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Decision Matrix: Government CRM (Competitor Focus)

Published by: Datamonitor

Published: Mar. 4, 2009 - 13 Pages


Table of Contents


Overview
Catalyst
Summary
Market Developments
Governments have adopted CRM to help improve services and enhance operations
The CRM in government Decision Matrix
Market leaders: Oracle, RightNow Technologies
The challengers: Lagan, Microsoft Dynamics, Salesforce.com
The prospects: Consona
Market Leaders
Market leaders: technology assessment
Market leaders: market impact
Vendor Analysis
Consona OneServe: CRM in government radars
Recommendation: explore
Lagan: CRM in government radars
Recommendation: consider
Microsoft Dynamics: CRM in government radars
Recommendation: consider
Oracle Siebel: CRM in government radars
Recommendation: shortlist
RightNow Technologies: CRM in government radars
Recommendation: shortlist
Salesforce.com: CRM in government radars
Recommendation: consider
APPENDIX
Summary scores
Datamonitor ratings
Extended Methodology
Technology assessment
User sentiment (not included in this Decision Matrix)
Market impact
Sources
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer
List of Tables
Table 1: The following vendors have been profiled to understand the CRM market in government
Table 2: CRM in government Decision Matrix vendors
Table 3: Vendor scores
List of Figures
Figure 1: The CRM in government Decision Matrix
Figure 2: Market leaders analysis: technology assessment
Figure 3: Market leaders analysis: market impact
Figure 4: Consona government CRM radars
Figure 5: Lagan government CRM radars
Figure 6: Microsoft Dynamics government CRM radars
Figure 7: Oracle Siebel government CRM radars
Figure 8: RightNow government CRM radars
Figure 9: Salesforce.com government CRM radars

Abstract

Introduction

As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs. This report provides a technology assessment, evaluation of market impact and exploration of customer sentiment of leading solutions.

Scope
  • Identifies which technology vendors that government agencies should shortlist when considering the purchase of a CRM solution
  • Provides a comparative technology assessment of the CRM solutions offered by leading vendors in the government market
  • Identifies which CRM solution providers have the most impact on the government market
Highlights

Oracle and RightNow have emerged as the leading solution vendors in the government space

Lagan, Microsoft Dynamics and Salesforce.com offer solutions which are strong challengers to the market leaders

Consona is emerging as a vendor which governments seeking strategic CRM implementations should explore

Reasons to Purchase
  • Understand the topography of the competitive landscape for CRM in government
  • Identify the strengths and weaknesses of leading CRM vendors and their solutions


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