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DEFINITION of 'Generation Gap'
The differences found between members of different generations. More specifically, a generation gap can be used to describe the differences in actions, beliefs, tastes, etc. between members of younger generations when compared to members of older generations. While generation gaps have been prevalent throughout all periods of history, the width (differences) of these gaps have widened in the 20th and 21st centuries.
INVESTOPEDIA EXPLAINS 'Generation Gap'
Generation gaps play a big role in business, as companies must find a way to balance the needs and views of individuals from differing age groups (not to mention diferents sexes, races and cultures). Also, these businesses must be aware of the changing demographics of their client base, as gender gaps can have drastic effects on not only their business but the overall business cycle as well.
Business CycleThe fluctuations in economic activity that an economy experiences ...
The Greatest GenerationA term coined by onetime NBC Nightly News anchor Tom Brokaw to ...
RecessionA significant decline in activity across the economy, lasting ...
BoomA period of time during which sales of a product or business ...
Cyclical IndustryA type of an industry that is sensitive to the business cycle, ...
Baby BoomerA person who was born between 1946 and 1964. The baby boomer ...
How do you conduct effective social responsibility training?One way to provide employees with effective social responsibility training is to base training sessions on resources offered ... Read Full Answer >>
Why is social responsibility important to a business?Social responsibility is important to a business because it demonstrates to both consumers and the media that the company ... Read Full Answer >>
How important are business ethics in running a profitable business?A number of factors play a part in making a business profitable, including expert management teams, dedicated and productive ... Read Full Answer >>
What advice does Howard Schultz offer would-be business moguls?Starbucks CEO, billionaire and former sports tycoon Howard Schultz has several pieces of advice for would-be moguls and, ... Read Full Answer >>
How does brand image and marketing affect market share?A company's marketing efforts have a direct impact on sales and market share, but they are not the only factors that influence ... Read Full Answer >>
What is Tim Cook's managerial style?Tim Cook's managerial style could be broadly defined as democratic. Rather than standing in complete contrast to former Apple ... Read Full Answer >>
The Generation GapStudies suggest that young workers may not be able to retire comfortably - or at all.
Personal Finance
Demographic Trends And The Implications For InvestmentSee how people's movements, ages, deaths and buying patterns affect portfolios worldwide.
Generational Marketing: Harvest The Whole Family TreeAttract new clients by tailoring your message to specific age groups.
Boomers: Twisting The Retirement MindsetThis generation must take a whole new approach to post-work planning.
What are Deliverables?Deliverables is a project management term describing an object or function that must be provided or completed by a certain due date.
Stock Analysis
Are These America's 5 Best CEOs?Do great leaders lead to great investment opportunities? Here's a few to consider.
What Does Corporate Finance Do?Corporate finance is the subset of finance that involves how corporations use leverage to fund their operations and capital purchases.
What Does a Chief Operating Officer (COO) Do?The Chief Operating Officer (COO) is usually considered the second-in-command at most corporations.
What's the Verdict on START-UP NY?START-UP NY is an initiative designed to attract companies to New York State by giving them 10 years of tax breaks. Sounds good, but is it a success?
Understanding Operations ManagementOperations management is concerned with converting materials and labor into goods and services as efficiently as possible to maximize profits.


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Updated 04/09/2014
If local restaurants were judged solely by the beauty of their courtyards, Broussard's would certainly be a standout—but the food here is also outstanding. Expect dishes like blackened crab cakes with Creole mustard sauce; pecan-crusted jumbo Gulf shrimp; and slow-roasted half pheasant—you won't forget your meal anytime soon. Fight the good fight for an outdoor table, and don't skip dessert, the lemon Napoleon is plate-licking good. A three-course Sunday brunch features live jazz.
819 Conti St., New Orleans, Louisiana, 70112, United States
Website: www.broussards.com
Restaurant Details:
Updated 04/09/2014
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January 14, 2014
East and West views of Monday's sunset create a backdrop for the St. Patrick Catholic Church steeple. Looking east the moon shines mistily through a slight haze, while in the west the sky was a blaze of color.
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Tatiana M Model
PeeJaysPhotographer Male Charlotte, North Carolina, US My MM URL: http://www.modelmayhem.com/PeeJays
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About MeThank you for taking a look! I am Jay, a photographer and retoucher with experience using photoshop and other editing tools commercially since the mid 1990's and moved into photography in the new millennium. I have shot runway and fashion events both with video and still shots but my favorite work is with non-runway model shoots.
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Small blaze shuts down Main StreetFebruary 03,2013
Montpelier blaze
closes Main Street
MONTPELIER Lots of smoke and a little bit of fire shut down a portion of Main Street on Saturday evening as firefighters prevented a small blaze from spreading through a century-old home.
The incident began shortly after 5 p.m. when a passerby alerted homeowner Stan Brinkerhoff that thick smoke was billowing from the first floor of his three-story home at 188 Main St.
Brinkerhoff called Montpelier firefighters, who quickly extinguished a small fire in a first-floor storage area.
A singed mattress and a charred pile of clothing in the front yard were the only visible signs of damage from outside, though Brinkerhoff and two tenants living in an attached apartment made plans to stay elsewhere for the night due to a lingering smell of smoke.
Brinkerhoff said the home is insured.
Lt. Jake Larrabee of the Montpelier Fire Department said the fire was small but hot, and produced heavy smoke. He said the cause is undetermined, and Vermont State Police investigators will examine the scene this morning to try to determine what happened.
A fire crew from Barre City joined Montpelier firefighters at the scene.
Main Street was blocked off between North and Loomis streets for about two hours.
Staff reportMORE IN This Just InBERLIN A 42-year-old Barre City man was arrested for disorderly conduct on June 27, police said. Full StoryBERLIN On Friday, Jacob Colbeth, 20, of Barre, was cited into court for operating a vehicle at... Full StoryBROOKFIELD A car was totaled and two people sustained minor injuries in an accident on Route 14... Full Story
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GMC Sierra 2500 Problem Report
GMC Sierra 2500 Parking Brake Does Not Hold Due to Worn Parking Brake Shoes
(6 reports)
Units with 4 wheel disk brakes may develop at situation where the park brake does not hold as it should. Our technicians tell us this can be caused by worn park brake shoes located inside the drum section of the rear brake disks. The worn shoes should be replaced and properly adjusted to correct this issue.
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I have 1990 GMC sierra 2500. i need to find out if it has abs brakes for axle replacement.
The anti-lock brake system (ABS) pump may stay running after the ignition is turned off causing...


