by Robert Desisto | July 19, 2012 | Comments Off
The 2012 Sales Force Automation Magic Quadrant is officially published. We had one new leader emerge, one vendor drop from inclusion and a new product added that was not included in the 2011 Magic Quadrant. The magic quadrant evaluation process had the usual vendor claims, “Why is Vendor “A” have a better position than we do?” But as has always been the case in 15 years I have been publishing magic quadrants at Gartner, as long as an analyst does the proper research rigor, last ditch vendor claims on positions and process are easily dealt with. Gartner clients should feel comfort that the 2012 Sales Force Automation Magic Quadrant encompasses 100s of user interactions, vendor evaluations, and experiences. Users should also not assume leaders are the best for them, niche vendors may often be the best for specific requirements for a sales organization. A vendor would not be on the magic quadrant unless they have proven they can deliver value to users for sales force automation. In the end, I really don’t care what vendor is a leader or niche player. The only think I can care about is the process is both fair and accurate.
Category: Cloud CRM SaaS salesforce automation Software as a Service Tags: CRM, Magic Quadrant, microsoft, oracle, Pivotal, Sage software, Sales force automation, salesforce.com, SAP, sugarcrm, Zoho
by Robert Desisto | July 11, 2012 | 5 Comments
In the past few weeks there have been major outages by a high profile cloud infrastructure provider and a large SaaS vendor, both of whom have had a reasonably good track records. Unfortunately, much of the attention in the press and even by some analysts has been devoted into what went wrong versus providing advice to customers on what to do to protect themselves. Explaining the circumstances that led to an outage maybe technically interesting and provide some insight into overall risk of a provider but how does this help a customer or a new customer of the cloud service. I think the most interesting comment by someone was that one of the affected cloud providers was down for several hours but was still within their uptime commitment for the year. Huh? That is supposed to be the good news.
There is one very simple lesson customers needs to take away from these high profile outages, a service is only as good as a cloud provider is willing to back up with an SLA. As in the financial markets, past performance does not dictate future performance. Just because a vendor has had a good track record for uptime does not mean they will have good uptime in the future. Gartner has published research on best practice SLAs and will go a long way to helping customers to protect their interests when contracting for cloud related services. Don’t take a vendors word, or track record get commitment for performance.
Category: Cloud Software as a Service Tags: SaaS; Cloud Computing;
by Robert Desisto | May 25, 2012 | 1 Comment
Sap’s acquisitions of SuccessFactors and now Ariba are examples of rapid consolidation of SaaS providers by large established on premises vendors. Oracle’s acquisition of Rightnow, and Taleo are further cases in point. Conventional wisdom was the cloud would be so disruptive to software industry titans that their long term viability would be questionable. Many forgot the lessons of the “.com” boom and bust. Back then the main topic of conversation was the death of traditional Brick and Mortar companies because of high flying “.com” e-tailers. For sure, Amazon obviously survived the bust (as did others) but so did many Brick and Mortar companies who learned how to adapt.
The Brick and Mortar companies leveraged strong supply chains and their physical stores (in-store pick up) to their advantage. Similar circumstances are now playing out with application vendors where hybrid deployments (on premises and cloud) are becoming more important. Hybrid deployments provide an advantage for established on premise vendors. There is no doubt there will be cloud pure plays but for the foreseeable future on premises capabilities will continue to be important.
Category: Applications Cloud SaaS Software as a Service Tags: SaaS; Cloud Computing;
by Robert Desisto | May 16, 2012 | Comments Off
Oracle has released Oracle Fusion CRM for sales organizations’ sales force automation initiatives. It offers enhanced capabilities; however, more customer proof points are needed. In a just publish research note I discuss the top 5 impacts for sales organizations considering Oracle Fusion CRM.
Category: Applications CRM SaaS salesforce automation Tags: SaaS; Cloud Computing;sales force automation; CRM
by Robert Desisto | May 4, 2012 | 1 Comment
For the past few years the great debate is whether Software as a Service is less expensive to implement and maintain than on premises applications. My colleague, Fran Karamouzis, and I have created a total cost of ownership model to compare SaaS and on on premises delivery models. Our decision framework allows the user to compare various sourcing options for software and IT services, including newer software as a service solutions. CIOs responsible for the business case and sourcing managers working on sourcing strategies can conduct a multiyear financial analysis.
Category: Applications Cloud SaaS Software as a Service Tags: Application Services, SaaS;Cloud Computing
by Robert Desisto | April 4, 2012 | Comments Off
My colleague Michael Maoz and I have just published an Impact Appraisal on the Microsoft Dynamics CRM Q2 2012 Service Update. Key elements of the Microsoft’s release are increased mobile options, enhancements to customization for it’s online version, and analytics.
Category: Applications Cloud CRM Customer Service SaaS salesforce automation Software as a Service Tags: CRM, microsoft, salesforce automation
by Robert Desisto | March 30, 2012 | Comments Off
Ed Thompson and I just published the Gartner Cool Sales Vendors Report for 2012. The 2012 Cool Vendors in the CRM sales report offer new approaches to improving sales. Vendors highlighted use social, analytics and content management to help salespeople strengthen customer and prospect relationships. Specific vendors covered in the report are Qvidian, GoodData, and Ni3.
Category: Cloud CRM SaaS salesforce automation Software as a Service Tags: SaaS; Cloud Computing;, Sales force automation, social
by Robert Desisto | February 13, 2012 | Comments Off
Jim Holincheck and I wrote a research note on the impact Oracle’s, SAP’s and salesforce.com’s recent SaaS acquisitions will have on client organizations. The ink is not even dry on the research note, and Oracle buys Taleo. As Jim and I say in the research, SaaS acquisitions will accelerate and client organizations need to protect themselves during what is promising to be a period of turmoil in the market.
Category: Applications Cloud CRM ERP Tags: SaaS;Cloud Computing
by Robert Desisto | February 10, 2012 | 1 Comment
Just published research on the Ten Ways to Avoid SaaS Delivery Problems and Protect Your Organization from making mistakes that can diminish the business value of SaaS investments. Key findings revealed in the research are:
1) 90% of SaaS business application managers do not model five-year total cost of ownership (TCO), putting them at risk of cost overruns.
2) The majority of SaaS contracts do not have committed disaster recovery objectives with any financial penalty.
3) A major source of high expense with SaaS is poorly modeled consumption patterns, which lead to over-buying since the contracts are not anywhere near as flexible as buyers assume.
Category: Cloud SaaS Tags: SaaS;Cloud Computing
by Robert Desisto | November 16, 2011 | Comments Off
Cloud computing is having a major impact on business operations. We just published a Gartner Special report, The Future of Cloud Business Applications, that assesses the current cloud computing “state of play” in business domains such as marketing, sales, customer service, finance, and human resources to name a few. The special report provides an overview of options in terms of cloud computing’s three key variants — software as a service (SaaS), infrastructure as a service (IaaS) and platform as a service (PaaS). The associated research looks at both current and future adoption levels, enablers and inhibitors, and the business value of each cloud computing variant.
Category: Applications Cloud Finanical Service SaaS Software as a Service Tags: