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RESEARCH NOTE

TECHNOLOGY VALUE MATRIX SECOND HALF 2013

CRM

T HE BO TTOM LI NE
CRM continues to be a hotly-contested market, as vendors battle for prospects second
and third-generation CRM investments in larger enterprises and broader adoption in the
small and midsized business market. While the general trend has been to add more
features to products, leading vendors are moving beyond point-to-point feature parity to
balance usability with the addition of key productivity features. This Value Matrix
evaluates current vendors ability to deliver value based on usability and functionality and
projects 6-month trends for each vendor.

The CRM Value Matrix covers both on-premise and cloud vendors in the market delivering
core capabilities in the three pillars of CRM: sales, marketing, and customer service. Many
vendors spent the first half of the year making and integrating acquisitions in the social
and marketing space and enhancing their mobile platform capabilities. While this activity
continues in the second half of 2013, other market activities signaling an increasingly
competitive marketplace include:

Significant new usability releases from a number of vendors. Both small and large
vendors unveiled the results of their investment in improved user interface design, for
desktop, smartphone, and tablet CRM.

A growing presence of emerging players in the North American and European market.
This Value Matrix includes a number of vendors, predominantly non-US based, that
were below the radar of previous editions of the Matrix.

Increasing investor interest in the sector. A number of privately-held vendors in the

Matrix announced additional rounds of investment or IPO plans, showing the markets
belief that there is still significant opportunity for growth and competition in CRM.

Increased vendor focus on competitive switchouts. With many large enterprises

looking at their second or third generation CRM deployment or an reimplementationlike upgrade, and smaller firms adopting cloud solutions with lower switching costs,
switchouts in the market are rampant making customer satisfaction an important
moving target.

Download the CRM

ROI modeling tool

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CRMVALUEMATRIX2H2013

Leader

Facilitator
Infusionsoft

Salesforce.com

Infor Epiphany

SAP Cloud for

Customer

Oracle CRM
OnDemand

Usability

Aplicor
NetSuite
SugarCRM Microsoft
Dynamics CRM
Swiftpage
SalesLogix

BPMonline

Oracle Fusion
CRM

Veeva Systems

Cegedim

Oracle Siebel
CRM

Sage CRM

CRM Next
Maximizer
Software

Zoho

SAP

CoreProvider

NexJ

Expert

Functionality
Competition continues to be strong in the CRM market, with most leaders making significant product
announcements since the last Matrix, and most vendors trending upward and to the right. This Matrix
reflects current positioning as well as an estimate of the trendline based on Nucleus's current view of
products and roadmaps.
The general trend in the market has been to add new functionality to products. However, leading
vendors are moving toward balancing usability with key productivity features instead of point-topoint feature parity. Looking forward, filtering capabilities and guided next-best-action capabilities
across the three pillars, especially sales and marketing, will drive position improvements.

LEADERS
Leaders in this edition of the CRM Value Matrix include Cegedim, Microsoft Dynamics
CRM, Oracle CRM On Demand, Oracle Fusion CRM, Salesforce.com, and Veeva Systems.
CEGEDIM
Cegedim provides industry-specific CRM for life sciences, health care companies and
professionals, and insurance companies. Cegedim moved into the Leaders Quadrant in
this edition of the Value Matrix based on the continued investments Cegedim has made in
usability and functionality as well as integration. Nucleus recently undertook an in-depth
review of the latest version of Cegedims mobile client, Mobile Intelligence 9, which was
released in April 2013, and found:

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Advancements in Cegedims closed loop marketing (CLM) functionality for

interactions with health care professionals including self-adapting content, customer
profiling and segmentation capabilities, and collaborative tools for coordinating
messaging between marketing, medical, and other team users, driving greater
usability.

Integration with Cegedim OneKey Digital, a syndicated database of health care

professionals that monitors their social media presence and verifies them against the
OneKey master reference database, so companies can create new customer
segmentation models and increased market knowledge based on ongoing social
media activity.

Integration with AggregateSpend360 to enable proactive visibility of health care

professional promotional spend thresholds before exceeding limitations.

New life sciences contact center functionality to support multichannel strategies and
enrich a 360-degree view of a customer.

