Microsoft, Oracle and Salesforce.com Lead the Pack in the Latest CRM Technology Value Matrix

Mobile and Collaborative Social CRM Applications Gaining Momentum in New Product Lifecycles

BOSTON – November 15, 2011 – The latest CRM Technology Value Matrix released today by Nucleus Research finds CRM applications are evolving with new functionality, including sales effectiveness and enablement, social capabilities, marketing, and web optimization with trends towards mobile application support. Microsoft, Oracle and Salesforce.com are the leading vendors in the current Value Matrix.

“CRM decision makers today are looking beyond simply tracking and measuring sales force or customer service activity at a lower cost. They want access to tools that will make individual performers more productive, keeping mobile access and collaborative capabilities high on their checklist” said Rebecca Wettemann, vice president of research, Nucleus Research. “Vendors adding this functionality are taking a leader position in the industry, as seen on the Technology Matrix.”

Social CRM capabilities such as microblogging, conversations and automated activity update integration have been included in some of these new packages, while customer self-service and enhanced web support capabilities with mobile innovation as a focus are anticipated in near future releases.

Software as a Service (SaaS) and similar Cloud based offerings are now commonplace and integral to many new releases in the CRM lifecycle, while updated mobile applications push universal access via HTML5. Some major vendors are approaching the end of their product lifecycles for CRM applications, fueling a very active market for competitive switches.

The CRM Value Matrix can be used for evaluation of the functionality and usability of software investments with existing and new vendors by organizations that range from small businesses to large enterprises in researching the core CRM areas including sales, marketing, and service. Nucleus Research produces Value Matrix reports in major enterprise software categories every six months. To read the Value Matrix report, go to NucleusResearch.com.

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.