VIEWS: 23 PAGES: 2 CATEGORY: Periodicals POSTED ON: 8/26/2010
Open-source technology hasn't yet landed a starring role in the overall CRM and enterprise resource planning (ERP) industries, says Mitchell Lieberman, president and CEO of Comity Technology Advisors, and a former executive at open-source CRM pioneer SugarCRM. While the June announcement wasn't enough for a bump to the top of the leaderboard, Compiere earned perhaps open-source CRM's biggest headline of the year when it was acquired by ERP and CRM leader Consona. SugarCRM landed this category's top scores for the third year in a row, but with more enthusiasm for the company's direction this time around. Sugar pioneered the open-source movement in CRM, but has seen criticism in the past for not prioritizing CRM itself.
REPUTATION FOR REPUTATION FOR REPUTATION FOR COMPANY DIRECTION CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY TOP 3 VERTICALS Compiere (Consona) Distribution, Manufacturing, Professional Services Concursive Media, Franchisors, Financial Services SplendidCRM Healthcare, Contact Centers, Manufacturing SugarCRM Technology/Telecommunications, Financial Services, Manufacturing vTiger Technology/Technology Services, Financial Services, Media The Market SplendidCRM, another of 2009’s leaders returning this year, Open-source technology hasn’t yet landed a starring role in the gets praise from Fauscette for having “pretty good functional- overall CRM and enterprise resource planning (ERP) industries, ity”—as reflected in a splendid 4.2 rating there. An absence of says Mitchell Lieberman, president and chief executive officer what Fauscette refers to as a “wow factor,” however, lands the ven- of Comity Technology Advisors, and a former executive at open- dor a 3.1 for company direction. “I don’t think they’re being very source CRM pioneer SugarCRM. “Traditionally, open-source innovative in the field,” Fauscette says. “I don’t think they’re companies have made money via support,” Lieberman says. “In going to move heavily into social CRM. They don’t seem to be the past few years, this has changed to a ‘freemium’ model, plus thought leaders. They’re OK, but they don’t wow me.” the addition of a hosted model. In a hosting scenario, the fact With a 3.2 in customer satisfaction, a 3.7 in company direc- that a company is using open-source [technology] has uniquely tion, and a strong 4.2 in depth of functionality, vTiger is easily one benefit: It can take the application and host it itself.” That the contender roaring loudest behind SugarCRM. Fauscette says may be what’s in store, but at the moment there’s still a lot of he considers the firm “up and coming”—but that he’s not yet jostling for second place behind SugarCRM. “over the top” for it. “They have a good system and I like the way they’re taking it,” he says. “They seem to have a pretty strong The Leaders leadership team. I don’t think they’ve gone quite far enough into While the June announcement wasn’t enough for a bump to the some new places.” Martens concurs, attributing vTiger’s strength top of the leaderboard, Compiere earned perhaps open-source to its aim at midsize businesses. Martens compares the company CRM’s biggest headline of the year when it was acquired by ERP to the Concursive of the past, as a frequently used alternative to and CRM leader Consona. In fact, the move halted an otherwise SugarCRM: “‘If you’re not using SugarCRM,’” she asks rhetor- diastrous slide: Compiere’s scores for depth of functionality and ically, “‘what are you using?’” customer satisfaction both dipped to 2.3 this year, along
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