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Staten Island Traffic & TransportationTraffic updates, driving conditions & mass transit news
Get inside:
Browse by month:
Bayonne Bridge to stay open for Fourth of July weekend
By Vincent Barone | firstname.lastname@example.com
July 03, 2015, 10:34AM
The Bayonne Bridge will remain open for the entire Fourth of July holiday weekend. Full story »
Milling and paving scheduled for Hylan Boulevard and Bay Street next week
By Vincent Barone | email@example.com
July 03, 2015, 8:40AM
Beginning Monday, July 6, the Department of Transportation will have night crews out milling Hylan Boulevard and paving Bay Street. Full story »
Hylan Boulevard overpass construction to begin July 7
By Vincent Barone | firstname.lastname@example.com
July 02, 2015, 12:11PM
With two gaping holes found in the roads of Hylan Boulevard's overpasses, the state will resume its deck replacement project next week. Full story »
Fourth of July travel: Road closures, transit service
By Vincent Barone | firstname.lastname@example.com
June 30, 2015, 1:17PM
Between parade routes and "early getaway" mass transit service, here's the breakdown for transit changes for the Fourth of July holiday held on Saturday. Full story »
Bus lane camera program extended after Senate vote
By Vincent Barone | firstname.lastname@example.com
June 27, 2015, 1:15PM
In the final hours of a grueling, marathon session in Albany, the Senate voted 48-11 to pass the bill that will extend the program for another five years and allow the city to install cameras at ten additional Select Bus Service (SBS) lanes. Full story »
Senate only confirms 1 of 5 MTA board appointees during marathon session
By Vincent Barone | email@example.com
June 26, 2015, 3:20PM
The Senate only confirmed one of five appointees the Metropolitan Transportation Authority during the extended legislative session that ended late Thursday night. Full story »
Paving project to cause lane closures on Staten Island Expressway
By Vincent Barone | email@example.com
June 25, 2015, 11:05AM
The state will begin closing lanes along the Staten Island Expressway on Friday, June 26, for planned weeknight road paving. Full story »
Mayor defends Right of Way law as Senate passes bus driver exception
By Vincent Barone | firstname.lastname@example.com
June 24, 2015, 6:16PM
The Senate voted 54-6 on Tuesday to pass legislation that would exempt bus, taxi and livery drivers who violate the Right of Way law -- a Vision Zero measure passed in 2014 that provides a criminal misdemeanor to any driver who strikes a pedestrian or cyclist who has the right of way to cross a street. Full story »
MTA names new head of Staten Island Railway
By Vincent Barone | email@example.com
June 24, 2015, 10:40AM
Douglas Connett, a 30-year veteran with the MTA, was named the Vice President and Chief Officer of the railway on Thursday, June 18, according to an internal memo that the MTA had provided to the Advance. Full story »
Here's where red light cameras are snagging Island drivers
By Vincent Barone | firstname.lastname@example.com
June 22, 2015, 6:00AM
Island red light cameras have caught about 41,334 motorists running red lights during a 15-month period, from March 28, 2013, to June 30, 2014, according to the most recent Police Department summons data. Full story »
Port Authority cop cuffs restaurant workers who zapped customer with Taser, cops say
By Zak Koeske | email@example.com
June 19, 2015, 11:49AM
A Port Authority cop from Staten Island egg-rolled a pair of taser-wielding Chinese restaurant workers who attacked an unhappy customer near the Port Authority Bus Terminal in Midtown Manhattan Wednesday night, PAPD spokesman Joseph Pentangelo said. Full story »
Bayonne Bridge to remain open this weekend for Father's Day
By Vincent Barone | firstname.lastname@example.com
June 19, 2015, 9:17AM
STATEN ISLAND, N.Y. -- The Bayonne Bridge will be open this weekend, June 20 and 21, to accommodate Father's Day traffic. The bridge will close at 11:59 p.m. Friday, June 19, and reopen at 8 a.m. Saturday, June 20. It will then remain open for the rest of the weekend. The Port Authority's Bayonne Bridge shuttle service, which provides alternate transportation for pedestrians and... Full story »
Milling and paving scheduled for the East and South shores next week
By Vincent Barone | email@example.com
June 19, 2015, 9:00AM
The city will mill arterial roads on the South and East shores next week while paving local streets on the South Shore. Full story »
Transit advocates: Staten Island lost outspoken voice on MTA board
By Vincent Barone | email@example.com
June 18, 2015, 3:31PM
Gov. Andrew Cuomo's decision not to reappoint Allen Cappelli to the MTA board has Staten Island officials and transportation advocates frustrated. Full story »
Bayonne Bridge to close this weekend for construction project
By Vincent Barone | email@example.com
June 12, 2015, 10:32AM
The Bayonne Bridge will be closed Saturday, June 13, until 8 a.m. the following morning to accommodate the "Raise the Roadway" construction project. Full story »
Find out what traffic is like right now:
A special series from the Staten Island Advance shines the spotlight on transportation in S.I.Quick links:
Traffic Staten Island Ferry Transit


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Characters: Prince of Persia (2008)
This page lists and indexes characters that appear in the 2008 Prince of Persia. Luckily, there aren't that many.
open/close all folders
The Heroes
The Prince
The Prince
- "Hey, the next time you want to win your daughter back, you could try giving her a pony. The apocalypse doesn't really cut it."Voiced by Nolan North
- Anti-Hero: A self-admitted thief who really has no interest in any of the supernatural/religious weirdness going on. He's in it because a pretty girl fell out of the sky onto his head and dragged him into it.
- Badass
- Badass Normal: As opposed to Elika, the Prince has no magical powers - just a sword, a pointy glove, and general physical aptitude.
- Being Good Sucks: His general view on things.
- Combat Pragmatist: His pragmatism extends outside of combat to life in general.
- Character Development: Starts out as something of a smirky, griping Jerk Ass, but he gradually softens up throughout the adventure and shows his more caring side.
- Charles Atlas Superpower: The guy is practically super-human given how strong and agile he is.
- Deadpan Snarker: So, so very much.
- Fallen Hero: What he becomes at the end of the game - releasing Ahriman once more to save Elika. At least, this is what she thinks of him.
- Getting Crap Past the Radar: Many of his dialogues fall into this.Prince: Oh, come on, I've helped old ladies home from the market.Elika: If they had attractive daughters.Prince: Yeah. I helped them, too.
- Grave Robbing: His primary trade. He likes to think of it more as "reclaiming abandoned property".
- Handsome Lech: He's been with plenty of women all across Persia. Additionally, if Elika attempts to jump to a ledge he's already on, he'll turn around and grab her hand when she slips. One of his quotes in this situation, when he's looking straight down her blouse, is, "This isn't such a bad view."
- Implausible Fencing Powers
- Jerk with a Heart of Gold
- Le Parkour: To a practically inhuman degree. Totally lampshaded.Elika: We have to cross over there!Prince: Sure, climb on the roof. It's not like gravity ever killed anyone.
- Loveable Rogue
- Mysterious Past
- Nay-Theist: Although when entering the temple at the beginning of the game, it sounds like he's skeptical of Ahriman's existence, he accepts it quickly enough that he was probably skeptical that Ahriman was imprisoned there. As for Ormazd, the Prince doesn't exactly have a high opinion of him. Later on, he states that he doesn't believe in either Ahriman or Ormazd and wonders why it's him in this mess.
- Nice Job Breaking It, Hero: He didn't like the idea that Elika had to die again to seal Ahriman. At all. What does he do? Why, frees him - again - to revive her - again. He justifies this in the hopes of looking for a more permanent solution.
- No Name Given: True of all the Princes, but this game is the first to lampshade it.Elika: I didn't catch your name.Prince: That's because I didn't give it to you.
- Protagonist Without a Past: All we know about the Prince's life before the plot is that he owned a donkey named Farah and it was laden with gold he had somehow acquired earlier.
- Reverse Grip: His standard stance with his scimitar.
- Right Man in the Wrong Place
- Sadistic Choice: Makes one at the end of the game.
- Warrior Prince
- What the Hell, Hero?: A very mellow way of describing Elika's reaction to the choice he made at the end. It takes an entire epilogue for her to barely forgive him.
Princess Elika
- "Gold glitters, but it's what you buy with it that counts."Voiced by Kari Wahlgren
- Action Girl
- Back from the Dead: Twice. The first time, she fell to her death sometime before the game, and the Mourning King made a deal with Ahriman to revive her. The second time, the Prince makes the same choice.
- Badass
- Berserk Button: The Alchemist and the Concubine both happen to be this for her. She considers the Alchemist to be the ultimate traitor, and the Concubine just plain pisses her off.
- Bilingual Bonus: When she casts a spell, she recites the incantation in an old Persian dialect.
- Bottomless Pit Rescue Service: The Prince's specialty is grave robbing and parkour. This is hers.
- Character Development: She starts out as something of detached stoic, but later on take over the Prince's role as the resident Deadpan Snarker.
- Charles Atlas Superpower: Even without her powers, the Prince remarks that she is amazingly athletic and nimble.
- Clothing Damage: The further you get into the game, the more torn up her outfit gets, getting into Bare Your Midriff territory.Prince: That's a nice blouse.
- Deadpan Snarker: This role initially belongs to the Prince, but as the game continues she more or less ends up trumping him in this regard.
- Death Seeker: Careful listening to her dialog will make her sacrifice no surprise.
- Does Not Like Shoes: Elika is perpetually barefoot, her only "footwear" being a single gold anklet. Somewhat averted in two of her alternate costumes (Jade and Prototype Elika) in where she wears boots and a pair of thin sandals though her feet still make an audible "slap" when running on the ground. Played straight with her Farah costume where she is again barefoot and only wearing anklets (despite Farah wearing sandals in her first appearance). This is significant in where she lives, a place covered in hot sands, steep cliffs, and sharp rocks. Her feet are so toughened and calloused that she never gets injured from this, or even bring it up. A little logic plays its part as well, considering what kind of shoes ancient Persian and Arabic royalty wore.◊ It is considerably more practical for her to just toughen up her feet than even attempt to climb or jump anything in those.
- Bare-Feet-First Introduction: Both the game's first teaser trailer and her first in-game scene introduce her feet-first.
- Earthy Barefoot Character: She kinda falls into this trope as well since she can directly interact with the fertile grounds and heal the land from the corruption.
- Escort Mission: Averted, as the developers went to lengths to make sure she didn't feel like a burden.
- Heroic Sacrifice: To seal Ahriman again, she has to die. Thanks to the Prince, this doesn't exactly stick.
- Knight in Sour Armor: A rare female version.
- Le Parkour: She is just as nimble and athletic as the Prince - she's just not as physically strong. She has magic that compensates for that to some extent.
- Made of Iron: See Does Not Like Shoes above.
- Non-Player Companion: To the Prince.
- Royals Who Actually Do Something: Besides helping the Prince save the world, it's implied that this is her general view of royalty; when the Prince asks her what being a princess is like, her answer is, "Tiring."
