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David Sims - TMCnet CRM Alert Columnist[April 6, 2005]

Forrester Rates SFA Providers

By David Sims, TMCnet CRM Alert Columnist

Salesforce.com, a provider of on-demand customer relationship management, was rated number one for its current product offering and market presence in Forrester’s recent report “Forrester Wave: Hosted Sales Force Automation, Q1 2005.”

Beautiful Bozeman, Montana-based RightNow Technologies, a provider of on demand CRM software solutions, claimed the second highest score in the Current Offering category -- which covered product breadth, deployment options, verticalization, setup and configuration, sales management, sales analysis, usability, access, integration, services and cost -- among the eight leading hosted SFA vendors evaluated. RightNow received highest possible score (5.0) in deployment options.

“Market share leader salesforce.com grew its customer base by a striking 140% in 2004,” according to the report, which noted that “Salesforce.com provides the strongest SFA functionality overall.”

Forrester noted Salesforce.com has “an impressive set of customization and integration tools to enable firms to create a solution that fits their business needs.”

Forrester TechRankings evaluated Salesforce.com, Siebel CRM OnDemand, NetSuite, NextSale, SalesCenter, Salesnet, RightNow, and Entellium on approximately 150 attributes, combining data from hands-on lab testing and vendor research with strategic market analysis and customer reference checks.

Salesforce.com received the highest score for their current offering, including the functional areas of set up and configuration and integration, as well as in overall market presence.

Forrester ranked RightNow Sales as a “Strong Performer” overall. Noting that “RightNow delivers one of the only full suites, including sales, marketing, and customer service,” the report further stated, “the vendor has made impressive progress in its first year on the market but early customers tout the tight integration with its leading on-demand customer service module as its biggest strength.”

Siebel Systems, Inc., a provider of business applications software, was named a “Leader” in the rapidly growing hosted CRM market, according to the report. In addition to giving Siebel CRM OnDemand the highest rating for product strategy and vision, the report cites Siebel Systems’ hosted CRM product’s strong customization and integration tools and deep industry-specific offerings.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

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