CRMComparingtheEnterpriseCRMVendors（英文版）

©2001GigaInformationGroup,Inc.Allrightsreserved.ReproductionorredistributioninanyformwithoutthepriorwrittenpermissionofGigaInformationGroupisexpresslyprohibited.GigaInformationGroup®TechnologyAdvice.BusinessResults.ErinKinikinJohnRagsdaleVicePresidentDirectorNovember29,2001Callinat12:55PMEDTComparingtheEnterpriseCRMVendorsOracle,PeopleSoft,SAP,ClarifyandSiebel©2001GigaInformationGroup,Inc.2CRMSuccessIsMoreProcessThanProduct•EnterpriseCRMvendorsallofferviableproducts.•Cleardefinitionofsuccesscriteriaiskey.•EnterpriseCRMcannotsucceedwithoutcommitmentandsupportfrommanagement.©2001GigaInformationGroup,Inc.3NarrowingFunctionalityGap:DifferentStrengthsPeopleSoftSAPSiebelClarifyArchitecture96687Scalability86788Breadth66796Analytics76575Multi-Channel65698Internationalization88975VendorViability77896Oracle©2001GigaInformationGroup,Inc.4SiebelSystems:“TheMarketLeader”•Strengths–Functionalbreadthanddepth–Marketleaderstatus–Referenceablecustomers–Siebel7shippingthisquarter•Weaknesses–Migrationissuesforexistingcustomers–ConcernsaboutERPintegration,costofownership–Unicodecomplianceslippeduntil7.5–Analytics,datawarehousing,businessintelligence©2001GigaInformationGroup,Inc.5SiebelScorecardArchitectureScalabilityBreadthAnalyticsMulti-ChannelInternationalizationVendorViabilitySiebel9889797©2001GigaInformationGroup,Inc.6PeopleSoft:“TheWell-ArchitectedChallenger”•Strengths–Serviceandsupport–Thinclientandportalarchitecture–Flexibleintegration(SOAP,XML)anddatamodel–Strongestapplicationtoolset–Referenceablecustomers—andinternetarchitecturescalabilityreferences–ShippedJune30withgoodupgradestoVantivefunctionality–Industries:Financialservices(Q4)andcommunications(Q1refresh),alsogovernmentandeducation•Weaknesses–MigrationissuesforVantivecustomers—toolshelp–Marketing,partnermanagement,configuration–Playingcatch-uponmultichannel—e-mailandmobile–Stronganalyticsoffering—butfewcustomerreferences©2001GigaInformationGroup,Inc.7PeopleSoftScorecardArchitectureScalabilityBreadthAnalyticsMulti-ChannelInternationalizationVendorViabilityPeopleSoft7986768©2001GigaInformationGroup,Inc.8Oracle11i:“TheOne-StopE-BusinessShop”•Strengths–ExistingERPcustomerbase–TradingCommunityArchitecture—flexibledatamodel–StrongintegrationstorytoOraclebackoffice•OnlyERPvendorwithsingleintegrateddatamodel–Internationalization–Functionalbreadth/depthincreasingin11i6–Industries:Telco•Weaknesses–Productinstability–Lackofcustomerreferences–Pooruserinterfacedesign–BIvisionincompleteforCRM–Multipletoolsrequiredforcustomization—majortransitionahead?©2001GigaInformationGroup,Inc.9OracleScorecardArchitectureScalabilityBreadthAnalyticsMulti-ChannelInternationalizationVendorViabilityOracle8677569©2001GigaInformationGroup,Inc.10SAP:“TheProductSpecialist”•Strengths–ExistingERPcustomerbase–Strongordermanagementandfulfillment–Maturingintegrationstrategy—betterin4.0product–ContractsandB2Bpartnerfunctionality—evenwithoutapartnermanagementmodule–Industries:manufacturing,CPG,heavyequipment•Weaknesses–Usability–Callcenterperformance,functionality,andusability–SFAusabilityandscalability–Marketingautomation–DifferenttoolsforSFA(VB),J2EE,andWindows–Evolutionintonewarchitecturein2003andbeyond©2001GigaInformationGroup,Inc.11SAPScorecardArchitectureScalabilityBreadthAnalyticsMulti-ChannelInternationalizationVendorViabilitySAP7666658©2001GigaInformationGroup,Inc.12Clarify/Amdocs:“TheCommunicationsSpecialist”•Strengths–Potentialbillingandcustomerintelligenceintegration–Strongcallcenter,technicalsupport,fieldservice–J2EE—iftheycancompletethetransition–IncrementalmigrationtoWebarchitecture–Morecompleteprovisioninglifecyclesupport•Weaknesses–Telecommunicationsfocus—strategytosupportandselltonon-telecomaccountsstillundetermined–J2EEtransitionrisk–Salesfunctionality–Amdocsservices(ratherthanproduct)focus©2001GigaInformationGroup,Inc.13Clarify/AmdocsScorecardArchitectureScalabilityBreadthAnalyticsMulti-ChannelInternationalizationVendorViabilityClarify6786585©2001GigaInformationGroup,Inc.14EnterpriseIntegration/CustomerDataMgmtArchitectureMeansIntegration,NotWebUIPartner,CustomerIntegrationCRMApplicationsMultichannelCustomerInterfaceEnterpriseApps(ERP,SCM,legacy)CustomerDataDataWarehouseDataKnowledge/ContentMgmt©2001GigaInformationGroup,Inc.15Short-TermUserInterfaceTradeoffsInteractivityMaintenance/ComplexityWebHTML,WirelessBestfor-Externalusers-SimpletransWebPlug-insBestfor-Internalusers-ComplextransClient/Server,JavaBestfor-Few,centralizedusers-ProvenperfMobileDisconnectedLaptop,CE,RIM,PalmBestfor-Mobilesales&service-Poorwirelessconnectivity©2001GigaInformationGroup,Inc.16CRMMarketShare—TheBigGetBigger199920002001SiebelSystems510.001,145.001,025.40SAPCRM18.25156.61338.14OracleCRM140.18205.39198.66PeopleSoftCRM89.00124.03186.89Remedy/Peregrine141.00168.00148.82Restofmarket1,016.292,039.131,569.06$0$500$1,000$1,500$2,000$2,500$3,000$3,500$4,000Rev($K)RestofmarketRemedy/PeregrinePeopleSoftCRMOracleCRMSAPCRMSiebelSystems©2001GigaInformationGroup,Inc.17OtherContenders:LifeAfterSuitesSpecialtyeCRMCRME-Busin