Ahriman's Forces
Ahriman - The God of Darkness
- "IF YOU WOULD HAVE YOUR WISH... THEN GIVE ME... MINE."Voiced by Catherine Kidd, Kwasi Songui
- The Bad Guy Wins: In the end Ahriman is freed and his prison is destroyed.
- Big Bad
- Badass Boast: Shouts a few of these during his boss fight.Ahriman: You seek to stop me? You seek to stop the sun from setting!
- The Corrupter: Tempts mortals with promises of power or their deepest desires in exchange for becoming his slaves. Not all his victims are unsympathetic, either.
- The Corruption
- Climax Boss
- Dark Is Evil: Though he claims otherwise.
- Deal with the Devil: The whole point of his character.
- Eldritch Abomination
- Foregone Conclusion: He will escape. It's just a matter of when. The Tree of Life holding him at bay is fading. The civilization that guarded him long gone. Even if the Prince had allowed Elika to sacrifice herself, her death would only serve to delay the inevitable.
- God of Evil
- Hannibal Lecture: Starts giving them before the credits and never stops. It eventually gets him freed.
- I Gave My Word: He *will* keep his deals. Sometimes to oddly benevolent levels for the God of Darkness, like leaving The Warrior's people alone.
- Made of Evil
- Not So Different: He tries to pull this on the Prince near the end.Ahriman:Jailer...
What injury have I done to you
That you have not done to me?
- Sealed Evil in a Can: But the Tailor-Made Prison isn't holding together too well these days.
- Voice of the Legion: Speaks with two voices, one male and one female. His voice also has a rumbling echo.
The Hunter
The Hunter
- Voiced by Sebastien Croteau
- Badass
- Blood Knight
- The Caligula: Becoming one of Ahriman's minions didn't change his personality any.
- The Dragon
- Fragile Speedster
- Hunting the Most Dangerous Game: The reason he sold his soul.
- Interface Screw: The Hunter likes to splatter Corruption all over the screen when you fight him.
- The Quiet One: He never speaks - only screeches at times.
- Warrior Prince: An evil one.
The Alchemist
The Alchemist
- "Let me relieve you of all hope."Voiced by Paul Mercier
- Badass: Considered to be the most dangerous of the Corrupted.
- Dangerously Genre Savvy: He attempts to destroy one of the Fertile Grounds to prematurely free Ahriman. The Prince and Elika purify it before he can, but points for trying.
- Evil Genius
- For Science!
- Immortality
- Soft-Spoken Sadist
- Strapped to an Operating Table: What he eventually did to his fellow Ahura for knowledge.
The Concubine
The Concubine
- "Welcome to the ball, honored guests. ...Shall we begin the dance?"Voiced by Lucinda Davis
- Cultured Badass
- Dark Action Girl
- The Dark Chick
- Little Bit Beastly: Very subtly. It's never brought up, but she has a tail and three-toed, digitigrade feet.
- Master of Illusion
- Smug Snake
- The Tease
The Warrior
The WarriorA wise and gentle king who once reigned over a peaceful land, until his kingdom was mercilessly attacked by a powerful and cruel enemy. Having no other choice, the Warrior made a deal with Ahriman to obtain great power so he could protect his people. After he drove away the attackers, he realized that he was tainted by war and could no longer return to his peaceful people, so he devoted himself to Ahriman. He has been a servant for so long that he retains none of his originally kind nature, but Elika still believes that there is goodness left inside him somewhere.
- Anti-Villain: The only reason he accepted Ahriman's offer was to save his people. And even after that, he's still not exactly evil.
- Badass
- The Big Guy
- The Brute
- Fallen Hero
- The Quiet One
- Nigh Invulnerable: Only Elika's magic can inflict any damage. And the only way to defeat him is to drop him.
- Ring Out Boss: Type 1.
The Mourning King
The Mourning King
- "You know what it is that I ask!"Voiced by Fred Tatasciore
- Anti-Villain
- Body Horror: The way the Corruption gradually takes over his body.
- Nice Job Breaking It, King!
- Sixth Ranger
- Unwitting Pawn
- Warrior King


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Wondering what you will be doing with your kids this April vacation? Register them for the Minuteman Community Education's April Vacation programs! Our programs are available to students in gra...
We will learn how to start and care for plants, harvest veggies, herbs, & flowers from the ground and raised garden beds.
Growing Gardens runs July 6-17 from 8:30-11:30 am for grades 1-4.


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Our trailers don't often come back onto the market, a fact that makes us proud as our customers tend to hang onto them.
However, with the new models now launched, we do expect some people to upgrade or change their camping lifestyle.
And from time to time we put our demonstrator models for sale onto the market. These units have been fully serviced by our engineers and are sold with a warranty.
Current Pre-owned or Ex-demo Camper Trailers for Sale
Extreme Camper Trailer
16" Heavy duty 12 oz canvas, with fully enclosed annex, still like new with skylight above pull out kitchen, comes with water pump. All windows have clear plastic covers and screens, plus storm cover.
Comes with queen size inner spring mattress. Trailer comes with 90 litre water tank, electric brakes, extended drawbar,12 volt system, modified toolbox, spare wheel mount under the trailer and extra jerry can holders.
Trailer has 4wd coupling and heavy suspension. Camper comes with slide out kitchen, skylight in roof over slide out kitchen.
Rear of trailer has a fully enclosed 16'x 8' rear awning, door has zips and Velcro. Trailer like new, only used half a dozen times. VIC, but will be NSW after Easter.
Please contact Todd Martin on 0412839400 or email me at firstname.lastname@example.com


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How To Overcome Your Fears About Dating After 50 Here are my four steps to break though the fear and self-doubt you may be feeling about dating again at this time in your life. 1. Take a No-Excuses Approach Although some call them "reasons," you could […]Read Full Story →
Dear Lisa, He Wants To Marry Me On The First Date Hi Lisa, I've been online and the couple of men I've met (mind you I've had no problem striking up conversations, I look younger than my age) immediately want to be the only one, and […]Read Full Story →
How To Tell If He's Into You After 50 It was my friend Ron, who first brought to my attention the vibes our body language gives off to men. One day he said to me, "I bet you love having your neck kissed." I asked him […]Read Full Story →
Why Is Dating Over 50 So Hard? Coaching women over 50 about dating, I'm often asked this question… Why has dating become so damn hard? I believe it's because dating has become an activity we endure, versus one we enjoy. We treat dating like we treat a […]Read Full Story →
5 Steps That Will Make You Love Online Dating Over 50 When I first started dating in my mid 40's, I had no clue what to do when it came to navigating the world of online dating sites. I look back and wince at how often I […]Read Full Story →
Is He Right For You? Here's How To Know For Sure When it comes to choosing men, especially online, are you looking for men who are "your type"? Do you wink at them or favor them, hoping they will notice you and write you back? Are you […]Read Full Story →
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The time has come once again The 2004 M for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, com- panies are still making modest- Enterprise Suite CRM but-measurable increases in their The Market A new competitive landscape emerged among the largest deploy- spending on customer manage- ments of CRM this past year. Changes in users' buying patterns have the enterprise CRM vendors looking for new ways to ment tools and strategies, to the maximize growth and profitability. One approach these vendors are increasingly using is to take aim at each other in an attempt to win over tune of an additional $600 million existing customers. The maturation of the enterprise CRM market, says Chris Selland, vice president of sell-side research at Aberdeen in spending expected for 2004. Group, means "these days, the only deals you win are the ones you Interest is strongest among mid- take away from other guys." Another paradigm shift over the past year is the growth of hosted market and SMB firms, which we CRM technologies. Many of the market leaders have expanded or improved their offerings in this area, often focusing on embedded ana- classify as those companies under lytics, integration, and ease-of-use—the factors that large-scale CRM users sought the most. "End-users are looking to consolidate and not $1 billion and under $100 million in have one or two point solution vendors," Selland says. "But they don't annual revenues, respectively. want to trade off and use a second-tier product just because it's part of their suite vendor." This year's market-leading vendors recognized But there was plenty to stir things these developing trends and tried to capitalize on them. up this year. Read on to see what The Leaders Among the leading enterprise vendors, Amdocs is the one most heav- companies prevailed from 2003, ily focused on primarily one key vertical: telecommunications. But the and how others are leaving an company is relying on its ClarifyCRM division to extend its reach to other appropriate verticals. This is one reason for its solid 15 percent indelible mark on the industry. revenue growth in the CRM space, which helped turn a minor overall B Y P H I L L I P B R I T T, J A S O N C O M P T O N , AND JOSHUA WEINBERGER 44 customer relationship management / september 2004 Market Leaders ✪Winner / ✔Leader ✪ ✪ ✔ ✔ Company Accenture Acxiom Amdocs Aprimo Category CRM Consultancies Data Quality Enterprise Suite CRM Marketing Performance Mgmt Reputation for Customer Satisfaction 3.5 4 3.43 3.4 Reputation for Depth of Functionality 4.25 4.6 3 3.8 ✔ Ascential Software Data Quality 3.2 3.6 ✔ BearingPoint CRM Consultancies 4 3.75 ✪ Best Software (ACT!) SFA 3.4 2.2 ✪ Best Software (SalesLogix) SMB Suite CRM 3.6 3.4 ✔ Business Objects CRM Analytics 3.8 3 ✔ Capgemini CRM Consultancies 2.75 3.25 ✔ Cognos CRM