Microsoft weighs in on SaaS CRM

Published by: Ovum Plc

Published: Jan. 8, 2009 - 12 Pages

Table of Contents

Executive summary

In a nutshell

Ovum view

Stronger product, bigger impact

Altering the CRM landscape

Key messages

For end-user organizations:

For CRM vendors:

Microsoft’s CRM evolution

Steady progress

First direct hosting

New partner proposition

No plain vanilla

For many, little change

Brodie Computes

Workopia

Axonom

Market impact

Main target: Salesforce.com

Overview

The high-profile battle is with Salesforce.com

Salesforce.com’s weapons

Salesforce.com is ready

Oracle and SAP navigate shifting CRM terrain

Reacting to the multi-tenant model

Oracle CRM On Demand

SAP CRM OnDemand and Business ByDesign

SAP’s plans for the large-enterprise market

Conclusion: SAP and Oracle to be challenged

Lots on the line

Microsoft to shake up CRM

Significant questions raised

Survival will depend on customer retention

Microsoft forces other players to respond

Abstract

Microsoft staked a larger claim in the customer relationship management (CRM) market early in 2008 with the launch of Dynamics CRM 4.0. The new version added a number of features, including multi-tenant capability and tighter integration with Outlook.

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