Article

Microsoft Dynamics CRM Remains a Strong Contender with Most Recent Analyst Recognition

by Jason Gumpert
Editor, MSDynamicsWorld.com

Microsoft Dynamics CRM has been named a leader by two large analyst firms in recent days, keeping it in the top tier of large CRM solutions along with stalwarts that include Salesforce.com, Oracle's Siebel CRM, Oracle CRM On Demand, SAP CRM, and CDC Software. 

Forrester Research acknowledged Microsoft Dynamics CRM for offering a flexible customer service solution, earning a Leader position in The Forrester WaveTM: CRM Suites Customer Service Solutions, Q3, 2010 (July 2010) report, while Gartner placed it as a Leader in the Magic Quadrant for Sales Force Automation (July 2010) report.

Some notable items about Dynamics CRM from each report:

  • Gartner puts Dynamics CRM in the Leader Quadrant for Sales Force Automation, although lagging Salesforce.com in both its ability to execute and its vision;
  • Gartner identifies Dynamics CRM's strengths as its integration with other Microsoft products like Outlook and SharePoint; its larger deployments of over 3,000 users,which Gartner tallies at "more than 6"; and its large, diverse partner network capable of building a broad range of customized solutions
  • Gartner identifies "cautions" for Dynamics CRM including its lack of sales effectiveness and performance management functionality; its limited dashboards in CRM 4.0 (which it acknowledges will be improved in CRM 2011); the need for third party solutions for non-Windows smartphone access
  • Forrester gives Dynamics CRM high marks for flexible customer services solutions (others were recognized as deeper and broader) including use cases including phone agents, call center infrastructure, agent collaboration tools, knowledge base, customer data management, and a lot of other areas

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About Jason Gumpert

As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at jgumpert@msdynamicsworld.com.

Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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