Analytics 3.8 3 ✔ Deloitte CRM Consultancies 3.25 4 ✔ E.piphany CRM Analytics 3.6 3.2 ✔ E.piphany Marketing Performance Mgmt 3.2 3.6 ✔ Firstlogic Data Quality 3.4 3 ✔ FrontRange Solutions (GoldMine) SFA 2.8 3.4 ✔ Group 1 Data Quality 3.6 3 ✔ IBM Business Consulting Services CRM Consultancies 3.5 4 ✔ Interface Software SFA 4.5 4 ✔ Maximizer Software SFA 2.6 2.8 ✔ Microsoft Midmarket Suite CRM 2.4 2.25 ✔ Microsoft SMB Suite CRM 2.4 2 ✔ NetSuite SMB Suite CRM 3.5 3.6 ✔ Onyx Software SMB Suite CRM 3.6 3.8 ✔ Oracle Enterprise Suite CRM 2.57 3.14 ✔ PeopleSoft Enterprise Suite CRM 3.86 3.86 ✔ PeopleSoft Midmarket Suite CRM 3.9 3.9 ✔ Salesforce.com Midmarket Suite CRM 4.2 2.8 ✔ Salesforce.com SMB Suite CRM 4.2 2.8 ✔ Salesnet SFA 3.75 3.6 Customer satisfaction and depth of functionality are based on a 5-point scale, with 5 being the ✔ SAP Enterprise Suite CRM 3.14 3.36 ✔ SAP Midmarket Suite CRM 3.1 3.4 ✪ SAS Institute CRM Analytics 4.2 4.8 ✔ SAS Institute Marketing Performance Mgmt 3.6 3.8 ✪ Siebel Systems Enterprise Suite CRM 3.29 4.86 ✔ Siebel Systems Marketing Performance Mgmt 2.2 2.9 ✪ Siebel Systems Midmarket Suite CRM 2.5 4.7 highest rating. ✔ Teradata CRM Analytics 4.8 4.8 ✔ Trillium (Harte-Hanks) Software Data Quality 4 3 ✪ Unica Marketing Performance Mgmt 3.8 4.4 REPUTATION FOR REPUTATION FOR ENTERPRISE SUITE CRM CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Siebel Systems 3.29 4.86 Amdocs 3.43 3 Oracle 2.57 3.14 PeopleSoft 3.86 3.86 SAP 3.14 3.36 THE 2004 CRM LEADER AWARDS 2002 loss into a booming $168 million profit in 2003. Coupled executive, to head the CRM division underscores the company's with exceptionally strong customer satisfaction marks (which dedication to integration, a perennial enterprise concern. explain a nearly 100 percent customer retention rate among While observers openly dispute the true nature of SAP's ClarifyCRM users), and the continued absorption of last year's CRM growth, AMR Research says the German giant pulled acquisition of Xchange, Amdocs' big push in functionality and into a dead heat with Siebel Systems for the revenue-share lead partnerships helped the company stay far ahead of the midmar- in the CRM market last year, at 13 percent each. SAP also ket vendors striving to gain entrance to the enterprise market, reaped a massive paper windfall thanks to an exchange rate and helped it keep pace with its enterprise-level peers. that puffed up its Euro-based results. Still, much of the credit Although busy with its hostile takeover bid for PeopleSoft, for the company's ever-expanding reach in the CRM space goes Oracle managed to stay in step with its enterprise-level competi- to a 2003 mySAP 4.0 release that greatly improved on the pre- tors. Ranked the lowest among the Market Leaders in terms of cus- vious (and much-maligned) user interface. The company tomer satisfaction ratings, Oracle scored points in terms of made a major push into CRM through upgrade initiatives and functionality—in part because the company addressed two of the added trade promotion management and analytics functional- industry's key concerns: data integration and hosted CRM. The ity, all the while blatantly capitalizing on the uncertainty sur- company met the trend toward rounding Siebel and PeopleSoft's future. ENTERPRISE SUITE CRM There's nothing quite like data integration with its Cus- pocketing about $100 million tomer Data Hub, uniting data The Winner to get a little attention. from front- and back-office sys- Siebel Systems, while maintaining its position as Salesforce.com's initial pub- tems to provide a single complete CRM's 800-pound gorilla, weathered a steep 17 lic offering ended a year of big moves and big suc- source of customer information. percent decline in revenue, according to AMR cesses for the software-as-a- Oracle also repositioned and Research, as well as the ignominy of losing its clear service firm. The company expanded its hosted offering, hold on the revenue-share lead in the space. Meanwhile, com- broke into AMR Research's giving customers the option of pany founder Tom Siebel surprised everyone by suddenly top-20 list of vendors with on-premises managed services. stepping down as CEO, handing the position to former IBM the highest CRM revenue, and released new versions of its flag- With 61 percent revenue executive J. Michael Lawrie. But the release of Siebel 7.7 ship product and of sforce, its growth, PeopleSoft seems at brought a renewed focus on sales, customer service, and mar- platform for developers. Founder first glance to be the leader of keting activities, thanks in large part to the strength of recently and CEO Marc Benioff suffered a the pack. But revenues hardly upgraded Siebel Analytics. Customers and analysts alike were black eye at the hands of the budged at all in the enterprise also impressed with the technological leaps forward brought SEC, as the company's IPO was delayed three times. Even after arena, as most of the growth by acquisitions of Motiva (incentive management), Ineto Ser- all that the company made a came from the midmarket vices (contact center management), and Eontec (retail bank- notable splash in its debut, pric- through the acquisition of J.D. ing solutions), among others. The most notable purchase, the ing above its target and experi- Edwards. What kept the com- acquisition of UpShot (and its integration into Siebel On- encing one of the best first-day pany a Market Leader this year Demand), seemed to embody a year of positive redirection. performances of the year. "Salesforce.com has grown were its development efforts and "Everything that Siebel did is pointing toward ambitions in to be a very big influence in the its strong showing in CRM's the on-demand space," says Denis Pombriant, managing prin- industry, but their footprint surveys of both functionality cipal at Beagle Research Group. —Joshua Weinberger " isn't very big, Selland says. and customer satisfaction. The "They're still nowhere near the company's 8.9 release functionality of SAP or Siebel, ONE TO WATCH but they're getting there. Even " kept expectations high all Midmarket Suite CRM so, the company is helping to year—and PeopleSoft make on-demand CRM palat- attracted attention by The Market able to the enterprise space— M beating the drum for idmarket companies, generally cited as being and is forcing its enterprise lower total cost of owner- between $100 million and $1 billion in revenues, rivals to reinvent their hosted and on-demand offerings and ship and increased ease- have long been considered the ultimate opportunity pricing—with such wins as of-integration. The selection of for CRM vendors. Midmarket companies have problems large SunTrust Banks, ADP Corpo- , George Ahn, a former Tibco enough to require heavy-duty solutions, budgets big enough to rate Express, and most recently, Cisco Systems. —J.W. 46 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR MIDMARKET SUITE CRM CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Siebel 2.5 4.7 Microsoft 2.4 2.25 PeopleSoft 3.9 3.9 Salesforce.com 4.2 2.8 SAP 3.1 3.4 accommodate the projects, and growth opportunities significant significantly larger midmarket MIDMARKET SUITE CRM This year's midmarket lead- enough to warrant a major CRM investment. To capture this ers list is perhaps more presence than it had enjoyed lucrative market vendors are pulling out the stops. Be it enter- remarkable for the names in past years. In fact, AMR prise-grade functionality for pennies on the dollar or on- that are not on it than for Research ranks PeopleSoft as demand solutions robust enough to run a nationwide company, those that are. Last year now having the highest over- Onyx Software was CRM midmarket CRM is where one can find the most innovation— all number of CRM users. magazine's midmarket and the most unpredictable change. The war for the midmarket leader, with Pivotal placing "J.D. Edwards is essentially is raging, and some of its brightest names are taking hits. fifth. This year neither one a high midmarket play ONES TO WATCH ranked in our top five. Both in both the front office The Leaders companies were once virtually and back office," says synonymous with midmarket Microsoft's CRM radar blip turned into a legitimate market Joe Outlaw, president CRM. But with downward pres- force this year, once clients began signing on in droves. With at sure from enterprise CRM ven- of Outlaw Research. least 1,000 customer installs, Microsoft's CRM strategy cannot dors and crowding from "When J.D. Edwards be seen as mere dabbling. The company cut through a crowded aggressive on-demand players, first bought YouCen- world of Outlook-compatible products, leveraging an obvious both vendors have faced signif- tric...less than five icant challenges. These two advantage with its own code to leapfrog many Outlook-based percent of [J.D. Edwards] cus- companies have undergone CRM competitors. "There's Outlook integration, and then reorganizations: Pivotal was tomers had any sort of CRM there's Outlook integration—most just have a batch process acquired by CDC Software, at all, and [J.D. Edwards was] that runs in the background or every night," says Laura Pres- which recently named Divesh hoping that it would have a lan, CRM research director at AMR Research. Combined with Sisodraker the new president ready product to sell those and CEO of the unit; Onyx a highly motivated and aggressive reseller base, Microsoft has people. I wouldn't doubt if founder Brent Frei stepped been able to take a great deal of midmarket revenue in a short down as CEO to make way for [PeopleSoft was] doing fairly period of time, and not just among smaller clients. "We're get- Lucent veteran Janice Ander- well with that built-in cus- ting user inquiries for companies that are looking at MS CRM son. Although both have signif- tomer base." as an enterprisewide solution," Preslan says. icant installed customer bases Although Salesforce.com providing maintenance rev- Not all is rosy from Redmond, however, and MS CRM Ver- currently has smaller annual enues, "new license sales have sion 2 is being closely watched on how it will address some of been dismal, Kinikin says. " midmarket revenues than the limitations in Version 1—which sold very well, but has