Benchmarking SaaS (Software as a Service) solutions for CRM users

Hands down I believe that NetSuite is the front runner of not only CRM, but ERP in the SME market space. We know of no other cost effective system for the SME space that has CRM which is tightly integrated to ERP, specifically the accounting side, which is where our focus is. We work with many companies that are on NetSuite, and those companies have gained significant results from the integration of CRM / ERP.

Any SME that has a CRM system that does not tightly integrate to it's ERP (including it's accounting system), is destined for "less than expected" results, and those companies could find themselves pushed out of the market by companies on NetSuite in the future.

1) SaaS is the delivery means and has not impact on the software purpose. So, salesforce.com is CRM software, surveymonkey is survey tools etc... One cannot classify SaaS into one or more of categories.

2) CRM: salesforce, netsuite
EMS/EMM/MRM: Aprimo, Netsuite, EMM Group

3)www.oracle.com posts a few of the Gartner reports.

I would consider the following three as the front runners in the Integrated CRM Solutions Area

a) SalesForce.Com - Their functionality has been greatly enhanced by their AppXchange model.

b) Siebel On-Demand - This is a mature product that has strong capabilities & Siebel being the market leader in Enterprise CRM Solutions is utilizing this offering to counter the competition from SaaS CRM providers.

c) Microsoft Dynamics CRM - Eventhough this is not widely deployed as a SaaS product, Microsoft is working on releasing a new version that will make it a strong contender in the SaaS market.

d) SugarCRM- an opensource CRM solution.