Can Grow Beyond Its CRM Niche?

By John Pallatto  |  Posted 2005-07-29 Print this article Print

Opinion: An analyst report by Summit Strategies sets impossibly lofty goals for when it says the CRM company can become the "Microsoft of the on-demand world."

A research report by Summit Strategies achieved a new high in market-analysis hyperbole in July when it suggested that has an opportunity to become the "Microsoft of the on-demand software world." The theory, propounded by Summit analyst Tom Kucharvy, holds that is becoming a de facto operating environment for on-demand software applications. The CRM (customer relationship management) platform, including the Supportforce customer service applications, the Customforce application customization tools and the Multiforce on-demand operating system, will allow the company to become a market-dominating aggregator of complementary hosted applications—its own and those of its partners.
In essence, third-party software vendors in the fields of CRM, ERP (enterprise resource planning) and others will use the platform because it provides a ready-made hosted data management-data sharing environment, provides the widely touted cost advantages of on-demand software, and can be readily customized to fit their needs. is already heading in this direction because other on-demand software applications are linking up with the platform. The report also says is claiming that more than 150 add-on applications have been developed for its platform and that it serves an expanding community of more than 8,000 corporate and independent software vendors. Click here to read about why some software industry executives believe software as a service will become the dominant software-distribution model. The Summit report clearly notes that has a long way to go before it demonstrates that it really has a business strategy that can make it market-dominating company. It also says has to successfully carry out several steps if it is to have any hope of resembling even a pallid shadow of Microsoft in the software-as-a-service space. The first step involves the most formidable barrier that has to overcome: It hasnt clearly stated which application segments it intends to develop for itself and which it will let its partners pursue. Its hard to believe that could even begin to become as successful in the software industry as Microsoft if it is limited to the CRM niche. Right now hasnt even achieved the distinction of being the Siebel Systems of CRM, at least in terms of market capitalization. will have a hard time becoming a leading application platform provider if its partners suspect that its going to compete with them in specific market segments, the report notes. should tell the world whether it is going to branch out into other applications The problem is that would be competing not only with any potential partners but also with some of the biggest names in the software industry for any of the market segments that are worth considering, including Oracle, SAP and Microsoft itself, to name just a few. Next Page: Keeping the revenue flowing.

John Pallatto John Pallatto is's Managing Editor News/West Coast. He directs eWEEK's news coverage in Silicon Valley and throughout the West Coast region. He has more than 35 years of experience as a professional journalist, which began as a report with the Hartford Courant daily newspaper in Connecticut. He was also a member of the founding staff of PC Week in March 1984. Pallatto was PC Week's West Coast bureau chief, a senior editor at Ziff Davis' Internet Computing magazine and the West Coast bureau chief at Internet World magazine.

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