not Kinikin also thinks that the some of its rivals, strong earned universal applause. Our expert panel rated Microsoft rough waters have hurt the growth and high marks for at the bottom of the barrel for reputation for customer satis- credibility of the fallen leaders. satisfaction edge the on- "The midmarket wants a five- faction and depth of functionality. "They shipped a low- demand specialist into the year decision, and it's awfully function, low-flexibility product to a reseller base that wanted hard to look out five years and midmarket leader category to customize and add value on top," says Erin Kinikin, vice assume that Onyx is really this year. While average cus- president at Forrester Research. Still, Microsoft makes the going to be around that long, " tomer size is still well under CRM magazine leaderboard on the strength of extremely high she says. So, our eyes are on 20 seats, like Microsoft the both Onyx and Pivotal to year-over-year revenue growth (nearly doubling its CRM company has secured some regroup, perhaps to reinvent in income, the best performance among major midmarket play- 2005, and to reclaim a slice of significant business from ers) and a strong bottom line for its CRM business. the pie. —J.C. major players, and that in PeopleSoft joins the midmarket leaders this year largely on the turn has boosted confidence strength of its J.D. Edwards acquisition and higher-than-average from the midmarket. "Some of the largest companies in the analyst ratings. Added to PeopleSoft's own midmarket presence in world are running Salesforce: Honeywell, SunTrust...[these selling joint CRM and ERP/HR solutions, J.D. Edwards (now are] huge clients with thousands of agents running the solu- called PeopleSoft EnterpriseOne) provides the company with a tion," Preslan says. The company's sforce integration platform { CRM magazine has significantly performance management and data ite score of overall CRM revenues CATEGORIES expanded the range of Market Lead- ers categories from years past. Rec- quality vendors are also included for the first time. Recognition for contact and year-over-year revenue growth, while the remainder is derived from AND ognizing the strong growth in demand among smaller companies, this year the Market Leaders micro- center outsourcing excellence moves to our Service Leader awards. We've named one winner and market share position and analyst ratings of reputation for customer satisfaction and depth of functional- CRITERIA scope looks not only at enterprise and midmarket CRM specialists, but SMB players and sales force automa- four leaders (listed alphabetically) in each category using a proprietary selection formula. Roughly one half ity. We've also cited companies in each category worth watching for their potential to shake up their tion providers as well. Marketing of the rating is based on a compos- respective market next year. REPUTATION FOR REPUTATION FOR SMB SUITE CRM CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Best Software (SalesLogix) 3.6 3.4 Microsoft 2.4 2 NetSuite 3.5 3.6 Onyx 3.6 3.8 Salesforce.com 4.2 2.8 THE 2004 CRM LEADER AWARDS is getting enterprise attention, but Preslan believes the new ware giant's own Outlook-driven CRM package."All the resellers Studio capability, making it easier for companies to customize started drinking the Microsoft Kool-Aid," says Jim Dickie, a the look, feel, and functionality of their Salesforce.com deploy- partner with CSO Insights. Meanwhile, key on-demand players ment, is the real jewel for midmarket customers. expanded beyond basic contact management functionality to SAP is the most surprising participant on the midmarket become serious contenders against the traditional packaged leaderboard. Although only a fraction of SAP's CRM revenues suite vendors that cater to smaller business. And as verticaliza- are attributed to midmarket clients, its growing stake in CRM tion and right-size applications continue to grow in popularity, business means it must be taken seriously. Market share reports larger CRM leaders are doing their best to nudge those that cater from CSO Insights indicate that SAP is winning 10 percent of specifically to smaller business into niche roles. sales-oriented deals in the midmarket, while AMR Research credits SAP with 13 percent of the overall customer manage- The Leaders ment space. SAP's focus is expected to remain the larger enter- Microsoft, by its dominating presence and user adoption, is a prise, but with the muscle and back-office resources it bona fide SMB leader in addition to its midmarket standing. commands, the ripple effects are clearly felt in the midmarket. Growth in Microsoft's CRM business is extremely strong, helped both by its enormous fleet of resellers and its relatively The Winner recent launch as compared to its competitors. While a clear Some in the industry deride Siebel Systems' oft- leader, and despite the SMB SUITE CRM reinvented midmarket strategy as merely a ploy to get GoldMine parent Front- promise of easy, powerful in the front door of smaller firms to upsell them to Range Solutions has Outlook integration, not all unsteadily positioned itself Siebel's full enterprise suite. (Once known as the Mid- are convinced that Microsoft as a complete CRM vendor Market Edition, the vendor's main offering is now called Siebel for some time, but the is an ideal solution for Professional.) Siebel answered those intimations decisively with coming months will be SMBs, due to hefty server the acquisition and ongoing integration of UpShot into Siebel FrontRange's make-or-break requirements. "There's a lot CRM OnDemand—and despite shrinking year-over-year rev- opportunity to provide enough of Microsoft infrastructure integrated functionality in sales, enues, Siebel has staked a solid claim to the midmarket vanguard. you have to install before marketing, and service to be a Even with a clear minority of its revenues coming from the legitimate contender for SMBs you can even begin with MS midmarket, Siebel does substantial trade with midsize enter- in need of a complete solution. CRM," says Erin Kinikin, prises—more than many of its midmarket peers put An on-demand version of Gold- vice president at For- Mine is imminent, and given ONE TO WATCH together—owing to sales of OnDemand, its midmarket suite, rester Research. How- the success enjoyed by SMB and its core Siebel Enterprise product. Siebel has clearly set its ever, Laura Preslan, leaders NetSuite and Sales- sights on a midmarket looking to buy capabilities that were force.com, it may be a crucial CRM research direc- once considered out of reach, and by any name, its offerings step in establishing a foothold tor at AMR Research, will be on many RFPs from the very same mid-tier companies in the market. The hosted solu- says that Microsoft's the CRM industry expects will provide strong growth in com- tion could open the door to get- strong integration is ting more functionality to ing years. In the midmarket as in the top-tier enterprise, Siebel leading to record user customers faster, and without is on everyone's mind. —Jason Compton the need for consulting. "Any- adoption rates. body can implement a Gold- From humble beginnings Mine or MS CRM or ACT!, but as NetLedger, an on-demand SMB Suite CRM the big issue is synchronizing forecasts and doing rollup, and alternative to small business accounting software, Net- the hosted vendors can do that The Market much better with much less Suite has grown into a T he small business CRM space has been flooded with pain than the traditional desk- legitimate CRM contender. functionality at affordable price points, and integrators top guys, Kinikin says. " Although its CRM function- and customers alike can't be blamed for shaking their As the company works to ality is not as deep as some reassert its sales leadership and heads and working out just what their options are. Business as established players, it has to establish true across-the- usual was rocked by the arrival of Microsoft last year, which—at board functionality, FrontRange enjoyed explosive growth least temporarily—shifted a great deal of attention onto the soft- should finally realize the poten- among customers seeking tial that the GoldMine name has carried for years. —J.C. 48 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR SALES FORCE AUTOMATION CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Best Software (ACT!) 3.4 2.2 FrontRange (GoldMine) 2.8 3.4 Interface Software 4.5 4 Maximizer Software 2.6 2.8 Salesnet 3.75 3.6 THE 2004 CRM LEADER AWARDS sales and back-end integration capabilities. The lure of NetSuite Best also deserves honorable mention for adding ACCPAC is simple: run essentially all business functions, front and back CRM to its SMB mix. The Web-based service is sold both as an end, on one hosted platform. on-demand and on-premise solution. The market penetration Onyx Software is a curious presence in our market leader for ACCPAC CRM remains low, but the company hopes to slot calculations. Although primarily a midmarket player catering it between ACT! and SalesLogix in its product mix—and come to larger companies, it enjoys substantial uptake with smaller to the on-demand market with a more appropriate offering than firms—and has been shoved out of its traditional midmarket the ill-fated Interact.com attempt of a few years back. "ACCPAC leadership role by such enterprise players as Siebel and People- fills a couple of holes for them, but it is not clear where ACCPAC Soft. "Onyx is seeing success in the public sector," but even is going to end up," Kinikin says. —Jason Compton strong verticals won't protect the company from competitive realities, says AMR Research's Preslan. "I think they have a lot to fear in Microsoft." Sales Force Automation No one expects Onyx to reinvent itself as an SMB provider— the company continues to serve large midmarket firms and to The Market S seek larger midmarket deals—however, it does serve a substantial ales force automation, say the seasoned veterans of CRM, share of the SMB market. is where it all began. When contact management was Salesforce.com rounds out the SMB leaders, having largely limited to index cards and pipelines were figments attracted