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Sections |
| Title | Starting Page | Number of Pages |
|---|
| Executive summary
In a nutshell
Ovum view
Key messages
Flexible CRM deployment options are appealing in a difficult economy
Web self-service is high on the list of enterprisesâ?? priorities
Enterprises need to consider the TCO rather than just the cap | 0 | 1 |
| Table of Contents | 2 | 1 |
| Executive summary | 0 | 1 |
| In a nutshell | 0 | 1 |
| Understanding the TCO of SaaS CRM and KM in the contact centre | 3 | 48 |
| Executive summary | 3 | 2 |
| Ovum view | 0 | 1 |
| Key messages | 0 | 1 |
| Market opportunity | 5 | 8 |
| Technology evolution | 13 | 6 |
| Flexible CRM deployment options are appealing in a difficult economy | 0 | 1 |
| Web self-service is high on the list of enterprises’ priorities | 0 | 1 |
| Customer impact | 19 | 11 |
| Competitive landscape | 30 | 13 |
| Enterprises need to consider the TCO rather than just the capex and opex advantages of SaaS | 0 | 1 |
| On-premises CRM vendors offer new pricing models in a highly competitive market | 0 | 1 |
| Go-to-market approach | 43 | 5 |
| Definitions | 48 | 3 |
| Vendors need to develop social media and KM strategies | 0 | 1 |
| Market opportunity | 0 | 1 |
| The CRM market is changing to include more flexible pricing and deployment options | 0 | 1 |
| Enterprises are focused on cost reduction and customer retention | 0 | 1 |
| CRM and KM play an increasingly important role in the contact centre | 0 | 1 |
| Flexible deployment methods are appealing in a difficult economy | 0 | 1 |
| SaaS CRM is growing from a mid-market option into larger enterprises | 0 | 1 |
| Vendors are changing their pricing for on-premises CRM to meet demands for more flexible pricing | 0 | 1 |
| KM is gaining traction to help agents and customers find accurate information | 0 | 1 |
| Web self-service is high on the list of enterprises’ priorities | 0 | 1 |
| Vendors are providing ways to monitor information from social media as usage grows | 0 | 1 |
| Vendors must overcome scepticism about hosted CRM and provide RoI statistics for KM | 0 | 1 |
| A difficult economy has led to a longer procurement cycle | 0 | 1 |
| There is still a stigma attached to hosted CRM and SaaS | 0 | 1 |
| The RoI for KM has yet to be fully understood | 0 | 1 |
| Technology evolution | 0 | 1 |
| CRM is evolving to include more flexible delivery and deployment options | 0 | 1 |
| Web-based delivery models are increasing in popularity | 0 | 1 |
| Platform-as-a-service provides users with even greater flexibility | 0 | 1 |
| CRM follows the market from on-premises to hosted, SaaS and now cloud computing | 0 | 1 |
| Enterprises are linking CRM solutions with business process objectives | 0 | 1 |
| Unified agent desktop solutions tie together different applications | 0 | 1 |
| On-demand CRM needs to be integrated with legacy applications | 0 | 1 |
| New features include contact priority management | 0 | 1 |
| KM vendors are embedding their solutions within CRM applications | 0 | 1 |
| Knowledge solutions are moving from agent-facing to customer-facing | 0 | 1 |
| Social media is influencing CRM vendors and CRM interfaces are becoming akin to online services | 0 | 1 |
| Vendors are adding interactive features and providing users with the ability to add and rate information | 0 | 1 |
| CRM and knowledge management applications now incorporate information from social media | 0 | 1 |
| Customer impact | 0 | 1 |
| Cost transparency especially pertinent in the current economic climate | 0 | 1 |
| TCO encompasses use, maintenance, support and services over a solution’s lifetime | 0 | 1 |
| The associated costs vary for different deployment models | 0 | 1 |
| Financial statements are impacted differently depending on the deployment model | 0 | 1 |
| Expensing treats subscription fees as a period expense | 0 | 1 |
| The non-cost-related benefits to SaaS include faster deployment and reduced IT resources | 0 | 1 |
