A negative trend for Salesforce.com (CRM)?

by Kris_Tuttle on October 22, 2008

We’re out and about meet­ing com­pa­nies and attend­ing some tech­nol­ogy con­fer­ences in Europe this week.  One thing we have heard a few times sug­gests that Salesforce.com may be look­ing more like legacy enter­prise soft­ware than a new SaaS or PaaS platform.

To be clear noth­ing we heard sug­gests that it’s “game over” for Sales­force but rather that there appears to be a more robust mar­ket for more advanced, more flex­i­ble and lower-cost solu­tions in this market. 

It’s been over a year now since we first started hear­ing from cor­po­rate cus­tomers that their annual costs for Salesforce.com were out of line what they felt was jus­ti­fied and what they could get from other offer­ings.  Since peo­ple just about always pre­fer to pay less we didn’t think too much of it at the time.

Today we heard from some more orga­ni­za­tions say­ing that they are find­ing Salesforce.com to actu­ally be *hin­der­ing* and *slow­ing down* their sales process.  This was a bit of a sur­prise for us but when they took us through the rea­son­ing it had much to do with the rather clunky inter­face of Sales­force and their con­tin­ued lack of real inte­gra­tion.  (There is still a great deal of cut­ting and past­ing involved in doing any­thing realistic.)

At the same time we are hear­ing from con­sul­tants and inte­gra­tors that they are increas­ingly rec­om­mend­ing to clients that the con­sider options and even build their own systems.

Although just a few pieces of evi­dence have some for­ward we gen­er­ally find they are indica­tive of some emerg­ing trends.  As more soft­ware gets devel­oped and deployed in the cloud it becomes much eas­ier to build appli­ca­tions based on open tech­nol­ogy ser­vices.  This will put some pres­sure on Sales­force to mod­ern­ize their prod­ucts and archi­tec­ture.  Their efforts to trans­form to a plat­form com­pany isn’t look­ing very promising.

At the same time this is prob­a­bly a more fer­tile area for new com­pa­nies than we thought a few weeks ago.

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