MICROSOFT DYNAMICS CRM

Microsoft Dynamics CRM continues to hang on in the Leaders Quadrant. In recent
conversations with Dynamics CRM users, Nucleus found the flexibility driven by the
configuration and custom application development capabilities of XRM, the availability of
different cloud and on-premise deployment options, and industry-specific functionality in
areas like government (Nucleus Research n135 Guidebook Microsoft Dynamics CRM for
Government, September 2013) were common reasons for selecting Dynamics over
competitors.
Along with new functionality, in July Microsoft announced new pricing and support
options for Dynamics CRM customers planned for this fall. The tiered pricing and support
options, as well as alignment of cloud and on-premise pricing will make it easier for
customers to evaluate the ROI of different deployment options. The main advances in
Dynamics CRM 2013 and Microsoft Dynamics CRM Online Fall 13 (both scheduled for fall
availability) include:

A redesigned user experience with a more intuitive interface

Integration with MarketingPilot
New mobile client applications on iPad and Windows 8 tablets (Microsoft said it plans
new touch-optimized mobile support for Windows 8 phones, iPhones, and Android
phones later in the fall)

Integration of Lync, Skype, and Yammer with CRM.

Nucleus will be closely watching as these capabilities are released and adopted, as they are
likely to have quite an impact on both Microsofts usability and functionality positioning in
future editions of the Value Matrix. Nucleus will also be watching how the pending Nokia
acquisition impacts Microsofts investment in support of multiple mobile device platforms.
Limited support for a broad range of devices has handicapped Microsofts positioning in
the past.

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Few vendors give companies the option of buying anything other than per-seat CRM
licenses or subscriptions today, meaning companies must either pony up for full-feature
licenses that are underutilized or find another means to expose CRM data to casual users.
Offering tiers of use will help Microsoft to drive broader adoption of occasional CRM users
in existing accounts, driving stickiness. It will also help drive adoption of Dynamics CRM as
a custom application platform (Nucleus Research n102 Microsoft announces new
Dynamics CRM pricing and support options, July 2013).
ORACLE CRM ON DEMAND
Oracle announced Oracle CRM On Demand Release 23, released in summer 2013, which
reflected Oracles continued investment in the applications primary focus on the life
sciences industry. A key focus has been enhancements in Oracle CRM On Demand
Disconnected Mobile Sales for Tablets, a separately licensed native iPad application that
complements CRM On Demands Life Sciences Edition, and CRM On Demand Connected
Mobile Sales (also licensed separately) with native applications for iPhone and BlackBerry
devices. Android and SSO support has recently been announced as well. Other advances
in Release 23 included:

Life sciences industry functionality, including incremental enhancements to personal

content delivery and record locking.

The capability to configure Disconnected Mobile Sales to integrate with CRM On

Demands automated call submission process so sales reps can view the running
sample inventory count during a call; reconcile sample disbursements against actual
physical sample inventory; and add, update, or remove promotional items on
completed calls.

Integration with Microsoft Outlook so users can manage CRM On Demand

appointments, activities, and opportunities directly within Outlook.

Support for the latest versions of Google Chrome, Firefox, and Android.
On the social front, the ability to create a Service Request from a social post, follow up
with that post through the relevant social media channel, store the full interaction,
and create social profiles for customers automatically based on new social
interactions.

Oracle has continued to lead with Oracle Fusion CRM Sales Cloud in most market
opportunities outside of the life sciences. In June 2013, Oracle and Salesforce.com
announced a strategic partnership by which Oracle would integrate Salesforce.com with
the Oracle Fusion HCM Cloud and Financial Cloud, which created some confusion in the
marketplace, particularly where CRM On Demand and Salesforce.com are clear
competitors. Nucleus expects this confusion, as well as the very targeted focus for future
CRM On Demand functionality will diminish On Demands ability to compete on
functionality and usability in other vertical markets.

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ORACLE FUSION CRM

Oracle has continued to evolve its messaging around Fusion CRM, given both organic
product development and investment and acquisitions. Most of Oracles initial organic
Fusion CRM has been focused on sales, which Oracle has now renamed Oracle Sales
Cloud; Eloqua and RightNow, respectively, are increasingly being marketed as Oracle
Marketing Cloud and Oracle Service Cloud. Based on these internal changes as well as the
shortlist evaluations Nucleus has seen from customers in the marketplace, Nucleus is
including the capabilities of Oracle Eloqua and Oracle RightNow Service Cloud (and their
related integrated acquisitions) as part of its overall ranking of Oracle Fusion CRM (much
as Nucleus has included other integrated acquisitions in the overall CRM ranking of other
competitive vendors).
The Oracle Sales Cloud includes capabilities for incentive compensation, quota
management, sales catalog management, territory management, and partner relationship
management. Key differentiators for the Sales Cloud include Microsoft Outlook
integration, support for most smartphone and tablet devices, integrated analytics, and
marketing and social capability integration.
Oracle recently announced a new release of Oracle RightNow Cloud Service (Nucleus
Research n119 Oracle announces new version of Oracle RightNow Cloud Service, August
2013), with a number of new features and improvements across multiple areas including:

Integration of RightNow Cloud Service with the ATG Web Commerce Agent Console,
to give agents one unified console through which they can assist online shoppers and
complete support tasks.