a substantial small-business following with simple of delirious imaginations, SFA came to bring order. Even as pricing plans and an implicit promise to make CRM easier CRM increasingly becomes a company-wide strategy, the num- than competitive packaged products. Although the company's bers clearly indicate that there remains an important place for sforce integration platform is largely seen as a play to encour- sales-focused initiatives in modern enterprise. age enterprise adoption, Salesforce.com's SMB customers SFA products from such vendors as Siebel, Salesforce.com, should soon see the fruits of third-party plug-ins. and Onyx continue to be sought-after when sales efficiency and sales effectiveness solutions are needed, particularly at larger The Winner firms. However, because of the maturity and evolution of the Last year's midmarket runner-up has lived in inter- SFA market, we chose to focus on those companies that remain esting times, which in this case some see as both a primarily pure-play SFA vendors. curse and a blessing. Parent company Best Soft- ware continues to grow its CRM stake and The Leaders SalesLogix is driving that growth. But not all has been easy. "The news is that GoldMine and Maximizer both survived the Difficulties with SalesLogix 6 appeared to cost general manager past year," says Jim Dickie, a partner with CSO Insights. Micro- Tim Fargo his job. His replacement, Jon Van Duyne, dismantled soft's entry into CRM drew the attention of many traditional SFA SalesLogix's direct sales force to restore reseller confidence, and integrators, cutting into the reseller base available to both CRM is refocusing the company's efforts to improve functionality and and SFA vendors. Even so, GoldMine is faring quite well in the to promptly resolve software problems. As a result, Best enjoyed SFA market. As a result, parent company FrontRange Solu- continued (if muted) growth of its CRM revenues, and has a tions has enjoyed strong quarter-to-quarter growth in recent strong lead in SMB market share. Van Duyne largely managed months, and brought in a new channel director to bolster confi- to keep the reseller channel together despite the lure of dence among GoldMine VARs. Although FrontRange consid- Microsoft, and has been handed a gift-wrapped package in ers its GoldMine/HEAT pairing a complete CRM suite, analysts ACCPAC CRM and its large partner roster. say they are waiting for improvements in GoldMine later this year Although turnkey vertical packages and on-demand CRM have that will give the software true CRM functionality for SMBs. become watchwords, and analysts and CRM adopters both ago- Maximizer Software, a name once uttered in the same nized about the costs and potential pitfalls of heavily modified CRM breath as ACT! and GoldMine, had fallen on hard times, but platforms, Van Duyne has embraced a contrarian approach. He that hasn't stopped the company from continuing to improve its directly touts SalesLogix's strength as a customizable software sys- product. The release of Maximizer 8 this past May resulted in a tem for business—and cites that capability as the appeal for its large strong spike in sales for the company, hinting that the wait-and- reseller network and 6,000-plus and growing customer base. see period for Maximizer is over. And although the company 50 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR MARKETING PERFORMANCE MGMT CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Unica 3.8 4.4 Aprimo 3.4 3.8 E.piphany 3.2 3.6 SAS Institute 3.6 3.8 Siebel Systems 2.2 2.9 THE 2004 CRM LEADER AWARDS has a smaller market share than its traditional rivals, some in- Now part of the Best Software family, the company had dustry watchers attribute that variance to Maximizer's focus on pledged to work to build more links between ACT! and its wide profitability instead of new revenue growth. CRM magazine's range of SMB accounting software. If Best is true to its Leaders formula does not account for profitability, but living to announced strategy, ACT! users will soon have a smooth fight another year is its own reward. upgrade path to ACCPAC CRM, the company's hybrid pack- Doubtless below the radar for many SFA customers compared aged/on-demand solution. with the over-the-counter high flyers ACT! and GoldMine, New functionality for ACT! has not been quick in com- Interface Software is a segment leader by virtue of strong ing—as of this writing, it has been more than one year since performance in its vertical (professional services companies like ACT! saw an upgrade. For an established workhorse, that's not law firms) and extremely high marks from analysts. The strong necessarily a bad thing. "Here's something that wasn't broke market ownership by SFA mainstays, combined with pressure when they [Best] bought it, and the great thing is that they left from on-demand services, has all but forced new entrants to find it alone," Dickie says. For a while, anyway. ACT! 2005 was a niche and serve it well. "In [Interface's] field…I consider them released August 24. —Jason Compton tops," says Rich Bohn, executive SALES FORCE AUTOMATION An up-and-coming on- editor of SellMoreNow.com. demand provider with the On-demand leadership in the Marketing Performance promise to make a signifi- cant splash, Entellium SFA-only space comes from Management already offers strong sales Salesnet. While accumulating tools and some support and customers more slowly than on- The Market M marketing functionality to a demand cohort Salesforce.com, arketing performance management (MPM) is a growing customer base. The Salesnet took a more focused catch-all that takes pieces of both marketing system emphasizes process approach than attempting to be resource management and marketing operations and workflow, and currently sells at a significant discount all things to all people. And con- management and blends them with the campaign manage- to larger on-demand rivals. En- trary to popular wisdom ment and lead management functionality that many vendors tellium already promises Out- that says on-demand solu- include in their marketing automation suites. Not surpris- ONE TO WATCH look integration, sought after by tions tend to be less flexi- ingly, all that blending makes it difficult to definitively locate customers who rely on Outlook ble to individual corporate the boundaries of the market, and so the blurring of its con- for email and basic contact man- agement tasks. needs than packaged soft- stituents is inevitable. Generally speaking, though, the MPM The highly modular solution, ware, Dickie gives high space is the top-level approach to marketing efforts, designed designed to let companies turn marks to Salesnet for its to reach out to both prospective and existing customers. on support and marketing func- ability to mold to a com- As if all those blurred lines didn't make selling in this mar- tionality as needed, is already pany's specific sales process. ket challenging enough, the rules kept changing this past year, aggressively targeting compa- nies with complex ERP integra- "Salesnet is clearly the strongest with the creation of the national Do-Not-Call registry, the tion needs. Because most player in the marketplace for implementation of the federal CAN-SPAM law, and the bur- companies find it easier to companies that have a struc- geoning threats of phishing and identity theft. Despite all the experiment with on-demand tured [sales] methodology," he obstacles there's been "an uptick in the number of deals this sales, we expect Entellium's ear- says. The company has already year," says Elana Anderson, senior analyst of enterprise appli- liest leadership and success will come in the SFA space. —J.C. launched three vertical solution cations at Forrester Research. Anderson estimates that licensed packages, with more on the way. software sales in the marketing automation segment grew by about 6 percent in 2003, to roughly $350 million. The Winner After all these years ACT!—what some consider to The Leaders be the original SFA tool—remains locked in a fight By most estimates privately held Aprimo's revenues are with archrival GoldMine. Arguably the most avail- roughly divided between campaign management and MRM able CRM tool in the world, sold through integra- offerings, which are powerful enough to attract big-name tors as well as retailers, ACT! claims to have 2 million active clients like Bank of America and Merrill Lynch. Analysts say users and claims that the number is climbing. Aprimo's strength is serving the B2B market. This year the 52 customer relationship management / september 2004 www.destinationCRM.com THE 2004 CRM LEADER AWARDS company outpaced all but one of its peers, as it landed several executives say the marketing module is one of the company's new tier-one clients, retained nearly 100 percent of its existing fastest-growing offerings, and several analysts said its users, and introduced Aprimo Marketing 6.0, adding new enhancements this year in loyalty management are a major workflow capabilities, among other features, to the flagship step forward. Even though the company's marketing line is product. All that effort paid off, with the company scoring near less mature than its others, "they've been able to get mind- the top in functionality and customer satisfaction. share in this market with what is a rudimentary product," Despite E.piphany's avid fan base among customers of its Selland says. According to Anderson, this edition is the first marketing offerings—the company "provides the best cus- marketing automation solution "that will be able to get tomer references, bar none," Anderson says—it still yearns to be [Siebel] to the table to compete against vendors like Unica considered a vendor of full-suite enterprise CRM. The com- and E.piphany in high-end consumer marketing companies." pany made compelling progress last year, trimming losses and refocusing its efforts, going to an indirect sales model outside The Winner of North America and Western Europe and targeting five main Unica scored off the charts in CRM magazine's sur- vertical markets: financial services, insurance, tele- vey of functionality and customer satisfaction—one communications and media, travel and