

Our partner relationship management evaluation, which included only those vendors with sound indirect sales channel management capabilities, uncovered a market in which (see Figure 5):

· CRM behemoths fend off the competition. Oracle Siebel, Oracle CRM On Demand, salesforce.com, and SAP CRM 2007 were on top, thanks to strong product strategies, technical architectures, and usability, as well as strong capabilities to support industry business processes.

· Specialty and suites solutions challenge CRM titans. BLUEROADS, Click Commerce, NetSuite, Oracle E-Business Suite, and Oracle PeopleSoft filled the Strong Performer group for varied reasons. BLUEROADS, Click Commerce, and NetSuite were aided by their very strong time-to-value, while Oracle’s E-Business Suite and PeopleSoft products scored strongly in internationalization support.


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CURRENT OFFERING Sales eCommerce Internationalization Industry business process support Architecture and platform Usability Cost


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3.495.002.752.90

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This evaluation of the sales force management market is intended to be a starting point only. Readers are encouraged to view detailed product evaluations and adapt the criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool.

Figure 5 Forrester Wave™: indirect Sales Force Management Software, Q4 ’08






comparisons, and



StrongPerformers

StrategyWeak Strong

Currentoffering

Weak

Strong

Market presence


SAPOracle Siebel

Oracle E-Business Suite CRMOracle PeopleSoft CRM

salesforce.com

Oracle CRMOn Demand

NetSuite

ClickCommerce

BLUEROADS



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Figure 5 Forrester Wave™: indirect Sales Force Management Software, Q4 ’08 (cont.)

VEnDOR PROFILES

Leaders: Various Solutions Shine For Different Channel uses

· Entellium eSalesforce is a Leader in SFA. The strengths of this Entellium product are in setup and configuration, contact and activity management, and social Web support. The product also offers strong usability and architecture and platform. The solution is weaker, however, in supporting eCommerce functions, particularly when compared against other solutions in the market, and it is only available in SaaS deployment. It also lacks PRM support, thereby limiting its multichannel sales management capabilities. Entellium’s low costs and fast time-to-value make it a strong choice for direct sales organizations favoring a SaaS-based SFA solution with a low price tag.2


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4.105.004.253.30

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2.711.003.503.40

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3.502.533.464.674.004.084.162.40

2.561.003.003.40

3.503.005.003.50

4.303.714.914.675.004.534.272.00

3.661.005.004.65

4.805.005.004.00

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3.630.443.953.684.014.044.874.60

4.225.004.253.60

4.004.003.005.00

4.264.184.665.004.344.494.172.50

3.952.004.505.00

4.204.005.004.00




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· Microsoft Dynamics CRM is a Leader in SFA. Sales analysis tools, opportunity management, and setup and configuration capabilities are the application’s key sales strengths, as well as internationalization, usability, and versatile deployment capabilities. An added bonus is that the solution deploys quickly, giving buyers a fast time-to-value. Its low license and subscription costs make it an attractive sales application for enterprise and midmarket firms that are highly cost- sensitive. The solution, however, exhibits two key weaknesses: 1) the product doesn’t offer strong support for eCommerce, and 2) buyers must subscribe to BLUEROADS for deeper PRM functionality, thereby jeopardizing cost advantages that the standalone SFA app offers. Microsoft Dynamics CRM is a solid choice for organizations wanting a predominantly SFA-focused sales management solution with flexible deployment options and high usability demands.3

· NetSuite is a Leader in SFA. The product’s key direct sales strength is in sales analysis. Since the application is SaaS-based, it also boasts a low total cost of ownership, strong internationalization capabilities, and very strong time-to-value. On the downside, though, being a SaaS-only product limits deployment options for buyers that want flexibility in how they get their sales management solution. NetSuite is a good fit for firms committed to the SaaS platform that need a strong SFA solution or for multichannel sales organizations that require a solution with direct and indirect sales management capabilities.4

· Oracle CRM On Demand is a Leader in SFA, PRM, and multichannel sales management. Oracle’s lone SaaS-based product has strengths in sales analysis for direct sales and social Web capabilities for both direct sales and partner channel management. Other strengths include low subscription costs, fast time-to-value — due to the application being SaaS-based — and very strong usability. On the downside, however, the solution is limited in deployment options, and the product’s eCommerce capabilities are very weak. Oracle CRM On Demand is a good fit for organizations with direct, indirect, or multichannel sales management needs that prefer a SaaS deployment and want to standardize on the Oracle platform.5