New mobile agent application features including more customization capabilities,

better access to historical information, improved supervisor administration, and
support for more languages.

Analytics enhancements that enable users to quickly see which reports are being used
and the impact of modifying or deleting specific reports.

Service feature improvements including knowledge syndication, tools for community

managers, and auto-tuning capabilities for the knowledge base.

Improved policy management features for ensuring consistent rollout of policiesbased service information in regulated environments and reduce manual updating
time and cost.

In March 2013, Oracle announced Oracle Social Relationship Management, which is preintegrated with Oracle Fusion CRM Sales Cloud and Service Cloud and integrates Oracle
Vitrue, Collective Intellect, and Involver. This combines social marketing, engagement, and
monitoring into one platform so companies can listen, create, and publish content, and
engage customers and analyze interactions across multiple social channels in real time.

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SALESFORCE.COM
Salesforce.com continues to maintain its dominant position in the marketplace with an
ongoing stream of acquisitions, organic product developments, and deeper integration of
existing acquisitions. It is important to note that much of Veeva Systems (also a leader in
this Matrix) application capabilities are built on the Salesforce Force.com platform.
With its last earnings announcement, Salesforce.com announced it was projecting its first
billion dollar quarter (Nucleus Research n130 Salesforce announces plans for $1 billion
quarter, August 2013). Although company revenues are not a consideration factor in this
Value Matrix, obviously the availability of funds for research and development and the
ability to deliver more value to customers depend on company resources.
Other significant announcements since the last edition of the Value Matrix include:

In September, Salesforce.com announced Salesforce Files, which enables Salesforce

users to connect any file from a third-party repository such as Microsoft SharePoint,
Dropbox, or Google Drive to Salesforce. The addition of third-party file support to
Salesforces existing capabilities will drive greater productivity and content sharing
while making content from less-professional-grade content clouds more secure
(Nucleus Research n133 Salesforce announces Salesforce Files, September 2013). The
most compelling piece here continues to be the dynamic nature of Files. Because the
content is linked to particular business processes and conversations, theres no need
to devote admin or IT resources to culling, reorganizing, or managing versions of
documents and all users can spend more time in productive work. Files is
scheduled to be available in the spring.

Salesforce.com announced plans to acquire ExactTarget on June 4. The largest

acquisition by far Salesforce.com has ever made, this gave Salesforce.com a
functionality boost in business-to-business, e-mail, and mobile marketing capabilities.
It also gave the company an expanded customer base, new capabilities to sell to its
existing customers, and more service and thought leadership capabilities to
differentiate its CRM offering. From a functionality perspective it extended
Salesforce.coms marketing cloud capabilities, both with e-mail marketing (through
ExactTarget) and with a broader set of tools for midmarket companies (with Pardot)
(Nucleus Research n91 Salesforce.com acquires ExactTarget, June 2013).

Nucleus has had an advance view of the Salesforce Winter 14 release, which is scheduled
to deliver additional capabilities that leverage Salesforces existing investments in mobile
and social capabilities, especially mobile device access for Chatter. Nucleus has also had
the opportunity to analyze the experiences of a number of customers who have used
Salesforce Social.com, BuddyMedia, and Radian6 capabilities to gain efficiencies while
engaging customers (Nucleus Research n105, Selling social CRM to the CFO, July 2013).

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VEEVA SYSTEMS
Veeva Systems is a relatively new player in the Leaders Quadrant. The company
exclusively targets life sciences companies and its highly customized CRM capabilities are
built on the Salesforce Force.com platform, meaning that Veeva is able to take advantage
of both its own organic investment and the investments of Salesforce.com in its platform
to deliver more value to customers.
Since the last edition of the Value Matrix, key product announcements from Veeva have
included:

New surveys and assessments functionality allows users to develop surveys and
execute them online or by representatives in the field. Responses can be collected via
multiple channels, enabling customers to more rapidly capture and analyze aggregate
data and quickly act upon it.

