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Oracle #1 CRM Applications vendor ??

by Nitin Jain

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International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy.

It seems even though the paper outlining the exact vendor market share in the CRM Market for 2010 is not out yet, Oracle has some insider information about it (or so it claims). It says Oracle Corp. has retained its #1 spot for CRM Apps.

Key highlights -

• Oracle’s market share stands at 11.8% in 2010
• Oracle’s market share was 10.8% in 2009, meaning a growth rate of 15.9% in 2010 compared to the industry average of 6.2%

However, in the coverage, I found a few points especially strange.

What all is included in the market ?
I had always believed that there are only a couple of strong CRM contenders in the market today, and 11-12% market share to the top vendor looks really lack-lustre.

How have the calculations been done to arrive at this figure ?
What all sections of the Corporate sector have been considered as a part of the study ?

We all know that Oracle’s Siebel CRM is by far the most popular CRM for most of the big vendors in the market. However, surprisingly, Divya doesn’t talk about it at all in her News brief !

As per the information, there are 4 categories defined in CRM space -

• Contact Center
• Customer Service
• Marketing
• Sales

The oracle products listed out by Oracle representative herself are -

• CRM modules in EBS (incentive compensation, iStore, marketing, service, sales and trade management)
• CRM components of JDE
• CRM components of PeopleSoft
• Oracle CRM On Demand

To the best of my knowledge, EBS, JDE and PS are more of ERP/HRM applications than core CRM.

We all know that Oracle CRM OnDemand is a relatively newer entrant to the OnDemand CRM space, and is already facing an uphill task against the well-established competitors.

Looks like, there are a lot of open questions here for now. Maybe a complete report from IDC will help clear things out. You can estimate the quality, and the kind of reports that IDC provides by looking at a similar report on Worldwide On-Demand CRM Applications 2010–2014 Forecast and 2009 Vendor Shares

Too steep for me for now.

The information has been released by Divya Malik from Oracle.