leisure, and retail. The of the few Market Leaders to top both lists in its cat- E.6 product line, including what Anderson calls "best-of-breed egory. "Unica knows more about database marketing functionality for real-time decisioning," won over a number of than any vendor in the space," Anderson says. The company analysts and customers, helping the company score high among released Affinium 6 this past year, and the entire Affinium prod- the leaders in customer satisfaction and functionality. uct line scored excellent reviews, especially for its Optimize and SAS Institute remains the most recognizable name in the Interact modules. Anderson says the company also has "a good marketing arena, having parlayed its strength in innovation, footprint across a marketing automation suite that is continu- data mining, and analytics to ing to expand." Campaign management is still the focal point of become, as Aberdeen's Vice the suite, Anderson says, but this year Unica "has significantly MARKETING PERFORMANCE MANAGEMENT Why build expertise when President of Sell-Side Research ramped up its resources to sell the Affinium Plan module, and it's out there to be snapped Chris Selland says, "the gold is starting to gain some traction with Affinium Optimize." up at bargain-basement prices? DoubleClick spent standard, and the dominant The company leveraged its strength in database marketing the year gobbling up vari- force." Analysts agree that the and marketing automation to keep ahead of its competition, ous bits of marketing func- company's Marketing Automa- landing more new clients than most of its peers—achieving tionality, most notably in tion 4.0 is a powerful release, record revenue growth, totaling $31.4 million in 2003. And the form of SmartPath, one that's rumored to make the Unica's latest product launch, Affinium eDelivery Services, which had been seen as Aprimo and Unica's closest usability issues that have dogged promises to extend the company's functionality lead. competition. The result is a SAS a thing of the past. Accord- vendor offering all the ing to analysts, SAS's offer- fixin's when it comes to marketing performance ings—which scored a close CRM Analytics second to Unica in management. Now all the The Market ONE TO WATCH company has to do is con- breadth of functional- M vince prospects that it has ity—could even pose a ore top business executives are demanding data the wherewithal to inte- threat to Unica's leader- analytics as part of their CRM software purchases. grate all that newfound func- ship in the space. "There's been a real growing focus on CRM appli- tionality—and remove the Until this year's cations in analytics in the past year," says Gareth Herschel, a banner-advertising stigma that still wafts around it. Since Dou- release of Siebel 7.7, research director at Gartner. "Companies are getting on the bleClick is more of a service Siebel Systems had CRM bandwagon for analytics as they see that a raised [CRM] provider than a software put little emphasis on its mar- profile can do a lot to drive an organization's revenue." provider, according to Selland, keting tools. But that has never With this increased awareness and demand comes oppor- "in many ways [it's] the Sales- stopped the company from tunity for growth. And the analytics vendors—especially the force.com of this market. " Luckily for DoubleClick, he trying to trample over its bet- market leaders—are seizing that opportunity. "The big guys says, "this is a market that's ter-entrenched peers. Siebel continue to dominate the market," says Chris Selland, vice more likely to go for a Sales- " force.com model. —J.W. 54 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR CRM ANALYTICS CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY SAS Institute 4.2 4.8 Business Objects 3.8 3 Cognos 3.8 3 E.piphany 3.6 3.2 Teradata 4.8 4.8 THE 2004 CRM LEADER AWARDS president of sell-side research for Aberdeen Group. One rea- Data Integrator 6.5 for specialized data cleansing activities. son for this, according to AMR Research analyst Paul Kirby, is Cleaner data means better analytics, so Business Objects could that many potential customers implement technologies from parlay the partnership into increased sales. the larger companies to have a single analytics provider. Cognos, which Herschel ranks just behind Business Objects for a vendor with a broadly focused data analytics The Leaders operation, is seeing significant interest in its Web-based enter- Teradata, the data warehousing and analytics division of prise query and reporting application, Cognos ReportNet, NCR, is one of the big guns in the analytics market, accord- released in September 2003. ing to Selland. Teradata "handles a tremendous amount of The application is integrated within Cognos' business intelli- data in its data warehouse business," Kirby says. "As the vol- gence offering. Cognos ReportNet builds on the business intel- ume grows, the analytics increases accordingly." ligence application's query and reporting functions. It offers However, according to Herschel, Teradata is so driven by the multiple-language support for companies with business in mul- warehouse business that it will allow competitors to take the tiple countries, helping the company strengthen its relation- analytics portion of a contract as long as Teradata gets the ware- ships with current customers, while catching the attention of housing end of the business. Nevertheless, Teradata's analytics new prospects. The multilanguage capability is increasingly business continues to grow as many of Teradata's clients see important as companies seek one solution for multinational increased need for more comprehensive analytics. operations, giving Cognos a stronger worldwide offering. Business Objects offers a solid, broadly focused applica- E.piphany unveiled a new version of its application, while tion, according to analysts. The company added to the depth returning to some of its roots, according to Selland. In 2003 the of its offering when it acquired Crystal Decisions in December company rolled out E.piphany 6.5, which the company credits 2003. With the acquisition for its 30 percent revenue growth over fiscal year 2002. The CRM ANALYTICS License revenues for Business Objects now has part- release offers better analytics of marketing campaigns, as well as Siebel Systems grew more nerships with more than 1,500 deeper analysis of marketing campaign parameters. E.piphany than 80 percent in fiscal firms, including systems inte- also announced several major new customers during the year year 2003, according to the grators, original equipment that chose E.piphany in large part for its improved analytics company. In one of the most recent "wins" for the manufacturers, and value- offering. According to Gartner's Herschel, E.piphany has the analytics division, Siebel is added resellers—and an esti- best operations system among the CRM analytics vendors. providing analytics support for mated 24,000 customers Minneapolis-based Jostens, a worldwide. The Winner maker of class rings, year- BusinessObjects 6.5, which The behemoth of the analytics market continues to books, and graduation prod- ucts. Though analytics is only a started shipping at the end of be SAS Institute, which dominated the market small portion of Siebel's total June, integrates with Crystal with $1.34 billion in total revenues. In 2003 the business, Selland says, the Version 10 products. The com- company launched the SAS 9 business intelligence company's sheer size makes bination offers Web query and platform, which includes predictive modeling. The company potential analytics customers analysis, as well as reporting also released a customer intelligence application, SAS Mar- take notice. Editor's note: SPSS was the and analytic capabilities. This keting Automation 4, which is based on SAS 9. "SAS is the 2003 Market Leaders CRM Ana- breadth of functionality is get- Rolls Royce of data analytics," Aberdeen's Selland says. lytics One to Watch, but during ting attention from cus- The new predictive analytics capabilities should help the the 2004 judging process the tomers and analysts. company maintain its market dominance. "SAS sells more than ONE TO WATCH firm was restating its financial Business Objects also anyone else and has the staff support to keep the growth on tar- numbers, thus could not be included. The company is con- entered a partnership get," says Herschel, who also considers SAS the best vendor in ducting a review of its audit agreement with First- terms of predictive analytics. committee. With the potential logic, one of CRM maga- Although other companies are attracting attention as the uncertainty, SPSS wasn't con- zine's data quality analytics arena continues to gain in importance, SAS's large sidered among the leaders, leaders. Under the agree- customer base remains among the most loyal in the category. though a few analysts did men- tion the company as an impor- ment Business Objects embed- And while the company continues to add new clients, its lead- tant player in its market niches: ded tools from Firstlogic into ership can only stay strong. —Phillip Britt education, healthcare, and financial services. —P.B. 56 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR DATA QUALITY CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Acxiom 4 4.6 Ascential Software 3.2 3.6 Firstlogic 3.4 3 Group 1 3.6 3 Trillium (Harte-Hanks) Software 4 3 THE 2004 CRM LEADER AWARDS Data Quality as a leader in the market. A 2003 Meta Group report cites First- logic as the leading pure-play data quality company. For CRM- The Market specific applications, Firstlogic goes to market with such ata quality continues to grow in importance. In fact, partners as traditional CRM vendors Siebel and PeopleSoft. D analysts agree that there's a direct correlation between the quality of a company's data and the financial per- formance of the company itself. Trillium acquired Avellino Technologies at the end of Feb- ruary, a deal that should add to the profitability of this division of Harte-Hanks, Friedman says. The Harte-Hanks relationship The outlook for the market is promising due to the increased is an important one, analysts say, because it gives