and Oracle Running Neck-and-Neck for CRM Lead in Latest Nucleus Research Value Matrix, SAP Continues to Falter

March 11, 2015

Enterprise integration, verticalization and analytics emerge as differentiators in highly dynamic market


BOSTON – March 11, 2015 – In an increasingly dynamic market, and Oracle continue to drive competition, head-to-head for the lead in the Q1 2015 Technology Value Matrix for Customer Relationship Management (CRM) from Nucleus Research. Both companies continue to add functionality across the core pillars – sales, marketing, and service – while improving usability. Other vendors are upping the ante as well, with growing challengers such as BPM’online investing in vertical capabilities and analytics.

“The pace of innovation in the CRM market continues to accelerate, with established vendors continuing to improve their functionality and usability and new and edge entrants filling capability gaps and offering new enhancements,” said Rebecca Wettemann, VP of research at Nucleus Research. “Given the propensity of customers to re-evaluate their CRM options on an ongoing basis, vendors must continue to innovate just to keep up.”

For both established and emerging CRM players, that means increasing functionality while making it easier for customers to integrate CRM with other applications. They are also investing in analytics and vertical capabilities to drive faster time to value and better insights.

In addition to functionality, CRM vendors are also improving usability with better mobile solutions and user interface (UI) redesign, to drive greater adoption and greater value for individual users.

The leader quadrant shows and Oracle leading with Salesforce slightly ahead on usability and Oracle leading on functionality, with Infor, Veeva, and Microsoft Dynamics CRM rounding out the leader quadrant. Emerging challengers, such as BPM’online, demonstrate how dynamic the market is, showing significant gains over the past six months.

The full Report is available at

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