· Oracle Siebel is a Leader in SFA, PRM, and multichannel sales management. Siebel boasts very strong capabilities in SFA, but it is even stronger in partner channel management. SFA strengths include setup and configuration, opportunity management, sales performance management, sales analysis, and social Web capabilities. PRM strengths include setup and configuration, collateral management, partner management, partner program management, sales management, partner training, partner analysis and social Web capabilities. The solution runs on a modern architecture that’s open, scalable, secure, and reliable and that is set up well to integrate with other systems and databases. Weaknesses include its lack of Web auction functionality, as well as high implementation and license costs and deployment options that are limited to hosted on-premise or on-premise. Siebel is best suited for large enterprises with complex multichannel sales organizations.6



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· RightNow CRM is a Leader in SFA and multichannel sales management. Primary strengths include setup and configuration and sales analysis. The solution also excels in indirect sales functionality including social Web support and partner analysis. The product offers a very strong time-to-value due to its SaaS deployment capability, strong internationalization support, and low application costs. Although the vast majority of customers select RightNow CRM in SaaS deployment, the product is also available in on-premise deployment allowing buyers flexibility to migrate from one deployment method to another. A primary drawback to the product, though, is its limited support for eCommerce. The solution lacks Web auction capabilities and is very weak in areas like catalog and content management, interactive selling and configuration, and quotes and order management. RightNow CRM is best suited for organizations needing a direct sales or multichannel sales management solution with flexible deployment options.7

· Salesforce is a Leader in SFA, PRM, and multichannel sales management. Major strengths of the salesforce application are its usability and deep sales capabilities for contact and activity management, sales analysis, and social Web support. Partner channel strengths include partner management, partner program management, partner analysis, and social Web support for PRM. The solution’s pricing, coupled with the benefits of SaaS, offer a very strong total cost of ownership. On the downside, though, buyers considering salesforce must be committed to the SaaS platform, since the solution is not available in alternative deployment types. The solution also lacks strong eCommerce capabilities in areas like eMarketing, billing and payment, Web auctions, and distributed order management. Buyers must rely on salesforce’s partner community (App Exchange) to bolster the product’s eCommerce functionality. Salesforce is a strong fit for many different types of sales organizations that prefer a SaaS deployment — from those that are focused on direct or indirect sales to those that require a multichannel sales management solution.8

· SAP CRM is a Leader in SFA, PRM, and multichannel sales management. The solution exhibits several strengths in sales, partner channel management, and eCommerce. Primary direct sales strengths are contact and activity management, sales analysis, and support for social Web, while chief strengths in PRM include partner program management, partner training, and social Web support. Its key strengths in eCommerce include catalog and content management, pricing and contracts, and social Web support. The product also boasts strengths in internationalization and architecture and platform. The product is available in multiple deployment options, but the SaaS version has less functionality than the on-premise solution, and the majority of SaaS customers migrate to the on-premise solution at some point. Two major drawbacks to the solution, however, are that deployment time frames tend to be lengthy and that total cost of ownership tends to be high. SAP is a strong choice for enterprise-size organizations that need direct, indirect, or multichannel management and that prefer an on-premise application deployment.9



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· Saratoga CRM is a Leader in SFA. Saratoga’s primary strength is in opportunity management. Outside of sales capabilities, the product also offers a very strong time-to-value and an attractive total cost of ownership. Unfortunately the product lacks PRM and eCommerce support functionality, so organizations requiring a multichannel sales management solution will find that the product falls short of their sales management needs. Saratoga is offered in hosted and on-premise deployments and is primarily geared for midmarket organizations that are direct-sales-focused, have to support complex sales processes, and prefer traditional application deployments.

Strong Performers: Capabilities Vary Across A Broad Set Of Solutions

· BLUEROADS is a Strong Performer in PRM. BLUEROADS, a SaaS-only partner channel management solution, has key PRM strengths in setup and configuration and partner management. Beyond its support for indirect sales, the product also offers strength in internationalization, a quick time-to-value, and low subscription costs. However, the solution is weaker in supporting eCommerce. It lacks native capabilities for eCommerce setup and configuration and online billing and payments. In addition, because the solution is only offered as SaaS, deployment-option flexibility is limited for those organizations that prefer on-premise deployments. BLUEROADS is a solution best for organizations with large, complex indirect sales channels that prefer a SaaS deployment and demand a solution that’s quick to deploy at an affordable price.10

· eCommerce Suite is a Strong Performer in PRM. Click Commerce, a product that’s available in hosted, on-premise, and SaaS deployments, has key PRM strengths in setup and configuration, partner management, and partner training. Additional strengths outside of its PRM support include its support for industry business processes, internationalization, and quick time-to-value. The product’s key weakness is a relatively small customer base. Click Commerce is a product well suited for organizations with large and complex partner channels and that demand flexibility in their PRM solution deployment.