Trillium the interest from large enterprises, according to Gartner analyst Ted financial backing that private data quality vendors don't have. Friedman. Meta Group expects data quality adoption rates to con- Trillium's acquisition buoyed the company's presence, which tinue to expand 20 to 30 percent annually over the next few years. already benefits from partnerships with such industry leaders as Accenture, IBM, and Siebel. Trillium also unveiled several The Leaders major, successful installations with large telecom companies Group 1 continues to enjoy the benefit of a bigger market and financial services firms. footprint than its competitors, though Firstlogic, Trillium, Ascential Software has completed the successful inte- and Ascential have been more innovative lately, according to gration of recent acquisitions into its own product offerings, Friedman. He estimates that about a third of Group 1's strengthening the attractiveness of its overall suite. "Ascential $100 million in total revenues comes from data quality work. Software has gained market mind-share by leveraging its size Growth has been a strong suit this past year. "Outside of and market presence," Friedman says. "It acquired data qual- acquisitions, much of their revenue has come from the ity technology from Vality Technology and Metagenix in strength they already had in the marketplace," Friedman says. 2002. Positioning around the importance of data quality in "They built up a large installed database over the years." integration initiatives, Ascential has been integrating the Group 1 also added to its business through its acquisition of products and has repackaged them as the QualityStage and Sagent Technology in October 2003. (Sagent is now part of ProfileStage components of its enterprise integration suite." Group 1's enterprise solutions division.) The combined offering Analysts also cite Ascential's handling of customer data enables client companies to issues and the flexibility to address data domains as key DATA QUALITY Market research firm access data from multiple sources strengths that help bolster the company's market presence. Winter Corp. recognized to populate CRM and other Experian Information Solu- enterprise systems. Group 1 also The Winner tions in 2004 for having the has market strength from its The top data quality vendor from a CRM stand- world's most-used client database, one that handles partnership agreements with point is Acxiom, which receives an estimated 887 simultaneous queries at its Siebel and other CRM vendors to $700 million of its $1 billion in revenue from peak workload. Though CRM- offer data quality support within CRM-related data quality analytics, according to related data quality represents those vendors' applications. Gartner analyst John Radcliffe's estimates. Though an esti- only about a quarter of Exper- In the past year Firstlogic mated growth rate of just over 5 percent may not look spec- ian's total revenue, according to Radcliffe, the Atlanta-based released its new technology plat- tacular, it continues a trend of steady increases from the company ramped up its data form, IQ8, which com- 35-year-old data quality company. ONE TO WATCH quality business in the past pany officials say took "You can't do CRM without data quality," says Radcliffe, year. Experian also developed 2.5 years and 103,000 who sees Acxiom as offering the most complete package in the Express version of its ana- man-hours of engineering this area. "Having [data quality] is vital just to pass go." lytical marketing database, for smaller clients that have work to develop. This was AMR Research analyst Paul Kirby also calls Acxiom a strong smaller budgets. Though it still a welcome release to its data quality player due to its focus on CRM. has a strong focus in the credit- already satisfied customer Acxiom is expected to continue its solid growth on a world- reporting arena, Experian is base. "Firstlogic benefits from wide scale as it realizes some of the benefits of last year's continuing to grow its CRM- strong customer service and sup- acquisitions of Caritas Europe and Consodata. The business related data quality presence. Based on the company's sheer port," Friedman says. deals expanded Acxiom's European operations to five addi- size, its growth in data quality Firstlogic is continually cited tional countries. —Phillip Britt could push it into a leadership role in 2005. —P .B. 58 customer relationship management / september 2004 www.destinationCRM.com REPUTATION FOR REPUTATION FOR CRM CONSULTANCIES CUSTOMER SATISFACTION DEPTH OF FUNCTIONALITY Accenture 3.5 4.25 BearingPoint 4 3.75 Capgemini 2.75 3.25 Deloitte Consulting 3.25 4 IBM BCS 3.5 4 THE 2004 CRM LEADER AWARDS CRM Consultancies made a firm commitment to provide CRM clients with balanced scorecards and metrics to help assess the value of CRM projects. The Market Deloitte Consulting is best known for giving clients the veryone loves the idea of out-of-the-box simplicity, but star treatment. The firm has what one analyst calls "a collegiate E no one honestly expects to remove third-party consul- tants from the CRM equation anytime soon. Much like the enterprise CRM market, consultancies are staking out posi- atmosphere to it, [and] its clients tend to have an affinity with it." Another analyst characterizes Deloitte as "a better-focused, better-run company" than its peers, one that doesn't try to be tions on either side of the best-of-breed divide: Some claim to everything to everyone. It does especially well in its areas of be one-stop shops for strategy, integration, and maintenance, expertise, such as real estate and consumer packaged goods. while others are content to specialize in one niche or another. Though a distant third in terms of revenue, based on client sat- In the end the continuing need for both strategic and tactical isfaction alone Deloitte would get top marks—and that's the assistance kept this year's winners very much on the move. main reason several analysts said Deloitte would be one of only The market itself is decidedly top-heavy, with five firms a handful of consultancies to see growth in the coming year. combining for about half of what analyst firm IDC estimates IBM Business Consulting Services has spent the year was an $8.6 billion market for CRM-related consulting in the finalizing the absorption of what used to be PwC Consulting, United States last year. Not surprisingly, those five were the and doing a fine job of it. One measure of that successful Market Leaders this past year, but for highly varied reasons. assimilation has been continued growth that most other con- sultancies would envy, in part thanks to the new partnership The Leaders with Siebel Systems for its OnDemand offering, which is just Considering BearingPoint's flat revenues, the fact that it has one of many partnerships that helped drive business to IBM's maintained a leadership position is testament to its perseverance. consulting practice last year. "IBM has the most momentum The firm focused on fewer industries than some of its competi- in the marketplace around CRM, because of PwC," says Laura tors, but it excelled in them, particularly the more technical verti- Preslan, CRM research director at AMR Research. According cals. BearingPoint also benefited from vendor-specific to some analysts, however, customer satisfaction slipped a bit, specialization, with deployments of some of the smaller CRM as some poor staffing choices may have impacted results. vendors. "BearingPoint, for its size, probably has more KANA or "They're missing the basic blocking and tackling," says one E.piphany resources [than IBM BCS or Accenture]," says one analyst, who says existing PwC clients had come to expect a analyst. That targeted approach may explain the firm's sterling higher level of attention. That wasn't enough, apparently, to customer satisfaction rating— scare away the long-standing accounts that helped generate CRM CONSULTANCIES Inforte stood out for its outscoring its competitors. what one analyst firm estimated to be more than $2 billion in sterling reputation and Capgemini's strengths in CRM-related revenue last year. laserlike concentration on Europe and in certain verticals CRM. Its March acquisition (e.g., communications, life sci- The Winner of SAP business intelli- ences) bring it back to the table One thing Accenture's clients don't have to worry gence specialist Compendit only added to its strengths. again and again. The com- about is that the consultancy is going away anytime ONES TO WATCH The resulting combination pany's CRM practice bene- soon—not with $3.51 billion in cash on hand. leverages Inforte's existing fited this past year from a Accenture's big draw is the breadth and depth of its focus on SAP implementations, series of phased projects expertise, but at least one analyst says the firm's single best dif- but even before the merger the that required business- ferentiator is its clear strategic vision, not its record for execu- firm had already more than doubled operating income. process work before an tion. Accenture's traditional dominance in Siebel Systems Another consultancy with an implementation, playing to implementations doesn't cast the long shadow it once did, as eye on cracking the list is Unisys, Capgemini's strengths and Siebel's fortunes have dimmed somewhat, but Accenture still which played a strong hand in helping to win over clients that may managed to notch a 6 percent increase in CRM-related revenue. the financial services and trans- have been skittish about long-term The firm's renewed focus on analytics and marketing sciences portation industries, and in the public sector. If the firm can contracts. The North American helped it branch out into CRM's more fertile fields, as well— spread its wings a little by cross- division began to address its attri- and explains in part why Accenture got the category's highest ing over to other verticals, there tion problems this year, and has score in terms of breadth of offerings. —Joshua Weinberger may be a new member of the top five next year. —J.W. 60 customer relationship management / september 2004 www.destinationCRM.com
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