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The State of CRM Software Solutions in 2012

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Forester Analysts recently published the results of a comparison between 18 different CRM software solutions. They evaluated them according to 400 unique criteria, allowing them to compare the options as objectively as possible. Here are the takeaways:

CRM's Popularity – The use of CRM technologies as a way to solve business problems has grown quite dramatically in the past several years. Based on a study of over 500 organizations in North America and Europe, half of them are using CRM for customer service, marketing, sales, or some combination of these. Another quarter plan to use CRM in 1 to 2 years, meaning only a quarter of businesses won't be using CRM by the end of 2014.

Software As A Service – This industry has exploded in popularity because of the low entry costs, flexibility, swift solutions, and user-friendliness that makes it easier to employ throughout the company. Some of the most popular SaaS options are offered by Microsoft Dynamics CRM Online, Oracle, and Salesforce.

Consolidation – Since businesses increasingly demand a universal platform, many previously independent software vendors are being bought up by SAP, Oracle, and Salesforce.

Oracle Faces Growing Complexity But Offers More Services – E-Business Suite and PeopleSoft appear to be on their way out, but Siebel and On Demand are standing their ground. The purchase of RightNow Technologies gives them another leader in the field. But as they tack on other options like Fusion and buy up commerce and intelligence companies, buyers are having more trouble deciding which options are worth investing in.

SAP CRM Saw Dramatic Growth – By focusing on its core CRM solutions and on improving time-to-value, SAP has grown its user base to 7.5 million people. Their focus on integrating their various technologies has made them an attractive option.

Growing BPM Importance – Business process management has become increasingly important because CRM software is increasingly used for internal purposes. BPM allows businesses to enforce rules and consistency in-house. Pegasystems, Sword Ciboodle, and CDC's Software Pivotal CRM have capitalized on this need.

Source: How the Top 18 CRM Solutions Stack Up in 2012

By CRM Software Blog Editors, Microsoft Dynamics CRM Partner Directory

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