New features in Veevas promotional materials management system make it easier for
users to review and annotate promotional content such as videos.

Approved E-mail ensures regulatory compliant e-mail communication between sales

reps and healthcare providers, that data and information shared with customers is the
most current, and that all e-mail interactions can be tracked for greater visibility and
auditability.

On September 11, Veeva filed to raise up to $150 million in an initial public offering of its
common stock on the New York Stock Exchange. Veevas aligment with Salesforce.com
and relatively strong track record of customer wins for a young company bode well for its
IPO; obviously increased investment will give Veeva greater resources to invest in product
development (as well as other areas).

E XP ERT S
Experts in this edition of the Value Matrix include NexJ, Oracle Siebel CRM, and SAP.
NEXJ
Toronto-based NexJ provides CRM solutions for the financial services, insurance, and
health care industries. NexJs approach is to integrate customer and transaction
information from multiple applications and data sources into an integrated desktop that
provides a complete view of customer interactions and increases the knowledgeability and
productivity of CRM users.
ORACLE SIEBEL CRM
Oracle Siebel CRM continues to enjoy an extensive installed base, and Oracle has
continued to make investments in increasing the usability and total cost of ownership of
managing Siebel applications.

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In April, Oracle released the latest version of Oracle Siebel Loyalty Management to help
companies develop differentiated loyalty strategies with built-in best practice capabilities,
theme-based clubs, a graphical promotion designer and recurring awards. The release
also included integration with Oracle applications including Collective Intellect, Vitrue,
Involver, ATG, and Oracle Knowledge.
However, the lack of new customer wins compared to the acquisition pace of other
competitors and the fact that Nucleus has seen an increasing number of customers
consider third-party maintenance suggests that Oracle will continue to balance delivering
on the demands of existing Siebel customers while driving customers to consider Fusion
CRMs capabilities.
SAP
The deep industry-specific capabilities of SAPs on-premise CRM offering, as well as its
marketing, sales, and service capabilities, have earned it a solid position in the Experts
Quadrant. Nucleus has seen many existing SAP CRM customers take advantage of SAP
HANA to better integrate and analyze multiple sources of customer data. However,
Nucleus has seen few net new customers for SAPs maturing on-premise CRM
applications, with most of SAPs investment and energy focused on SAPs cloud-based
CRM solutions.

F A CI L IT ATO RS
Facilitators in this edition of the Value Matrix include Aplicor, Infor Epiphany, InfusionSoft,
NetSuite, SAP Cloud, and Sugar CRM.
APLICOR
Aplicors Cloud Suite provides CRM and business management capabilities for mid-sized
businesses to support marketing, sales, service, order management, inventory
management, and financial management. Aplicors star appeared to be rising a few years
ago as a provider that could provide both strong configurable CRM capabilities and
integrated financial and order management capabilities. However, as NetSuite and
Microsoft have gained momentum and other players at the low end of the market such as
Infusionsoft have gained both customer momentum and partner bench strength, Nucleus
expects Aplicor will face increasing challenges.
INFOR EPIPHANY
Infor Epiphany is the only provider in this Matrix that is focusing more on offerings for
marketing than for sales and service; thus its position as a Facilitator and not a Leader in
the Matrix. However, Epiphany is included in the Matrix for two main reasons:

Infors investment in user design and usability that place Epiphany at the top of the
usability ratings.

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Epiphanys Customer Interaction Hub is increasingly integrating transaction data from

other CRM systems, and delivering information for decision making to the desktop for
users beyond marketing.

In August, Infor announced Epiphany Digital Multi-channel Marketing Solutions 10.0.3,

