Here is a summary evaluation for all four:
Oracle CRM On Demand's functionality has been enhanced in the last 18 months. The system has very strong sales force automation (SFA) capabilities and provides sound support for marketing, partner channel management, customer service and analytics. But it lacks field service and eCommerce capabilities. Oracle CRM is innovating with new capabilities such as social CRM (Fusion Edge applications) to increase collaboration, innovation and adoption of CRM within organizations.
In combination with its sister products, Oracle's Siebel and Siebel CRM Professional Edition, Oracle CRM On Demand lets customers choose among enterprise-grade SaaS, hosted, packaged and service oriented architecture (SOA)-based component applications. Oracle CRM On Demand is best suited for businesses that want a SaaS deployment method and are committed to the Oracle platform and Oracle technologies.
Salesforce CRM is an easy-to-use tool with deep SFA capabilities. The product also boasts strong functionality in partner relationship management and sound support for customer service. Where the solution is weaker, however, is in support for marketing, field service, customer analytics and eCommerce.
The application is built on top of a modern architecture, allowing for robust scalability, reliability and availability, and openness to connect to other applications via Web services. However, the product is only available in SaaS deployment, so organizations selecting Salesforce.com must be committed to the SaaS deployment model. Salesforce.com CRM is an application best suited for businesses that are looking for an easy-to-use, rapidly deployable sales management and customer service CRM application, and who are committed to the SaaS as deployment approach.
The company's mission is to help companies grow their businesses by delivering improved customer experiences while lowering operating costs. RightNow CRM's key strengths are customer service and internationalization. Its low upfront application costs are attractive to businesses that are hesitant to commit large amounts of capital to a CRM product. Drawbacks to the solution, however, are weak support for field service and eCommerce.
Although the vast majority of customers select RightNow CRM in SaaS deployment, the product is also available in on-premise deployment and the code base is the same — allowing buyers the flexibility to migrate from one deployment method to another. It is best suited for B2C organizations in need of a customer service-centric CRM suite solution with a rapid time-to-value.
Microsoft is trying to exploit its desktop applications strength. The Dynamics CRM product provides sound, but not industry-leading, capabilities in sales, marketing and customer service, but it is weaker in eCommerce, partner channel management and field service.
Buyers have a full range of deployment options: on-premise, SaaS, on-premise hosted or hybrid. The solution's code is the same regardless of deployment choice, so migration from one deployment type to another is relatively easy. Enterprise buyers will be attracted to Microsoft Dynamics CRM if they have made a commitment to a Microsoft infrastructure in order to lower their total cost of ownership (TCO) in buying and managing business technologies. Buyers also like Microsoft Dynamics CRM's usability, lower price and its quick time-to-value compared with traditional CRM applications.
Editor's note: Learn about other SaaS CRM vendors in our CRM product directory.
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