| Disadvantages of the hosted model | 0 | 1 |
| The key target for SaaS has been SMEs | 0 | 1 |
| Hosted CRM is not industry-specific | 0 | 1 |
| Technology industry customer focus: iRobot | 0 | 1 |
| Travel and tourism customer focus: NJ Transit | 0 | 1 |
| Retail customer focus: Zappos | 0 | 1 |
| KM is deployed to ensure accurate information is available to agents and customers | 0 | 1 |
| Gaming industry customer focus: Second Life | 0 | 1 |
| Retail industry customer focus: online auctioneer | 0 | 1 |
| Competitive landscape | 0 | 1 |
| CRM vendors are targeting a broader range of customers | 0 | 1 |
| The competitive landscape for hosted CRM is disjointed | 0 | 1 |
| Acquisitions and increased demand for web self-service help KM play a greater role within the CRM market | 0 | 1 |
| SaaS CRM vendors include NetSuite, RightNow, Salesforce.com and TeamSupport | 0 | 1 |
| NetSuite | 0 | 1 |
| NetSuite: strengths | 0 | 1 |
| RightNow | 0 | 1 |
| RightNow: strengths | 0 | 1 |
| Salesforce.com | 0 | 1 |
| Salesforce.com: strengths | 0 | 1 |
| TeamSupport | 0 | 1 |
| TeamSupport: strengths | 0 | 1 |
| There are a number of vendors offering both on-demand and on-premises CRM | 0 | 1 |
| Oracle | 0 | 1 |
| Oracle E-Business Suite | 0 | 1 |
| Siebel CRM | 0 | 1 |
| Oracle: strengths | 0 | 1 |
| SAP | 0 | 1 |
| SAP: strengths | 0 | 1 |
| Microsoft | 0 | 1 |
| Microsoft: strengths | 0 | 1 |
| SugarCRM | 0 | 1 |
| SugarCRM: strengths | 0 | 1 |
| Proprietary on-premises vendors are gradually offering more flexible deployments | 0 | 1 |
| CDC Software | 0 | 1 |
| Ciboodle | 0 | 1 |
| Niche CSA and KM specialists remain mostly premises-based | 0 | 1 |
| KANA | 0 | 1 |
| KANA: strengths | 0 | 1 |
| KPS | 0 | 1 |
| KPS: strengths | 0 | 1 |
| InQuira | 0 | 1 |
| InQuira: strengths | 0 | 1 |
| nGenera | 0 | 1 |
| nGenera: strengths | 0 | 1 |
| Parature | 0 | 1 |
| Parature: strengths | 0 | 1 |
| Go-to-market approach | 0 | 1 |
| Hosted offerings require different go-to-market strategies and partners | 0 | 1 |
| Targeting the mid-market requires a diverse partner base including resellers and developers | 0 | 1 |
| As enterprises focus on business processes, services and integration become more important | 0 | 1 |
| Future trends | 0 | 1 |
| The on-premises market will remain strong despite continued growth in SaaS CRM | 0 | 1 |
| The Web enables changing consumer patterns, and the self-service trend will only increase | 0 | 1 |
| Mobile and video communications will become part of the knowledge base | 0 | 1 |
| Vendor acquisitions, partnerships and consolidation are likely | 0 | 1 |
| Recommendations | 0 | 1 |
| Provide cost transparency and flexible pricing for both on-demand and on-premises models | 0 | 1 |
| Map software capabilities to business processes | 0 | 1 |
| CRM vendors should work closely with partners or enhance their KM solutions | 0 | 1 |
| Develop a social media strategy | 0 | 1 |
| Definitions | 0 | 1 |
| CRM | 0 | 1 |
| Deployment models | 0 | 1 |
| Cloud computing | 0 | 1 |
| List of Tables | 0 | 1 |
| Table 1: Forecast segment revenues ($ million) | 0 | 1 |
| Table 2: Simple cost differences between hosted and premises-based CRM deployments | 0 | 1 |
| List of Figures | 0 | 1 |
| Figure 1: Forecast global spending on hosted and premises-based CRM in the contact centre | 0 | 1 |
| Figure 2: Enterprises must provide consistent information across all channels | 0 | 1 |
| Figure 3: KM is embedded within CRM applications | 0 | 1 |
| Figure 4: Effects of the on-premises model on the financial statements of end users | 0 | 1 |
| Figure 5: Effects of the on-demand model on the financial statements of end users | 0 | 1 |
| Figure 6: Common customer pain points and how they can be resolved with KM solutions
Figure 7: Pure-play SaaS vendors and hybrid CRM vendors are competing more frequently
Figure 8: The leading CRM and KM vendors | 0 | 1 |
