BOSTON--(BUSINESS WIRE)--Easier user customization is driving CRM productivity gains by allowing teams to address management, security and governance challenges head-on – without heavy IT involvement.
The H1 2018 CRM Value Matrix shows leading vendors offering low to no-code customization and easier access to customer data that supports user and partner communities. Leaders include: Bpm’Online, InforCRM, Microsoft Dynamics 365, Oracle, Salesforce.com and Satuit.
Of note, Pegasystems – which was on the State of the CRM Market watch list earlier this year -- has dropped out of the Leaders Quadrant, as it has failed to keep pace with the market in delivering greater usability for end users.
“In the highly competitive CRM field, the new trend is in delivering highly customizable options -- even for non-technical users -- allowing businesses to quickly adapt to customer needs. This removes the IT bottleneck and adds significant value to CRM apps,” said Nucleus Research VP of research, Rebecca Wettemann.
Embedded artificial intelligence (AI) and analytics features are further changing the landscape, resulting in benefits over a longer period. Although current embedded AI offerings are today’s table stakes for leading vendors, Nucleus Research sees greater development of AI and machine learning presenting new opportunities over the next 18 months. (see s123: State of the CRM Market)
Within the Technology Value Matrix, vendors are evaluated on both usability and functionality – key drivers of value – and placed into four categories: Leaders, Experts, Facilitators, and Core Providers. Customers can use the Matrices to evaluate vendor short lists as well as to make the case for maintaining existing applications.
See the full CRM Value Matrix at https://nucleusresearch.com/research/single/crm-technology-value-matrix-1h2018/
About Nucleus Research
Nucleus Research is a global provider of investigative, case-based technology research and advisory services. We deliver the numbers that drive business decisions. For more information, visit NucleusResearch.com or follow us on Twitter @NucleusResearch.