which provides a native Hadoop connection, an improved user interface, and Ming.le for
social collaboration. Although Epiphany has always been strong in its ability to handle
multiple channels, this release drives greater user productivity and more rapid execution
on diverse and large data inputs. It will also be available in the cloud, providing customers
with more cost-effective deployment options (Nucleus Research n117 Infor announces
new version of Epiphany, August 2013).
INFUSIONSOFT
Infusionsofts focus in on helping small businesses attract, grow, and build customer
relationships. An intuitive and easy-to-use application that provides CRM, marketing
automation, and e-commerce capabilities within one user interface, Infusionsoft
recognizes that in many small businesses users have to wear many different hats.
Building on a significant investment by Goldman Sachs in the beginning of 2013,
Infusionsoft has continued to grow its customer base as well as its partner network of
experts that provide both thought leadership and vertical expertise for small businesses.
The company released its Spring release in March with social marketing features, pre-built
campaigns, in-application training, and other capabilities to help its customers accelerate
time to value from their Infusionsoft investment.
NETSUITE
NetSuite continues to maintain a strong position as a Facilitator in the Matrix. The reality
is that few, if any, customers choose NetSuite if they are only looking for CRM. Companies
primarily choose NetSuite because its single database approach that integrates CRM
functionality with order management, financial management, inventory management, and
e-commerce, which drives broader benefits across the business. NetSuite has continued
to improve its core CRM capabilities while expanding its broader business suite
functionality.
SAP CLOUD FOR CUSTOMER
SAP Cloud for Customer (formerly named SAP CRM On Demand) includes Cloud for Sales,
Cloud for Service, and Cloud for Social Engagement, as well as social collaboration, social
media analytics, and marketing capabilities powered by SAP HANA. SAP is continuing to
build out functionality in key areas, but is also focused on usability with ERP integration,
support for mobile devices, and Microsoft Outlook integration as key selling points to help
sales users, for example, be more productive more quickly.

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Compared to its cloud competitors, SAP has been relatively quiet in touting the
advantages and capabilities of the SAP Cloud CRM solutions. However, given SAPs strong
customer installed base and the need of many of those customers to adopt cloud CRM
functionality to replace existing solutions or address new CRM needs, continued
innovation, particularly around HANA (Nucleus Research n84 SAP HANA and Data
Services ROI case study SAP, May 2013), make SAP a force to be watched in the CRM
marketplace.
SUGARCRM
SugarCRM is an open source-based CRM application. It is available in four editions: Sugar
Professional, Sugar Corporate (which includes Sugars offline mobile client), Sugar
Enterprise, and Sugar Ultimate. In April, SugarCRM previewed Sugar 7, designed to help
companies better understand the needs of individual customers, empower users across
the organization to engage successfully with customers, and deliver a consistent
experience for both customers and users.
In August, SugarCRM announced the completion of a $40 million equity investment by
Goldman Sachs & Co., which it plans to use to further expand its global reach and increase
engineering investment in its products (Nucleus Research n118 - Sugar raises $40 million,
August 2013). Nucleus expects this investment will help SugarCRM accelerate its
development capabilities as well as its ability to attract new customers, and will be
watching closely as version 7 is rolled out and adopted.

CORE PROVIDERS
Core providers in this edition of the Value Matrix include BPM Online, CRMNext,
Maximizer Software, Sage CRM, Swiftpage SalesLogix, and Zoho.
BPMONLINE
UK-based BPMonline differentiates its CRM offering based on its powerful business
process designer and business process management capabilities, as well as its consumergrade user interface. In June, the company released BPMonline CRM 7.0 based on the
companys latest BPM platform. This release represented a significant investment in
creating a more intuitive user interface, reflecting the companys recognition of the
consumerization of IT. In looking at the application, Nucleus found that it was fairly
intuitive for users to design and change business process workflows. Although the
application supports smartphones and tablets, today the mobile versions are virtually the
same as the desktop application, which limits users ability to take advantage of the
specific form factors of smartphones and tablet devices. However, Nucleus expects
competitive pressure and customer feedback will likely drive BPMonline to reconsider this
strategy.

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CRMNEXT
CRMnext provides sales management, service management, marketing management,
knowledge management, social CRM, and reporting and analytics with industry-specific
functionality for 11 verticals including banking, insurance, financial services,
pharmaceuticals, media, and telecommunications. CRMnext provides both public and
private cloud delivery options using the same code base. Other capabilities of CRMnext
include:

The BusinessNext platform supports custom application development with pre-built

core applications including Intelligence Studio for BI, Campaign Manager, Process
Management, and Statistics Server for statistical modeling.

A Web service interface supports integration with different systems, with specific
capabilities to support e-mail client and Outlook integration and integration with inhouse applications and data warehouses.

The Mobility platform enables customers to build their own custom mobile
applications and also supports short code management for providing CRM updates
via SMS.

