Salesforce.com and Oracle CX Cloud Lead Latest Nucleus Research Value Matrix as Infor CRM Makes Noteworthy Jump Into Leader Quadrant

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BOSTON--(BUSINESS WIRE)--

Continued investments in functionality and usability are keeping the CRM market dynamic and competitive, as evidenced by the Nucleus Research CRM Value Matrix for the second half of 2014. The Matrix, which rates CRM providers on the two key factors that drive positive return on investment – usability and functionality – is marked by changes driven by both acquisition and organic investment.

On the technology front, all vendors in the leader quadrant have made significant investments in user interface and usability in the past 12 months in one or all three of the core CRM pillars of marketing, sales, and customer service. Key functionality areas for investment include embedded analytics and mobile application frameworks for both internal and customer-facing applications.

“Continued focus on marketing automation and making social listening and collaboration mainstream have helped leaders differentiate in the Value Matrix. We expect analytics and expanded mobile capabilities to become increasingly important for competitiveness in the near future,” said Anne Moxie, analyst, Nucleus Research.

The Value Matrix, measuring positive return on investment through usability and functionality, notes an upward trend in CRM offerings that are driven by both organic investment and through acquisitions that bolsters current product offerings. Investment has largely targeted one, two or all three of the core CRM pillars of marketing, sales, and customer service over the past twelve months.

“CRM continues to be a highly competitive space, with a broad diversity of price points and functionality levels across sales, service, and marketing,” said Rebecca Wettemann, vice president, Nucleus Research. “However, vendors across the Matrix must continue to invest in usability to satisfy customer demands. Infor's move into the Leaders Quadrant and other significant shifts show this is still a very dynamic and competitive market.”

The full Report is available at www.NucleusResearch.com

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based technology research and advisory services that provide real-world insight into maximizing technology value. For more information, visit NucleusResearch.com or follow us on Twitter @NucleusResearch.

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