Social Collaboration, Mobile Access and Analytics Shake Up CRM Market According to Nucleus Research

With initial CRM deployments maturing, organizations are increasingly looking for user productivity and collaboration, Value Matrix shows

BOSTON – May 22, 2012 – Nucleus Research released the H1 2012 Technology Value Matrix for Customer Resource Management (CRM), finding a growing focus on features and capabilities that increase user productivity and collaboration. Leaders in the current Value Matrix continue to upgrade their core CRM solutions with social collaboration, mobile access and analytics.

In fact, the integration of social media, marketing capabilities, analytics and mobile access is enabling organizations to dramatically increase returns on their CRM investments. A recent Nucleus report showed an average return of $5.60 for every dollar spent on CRM.

“CRM industry leaders today are going well beyond core CRM capabilities to provide new functionality that enables tighter collaboration and boosts user productivity. They are integrating social media and analytics, while enabling mobile access to increase the overall value of their CRM offerings” said Rebecca Wettemann, VP of research for Nucleus Research.

Oracle Fusion CRM joined Microsoft Dynamics CRM and Salesforce.com in the Leader quadrant for the first time.

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based technology research and advisory services that provide real-world insight into maximizing technology value. For more information, visit NucleusResearch.com or follow us on Twitter @NucleusResearch.