· GoldMine Enterprise Edition is a Strong Performer in SFA. The solution’s prime sales strengths include setup and configuration and opportunity management. The product has an estimated 130,000 customers, erasing doubts about the solution’s viability to serve sales management needs. The product is available in hosted on-premise and on-premise deployments, but its ability to support PRM and multichannel sales management, as well as the solution’s eCommerce capabilities, are key weakness areas. GoldMine is a product best suited for midmarket organizations that seek a traditional SFA solution at a low software cost.11

· Infor CRM Epiphany is a Strong Performer in SFA. Its chief sales strengths include contact and activity management and sales analysis. The product also boasts strengths in internationalization and industry business process support. However, the solution offers limited



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eCommerce functionality like Web auctions, pricing and contracts, and social Web capabilities. Additionally, Infor’s deployment options are limited to on-premise and hosted on-premise only, so buyers will need to commit to traditional deployments with this product. Infor CRM Epiphany is a good fit for enterprise organizations that are seeking a SFA solution for global deployments; that require B2B, B2C, or B2B2C appropriate business process support; and that use other Infor business apps like ERP or Epiphany Marketing.12

· Maximizer CRM is a Strong Performer in SFA. This product’s primary strengths in supporting sales functions include setup and configuration, contact and activity management, and opportunity management. Other strengths include fast time-to-value, a large customer base, and overall usability. On the downside, however, the product offers limited sales performance management and eCommerce capabilities. The product currently supports on-premise and hosted on-premise deployments through partners only. Maximizer CRM is a strong fit for midmarket firms that prefer an on-premise deployment, have low tolerance for lengthy application deployments, and really only need a sales application with deep contact, activity, and opportunity management capabilities.13

· Onyx CRM is a Strong Performer in both SFA and multichannel sales management. The solution’s core sales support strengths include contact and activity management and sales function setup and configuration, while its prime strength in partner channel management is in partner analysis. The product also offers strengths in supporting industry business processes and usability. By contrast, however, the product’s chief weakness in sales management include sales performance management for direct sales and partner program management, partner training, and partner management for indirect sales. Additionally, the solution lacks deep eCommerce support, is offered in on-premise and hosted deployments only, and — in comparison to other products in the market — the vendor resources committed to the product’s development and deployment are limited. Consona’s Onyx CRM is a good fit for midmarket and enterprise organizations that are predominantly direct-sales-oriented and that also need some partner channel management support.14

· E-Business Suite CRM is a Strong Performer in multichannel sales management. This solution is offered in on-premise and hosted on-premise deployments. Its chief strengths center on sales performance management for direct sales, catalog and content management for eCommerce, and partner management for indirect sales. The product also boasts strengths in internationalization and a large employee base dedicated to R&D and solution deployment. Downsides include lengthy deployment time frames, a lack of Web auction functionality for eCommerce, and limited deployment options. Oracle E-Business Suite CRM is a strong fit for enterprise organizations that are seeking a well-balanced, multichannel sales management solution and that prefer on-premise deployments.15



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· PeopleSoft CRM is a Strong Performer in multichannel sales channel management. The product offers strengths in opportunity management for direct sales, eMarketing for eCommerce, and sales management for partner channel management. The product also offers strong internationalization support for global deployments and an extensive set of resources dedicated to product development and deployment. However, the product lacks native Web auction capabilities for eCommerce, is weak in sales performance management for direct sales, and lacks a full suite of deployment options. In addition, like its sister product Oracle EBS CRM, Oracle PeopleSoft CRM tends to have a long time-to-value, and the product’s cost is high because of high implementation fees. Oracle PeopleSoft CRM is best suited for enterprise and larger midmarket organizations that prefer traditional deployment models for their business applications and have deep and complex sales management requirements that span SFA, PRM, and eCommerce.16

· Pivotal CRM is a Strong Performer in SFA. The solution’s setup and configuration capability for direct sales is a primary strength, while the product also offers strength in internationalization and total cost. Key weaknesses of the product, however, are in its support for eCommerce, application time-to-value, and its lack of support for a wide range of deployment options. Pivotal CRM is a strong choice for midmarket organizations in the financial services arena that are direct-sales- focused, prefer traditional application deployments, and focus on cost as a major driver in selecting a sales management application.17

· SageCRM is a Strong Performer in SFA. The product’s primary direct sales strength is in opportunity management. The product also offers a very strong time-to-value, as well as an attractive total cost of ownership. Additionally, the product has a large customer base, suppressing fears about the solution’s longevity and usefulness. Another key advantage the product holds is its deployment capability. The solution is offered in on-premise and hosted deployments as well as SaaS. Unfortunately the solution lacks deep support for eCommerce and is weak in supporting industry business processes. SageCRM is well suited for direct sales organizations that put a high priority on solution deployment, want flexibility in application deployment, and view cost as a major driver in solution selection.18

