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Traditional and Non-Traditional Vendors Vie for CRM Domination

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Posted December 13, 2000 By EnterpriseAppsToday.com Staff     Feedback

The race to dominate the Customer Relationship Management market is rapidly heating up, according to Cahners In-Stat Group.

SCOTTSDALE, Ariz. - The race to dominate the Customer Relationship Management market is rapidly heating up, according to Cahners In-Stat Group. The high-tech market research firm sites two types of contenders: the traditional vendor, characterized by having some experience in the contact center and typically marketing voice products; and the non-traditional vendor, a new breed of CRM company attacking the market from the Internet and host-based technologies side.

An ideal CRM solution is defined by its ability to provide multiple contact methods, ease of use and integration. "The non-traditional vendors have been a strong force of change by establishing Web-based CRM applications as a core component of any CRM offering. However, despite efforts of non-traditional vendors to ramp up their capabilities, it is unlikely many will be able to overpower the advantage of the traditional vendor's installed base, particularly as those vendors add Web-based offerings," says Kirsten Cloninger, Industry Analyst for In-Stat's Internet Commerce Service. "The companies with the most contact methods, simplest administration tools, and best integration skills, will wind up on top." On the other hand, "Traditional vendors are offering more features simply because they have a head start," says Brian Strachman, Senior Analyst for In-Stat's Voice Applications Service. "The traditional vendors are more hardware and software based while the non-traditional vendors utilize the Internet and hosted services. These are two very different strategies for a similar objective. We can expect to see a blurring of the lines in the coming year."

In-Stat profiled and ranked 38 CRM vendors and found the following:

- The traditional vendors offered more methods of contact, while the non-traditional vendors were able to integrate more quickly and offered greater flexibility.
- As the non-traditional vendors ramp-up their offerings, they will begin to be more competitive in the CRM market.
- The top five CRM vendors are:
1. Quintus
2. Kana
3. Oracle
4. Aspect
5. Siemens

The reports, Surrounding the Customer: Ranking Traditional Vendors of Customer Relationship Management Solutions (#CT0005CT), and Surrounding the Customer: Ranking Non-Traditional Vendors of Customer Relationship Management Solutions (#EC0005MS) evaluate and rank 38 CRM vendors according to their current and future capabilities, integration and administration abilities. The reports also provide commentary on what CRM companies require to be successful. Each of the 38 companies are ranked and profiled. Please visit http://www.instat.com/catalog/cat-ec.htm#ec0006ms for additional information or contact Chris Kissel at 480-609-4531; ckissel@instat.com. Each report is priced at $3,995 USD.

Cahners In-Stat Group covers the full spectrum of digital communications research from vendor to end-user, providing the analysis and perspective that allows technology vendors and service providers worldwide to make more informed business decisions.

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