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"Direct geographic coverage or business outside the core geographies of India, Southeast Asia and the Middle East is limited. It is a relatively small vendor in the mature SFA market. It lacks a significant ecosystem to fill in noncore capabilities (e.g., configure, price and quote [CPQ], and sales performance management). Reporting is sufficient for most customers, but some references believe CRMnext could improve complex report building."
From Automation to Zoho
According to Gartner, Zoho is showing up more often in the battle for the SMB marketplace as a low-cost provider for SaaS SFA. Its strengths include a user-friendly UI, it is easily configurable, and it offers a wide range of features and functionality. As Gartner sees it, the extensive suite of sales applications range from core SFA technology to sales quota and forecasting, pipeline management, price quoting tools, sales reporting and dashboards. The cautions:
"Zoho relies on a pull model from existing customers with a small direct sales team, and a freemium offering as its go-to-market strategy, along with a targeted channel network creating limited visibility in the marketplace. Zoho offers free-of-charge support during the evaluation stage; however, customers must rely on partners or a paid service for Zoho phone support and SLAs once they go live. Zoho offers free support via email for customers using the freemium offering. Customers report that Zoho needs to spend more time on quality assurance before releasing new versions and that there are limitations to reporting."
Gartner Magic Quadrant Details
To have been included in this year's Magic Quadrant Sales Force Automation report, published July 2013, vendors must have satisfied several key criteria:
(1) Proven ability to deliver opportunity management systems with software released during the past 18 months; although a new offering from an established vendor in this market could also be considered if it could be validated with customers.
(2) At least five new, named customers that have actively deployed opportunity management functionality during the past 12 months.
(3) Customers that are using B2B opportunity management as the primary sales application in at least three industries.
(4) At least $15 million in annual company revenue.
(5) Customer presence in more than one of the following regions: North America, EMEA, Latin America or Asia/Pacific.
Special thanks go to Gartner analysts Robert P. Desisto and Patrick Stakenas for their comprehensive analysis.
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, with 5,700 associates, including more than 1,435 research analysts and consultants, and clients in 85 countries.
Posted: 2013-09-15 @ 12:07pm PT
Another good source of independent CRM information is the new G2 Crowd site.
Posted: 2013-09-04 @ 3:02pm PT
Thanks for providing information on CRM platforms, Jennifer! An intelligent social CRM has become an absolute necessity for any business hoping to maintain a competitive edge, particularly in today's technologically progressive environment. However, a crucial step that all businesses must complete previous to SCRM adoption, must be the careful selection of an intelligent SCRM. The availability of complete business suites like GreenRope, are consistently innovating the SCRM market. Furthermore, consolidated business suites allow the attached SCRM to efficiently communicate with other software applications. Not only will this increase the accuracy of internal communication, the organized data allows the business to quickly target the appropriate customer demographics.
Posted: 2013-09-03 @ 7:45am PT
Good article. Came across another whitepaper comparing Salesforce and Microsoft Dynamics CRM something readers may find interesting “Pros and cons of migrating to Microsoft Dynamics CRM from Salesforce.com” @http://bit.ly/17UgKN7
Posted: 2013-09-01 @ 12:47am PT
The Gartner Analysis typically serves the larger firms, the typical Gartner customers. Other independent comparisons of CRM systems can be found at www.g2crowd.com and also at Gleansight.
Posted: 2013-08-29 @ 8:53pm PT
@Michael, while I see your point, I also think we should be careful when talking about CRM as strictly an analytical tool to benefit big wigs in a company. CRM at its very core should be a tool to help salespeople achieve more fulfilling relationships with their customers and potential customers, breeding more sales and loyalty.
However, I think we should also be careful when we talk about automation software being ubiquitous with CRM, as automation can remove the entire human element of the customer, thereby nullifying the entire ideal of CRM.
Michael Collins (mc@dmcou:
Posted: 2013-08-29 @ 8:16am PT
Surely this should be titled 'Wading through the Ultra-Competitive Sales Force Automation market' as it totally omits any consideration of the analytical, operational or interactive elements that go to make up true CRM. It also fails to recognise the burgeoning interest in CRM for the B2C sector, totally at the opposite end of the spectrum from SFA.