SAP Leads Four Others in CRM

Salesforce.com is the new entry in large enterprise category. SAP wins by a wide margin in terms of both top of mind recall and brand ownerships leaving others way behind.

SAP is the undisputed leader across survey segments. Microsoft Dynamics is the second runner up in 100-499 survey segment while Salesforce.com takes the spot in other category.

Oracle wins the second position in both survey segments but the margin with the winner is wide. Microsoft Dynamics moves one step up from last year to gain third spot in 100-499 survey category. Salesforce.com makes an entry in the users' choice league securing third position in 500-999 survey segment. In terms of brand ownership and top of mind recall, these two brands are close by. Sage Solution makes an entry into the users' choice club this time in 100-499 survey segment while Ramco slips down but manages to get a position in other survey segment.

In terms of reasons for satisfaction, quality of product seems to be the most important for SAP users followed by brand name. In case of Microsoft Dynamics, users voted for brand name in one segment and quality of product in the other as the dominant reason for satisfaction.

These two parameters are voted by the users as a reason to plan to use the same brand in future. Oracle users also voted for value for money apart from the other two important reasons for satisfaction. For Salesforce.com users, value for money is also critical as a reason for satisfaction. After sales service is also voted by the users of Salesfoce.com in 500-999 survey segment as a reason to be content.

Oracle users are by and large happy with their current brand and thus planning to use the same in future. In small enterprise category, all users of the brands that made it to the league are satisfied with their existing brand. In large enterprise, a meagre 4% SAP users are planning a switch over.