In the spring, CRMnext announced several product enhancements including advanced

mailing list functionality and advanced merge rules and data deduplication capabilities.
Although its parent company, Acidaes, was founded in 2002, CRMnext has largely flown
below the radar in the North American and European markets. This is CRMnexts first
appearance in the Value Matrix and Nucleus will continue to evaluate its positioning as the
company seeks to extend its penetration beyond Asian markets.
MAXIMIZER SOFTWARE
Maximizer Software provides CRM predominantly for small and medium-sized businesses
and positions itself as a full-featured application at a very competitive price point. The
application is offered both on premise and in the cloud and is available in three versions:
Maximizer CRM Group for one to 10 users with core functionality; CRM Enterprise which
includes features including offline access, territory management, and quota management;
and CRM Cloud.
On June 25, Maximizer announced a partnership with Hubspot, to integrate Hubspots
inbound social marketing software capabilities with Maximizer and streamline the flow of
leads through the qualification and nurturing process. The partnership also includes a
referral agreement, which will enable Maximizer to take advantage of HubSpots sales
presence and customer footprint.
On July 9, Maximizer announced availability of Maximizer 12 Summer 2013 with support
for on-premise, public, and private cloud delivery options. Other features of the version
include enhanced search capabilities, support for more contextual activities, and new userdefined field configuration and rule-base mandatory fields for directed processes, all of
which are designed to increase usability and productivity while driving consistency across

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processes. Maximizer also announced improved e-mail marketing and targeting

capabilities and improvements to Web accessibility functions that can be optimized for
smartphones and tablets.
SAGE CRM
Sage provides a CRM solution which is optimized for small and medium-sized businesses.
In analyzing the experience of customers, Nucleus has found that the competitive price
point, ease of configuration, and relatively seamless integration with Microsoft Outlook
and SharePoint are key reasons why customers choose Sage over competitors (Nucleus
Research n103 Sage CRM benefit case study Anonymous, July 2013).
In an increasingly noisy CRM marketplace, Sage has often been somewhat quiet about its
capabilities. That, and the changes in Sages CRM portfolio, have driven many emerging
players to campaign against the Sage installed base, particularly in cases where companies
did significant customizations and are not on the latest version of the software. Nucleus is
seeing Sage less frequently on competitive shortlists than it did a few years ago; from a
purely marketing perspective it would behoove Sage to be more vocal about new
customer wins and, in particular, the product strengths that drive customers to choose
Sage.
SWIFTPAGE SALESLOGIX
Swiftpage completed its acquisition of SalesLogix from Sage in March 2013 and has
undertaken a pretty significant rebranding effort, focusing on usability, flexibility, and
managing customer relationships as key marketing points. Today, SalesLogix capabilities
include:

Multiple deployment and financing options including cloud, on premise, and hybrid.
Support for Android, iPhone, iPad, BlackBerry, and other mobile devices at no
additional charge.

The ability to integrate with other business management applications, desktop

productivity tools, Web services, and social media.

The ability to configure and customize SalesLogix to meet specific business needs and
drive greater productivity.

In June, Swiftpage announced a new version of its software for mobile users, compatible
with the latest HTML5-based Android, iOS, Blackberry, and Windows phones. Features
include full mobile attachment support including camera support, an activities view to help
users track tasks, mobile search capabilities, a global menu for rapidly finding information,
and multi-currency support.
New capabilities, Swiftpages breadth and depth in social and digital marketing solutions,
and the companys partner strategy bode well for SalesLogix; however, Swiftpage still has
to do some catching up to show how its acquired software and investment delivers more
attractive value for customers than the old SalesLogix.

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ZOHO
Zoho continues to compete at the low end of the market for customers that are seeking
core CRM functionality at a very aggressive price point. Key announcements adding to
Zohos capabilities since the last edition of the Matrix include:

Zoho Pulse (a private social network for business collaboration) and Zoho Vault, an
online password and credentials manager, launched in May.

Zoho Survey, launched in July, to help users create online surveys and collect
feedback.

Integration of Zoho Docs with Dropbox, so users can synchronize all of their Zoho
docs files across all their devices with Dropbox.

Over the years, Zoho has launched significant functionality outside the CRM space
including tools for project management, recruiting, sites, productivity applications, and the
like. However, Nucleus has found that Zoho CRM customers often face significant
usability challenges without making an investment in streamlining the application and
configuring it to meet their specific CRM needs. As such, Zoho is priced as a commodity
player in the market and will likely fall in future usability rankings in the Matrix without a
greater investment in user interface and more intuitive tools for streamlining the
application.

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