· Sage SalesLogix is a Strong Performer in SFA. The product’s primary direct sales strength is in sales analysis, and outside of sales management support, the solution’s usability is its chief strong suit. As far as sales management functionality weaknesses, the product lacks deep support for sales performance management and eCommerce. The product’s support for industry business process support is weak, and the solution lacks a full array of deployment options. The product is offered in two deployment options: 1) on-premise, and 2) hosted on-premise through partners. SalesLogix is a strong fit for midmarket organizations that rely on direct sales forces for their top line and prefer traditional application deployment methods.19



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· Selligent X@ is a Strong Performer in SFA. The solution’s primary strength in sales is setup and configuration. Beyond sales, the product excels in supporting internationalization and offers a strong total cost of ownership as well as usability. Where the solution stumbles is in supporting eCommerce functions, and the product’s customer base is rather small. The product is offered in a variety of deployment options, including SaaS and on-premise. SelligentX@ is best suited for direct sales organizations that value flexibility in deploying an SFA application and demand a solution that’s powerful enough to support international deployments with ease.

· Sugar Enterprise is a Strong Performer in SFA. The open source solution’s chief sales strengths include sales analysis and social Web capabilities. The solution offers a very attractive total cost — with the baseline edition offered free of charge — and a very quick time-to-value. Being an open source solution, the ability to customize the app tends to be easier than other comparable solutions in the market. On the downside, however, Sugar doesn’t offer sales performance management support for direct sales, nor does it offer strong support for eCommerce functions. Separately, the vendor relies on its community of developers for application functionality improvements, and as such, it doesn’t have a deep set of internal resources dedicated to product development and support. This may make some buyers nervous about and question the vendor’s and solution’s longevity. The product is offered in SaaS and on-premise deployments. SugarCRM is best suited for organizations that are direct-sales-focused, that have a preference for application customization to meet their exact needs, and that have development resources at their disposal to tailor and support the application.20

SuPPLEMEnTAL MATERIAL

Online Resource

The online version of Figures 3, 4, and 5 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings.

Data Sources used In This Forrester wave

Forrester used a combination of three data sources to assess the strengths and weaknesses of each solution:

· Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluation criteria. Once we analyzed the completed vendor surveys, we conducted vendor calls where necessary to gather details of vendor qualifications.

· Vendor strategy briefings. Forrest conducted briefings with each vendor to learn about the vendor strategy for participating in the market, their espoused key differentiators, and their product development road map for the future. During some briefings, Forrester also received demonstrations of the vendor’s product functionality to validate details of product capabilities.



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· Customer reference survey. To validate product and vendor qualifications, Forrester also conducted a survey of three to five of each vendor’s current customers. The total number of customers surveyed was 108.

The Forrester wave Methodology

We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don’t fit the scope of our evaluation.

After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies.

We set default weightings to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and readers are encouraged to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve.

EnDnOTES1 Businesses continue to invest in CRM software solutions to better support their sales teams, improve

customer experiences, and boost worker productivity. See the January 10, 2008, “CRM Best Practices Adoption” report.

2 Entellium primarily serves SMBs in a variety of industries like financial services, manufacturing, and high-tech industries. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

3 Microsoft serves customer that seek an SFA solution and want to standardize on the .NET platform. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

4 NetSuite serves midsized organizations requiring a single application for SFA, PRM, and ERP. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

5 Oracle CRM On Demand serves customers in the wealth management, insurance, automotive, life sciences, and high-tech industries. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.









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6 Oracle Siebel supports deep SFA and PRM requirements. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

7 RightNow CRM offers a customer service solution with balanced sales capabilities. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

8 Salesforce.com serves the SFA and PRM needs of SMBs and enterprises alike. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

9 SAP serves large, complex, and multinational conglomerates. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

10 BLUEROADS serves medium and large organizations with complex partner channels. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

11 FrontRange Solutions serves midmarket organizations that have growing user bases. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

12 Infor CRM Epiphany serves enterprises and midmarket organizations. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

13 Maximizer Software serves SMBs that suffer from standard SFA ailments. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

14 Consona’s Onyx serves large enterprises with complex sales processes. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

15 Oracle E-Business Suite CRM serves enterprise organizations looking for a full service application — ERP, eCommerce, CRM — and to standardize on the Oracle platform. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

16 Oracle PeopleSoft CRM serves enterprise-class organizations seeking to leverage their other PeopleSoft business applications, like HR and Financials. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

17 CDC Software’s Pivotal CRM serves midmarket and enterprise-size organizations in the financial services industry. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

18 SageCRM serves midmarket firms needing an SFA solution. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

19 Sage SalesLogix is a SFA solution geared for midmarket organizations. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.

20 SugarCRM is well suited for businesses that have IT resources at their disposal and prefer to tailor their business applications with hefty customizations. See the March 21, 2008, “Market Overview: SFA And PRM Solutions” report.


























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