Gartner MQ for Enterprise CMS: EMC, Hyland, IBM, Microsoft, OpenText, Oracle Lead

In our first look at Gartner’s Magic Quadrant for Enterprise Content Management 2012 we saw that mobile, cloud and composite apps are increasingly important in the Enterprise CMS space. Now we will take a look at those vendors that made it into the Leader’s Quadrant.

Gartner’s MQ for ECM: Making the List

We'll begin with just a few words on the Quadrant itself. Every year, as Gartner draws up the research for this quadrant, the criteria change. Vendors get included or dropped according to those criteria.

When vendors are dropped, it doesn't necessarily mean that their offerings are less significant. Other factors can come into play: the market itself may have changed, the company may have been bought out by a larger vendor, or that the vendor’s focus may have changed over the course of the year. The same applies for those that have been added:

• Added: This year, Unisys extended its functionality to cover the entire range of criteria for inclusion in the Enterprise CMS market, while M-Files, as we have seen over the past few months, has emerged as a mid-market ECM vendor with a strong focus on vertical content-centric applications.
• Dropped: Adobe has been dropped, as its focus has shifted to WCM, customer engagement and digital marketing and it has not been actively developing or selling enough ECM components to deserve inclusion.

This year, Gartner's criteria for inclusion have shifted slightly, with scoring of functional capabilities as well as a focus on new combinations of technologies. This year’s inclusion criteria include:

• Revenues from content management licenses or maintenance of a least US$ 10 million, or customer subscriptions of at least US$ 10 million for open-source vendors.
• Active marketing of its product in two major geographical regions.
• Have ECM software commercially available, with references to back it up.
• Have an integrated content management suite with at least four of the components that we listed in our Magic Quadrant ECM overview.

Vendors are rated on how well they sell and support their ECM products and services on a global basis, along with installed base, pricing, customer support and satisfaction, and product migrations from one major release to another.

Gartner also assess the vendor’s vision of the market place. In practical terms, this means an assessment of how well vendors understand changing market needs, as well as their ability to adopt emerging functionality, and integrate with other content repositories.

Gartner’s MQ  ECM Leaders

Leaders in this MQ are those that are doing well, are prepared for the future with a clear vision of how they will progress into the future, have a strong set of channel partners, are present in multiple geographical regions, and are financially strong.

This year there are six Leaders (in alphabetical order): EMC, Hyland, IBM, Microsoft, OpenText and Oracle.

EMC

EMC has developed strategies that are aimed at improving the user experience and its industry solutions and cloud content management. Its acquisition of Syncplicity in May 2012 gave it the ability to share content across mobile devices.

• Strengths: EMC has refocused on its strengths in the life sciences and utilities space with new industry solutions like Documentum Quality & Manufacturing Solution for Life Sciences and Documentum EPFM. It has put a lot of work into developing cloud content management with EMC OnDemand, which provides cost-effective content management in the cloud, as well as a number of other cloud applications. It has a strong content management stack with a range of products that are highly complementary to each other and which can manage the whole content life cycle better than most of its competitors. It is particularly strong in capture, core repository, process management, archive and records management as well as document composition abilities.
• Cautions: It is still struggling to realize its full strengths in the storage hardware space to drive content management sales. It continues to see the erosion of its Documentum business because of its high cost and complexities in a market that is increasingly competitive. It also needs to develop its sales channels better. Its changing strategy on social content management has been confusing for customers.

Hyland Software

Hyland has a strong focus on vertical and horizontal solutions and strong history of execution across the midmarket, especially in the US and South America.

 

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Source : cmswire[dot]com

This Week: CEOs Say Social Biz is Smashing + Pardot Acquired by ExactTarget

The Magic of Social
An IBM CEO Study says social makes for better employees and better business processes.

Gartner also weighed in with its Magic Quadrant for Social Software — identifying leaders and encouraging social vendors to work as an enterprise layer.

Marketing Automation Acquisitions
Breaking news: Pardot acquired by ExactTarget for US$ 95 mil — marketing automation maturity is coming…and no doubt, further acquisitions.

Got Smart Engagement?
Our recent "Smarter Web Engagement" webinar was a great success — you can now watch the webinar on-demand.

Social Business Tweet Jam - Oct 24th
Get ready for our #SocBizChat Tweet Jam on October 24th. You can check out the Tweet Jam questions and panelists here.

Discover the New Movable Type
Learn how the 5th version of this platform delivers an all-in-one social publishing solution.
> Learn More Today

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Source : cmswire[dot]com

Gartner's Magic Quadrant For Horizontal Portals: Oracle, IBM, Microsoft, SAP, Liferay Top Dogs

Gartner has released its latest magic quadrant (MQ) for horizontal portals. The market continues to evolve as platforms gain new features that increasingly blur the boundaries between the portal market and other sectors like content and experience management. The portal market may be changing, but Gartner’s vendor categorizations are very similar to last year’s incarnation of the report.

What Exactly Is a Horizontal Portal

Gartner defines a portal as

a Web software infrastructure that provides interaction with relevant information assets (for example, information/content, applications and business processes), knowledge assets and human assets by select targeted audiences, delivered in a highly personalized manner."

Huh?

In layman’s terms, it means that portals are platforms that organizations can use to develop their own specific portal implementations.

As in other industries, trends like mobile, social, cloud and user experience management, are having a major impact. Vendors are adding new features and the line between portals and other types of platforms are blurring. Some vendors are using the evolution and opportunity to move away from the portal label and reinvent themselves in an attempt to disassociate themselves with the somewhat mixed history of the portal market — project death marches, products that never live up to expectations and lackluster user adoption.

Gartner’s Vendor Ranking

This year, Gartner dropped Tibco from its MQ and added Adobe, eXo and United Planet, which resulted in an evaluation of sixteen vendors as compared to last year’s fourteen. There were no changes in Gartner’s vendor inclusion/exclusion criteria. As in 2011, the firm only evaluated vendors for the magic quadrant that had:

• A container or framework and component model
• Security administration
• The ability to integrate with a wide range of technologies
• Personalization
• Content management
• Business process management (BPM) and a mechanism for providing or integrating with workflow and BPM tools or platforms
• Support for multichannel and multi-device delivery
• Sales and support in at least two geographic regions (North America; Latin America; Europe, the Middle East and Africa; Japan; and Asia/Pacific)
• Clients in more than one industry vertical
• US$ 4 million in portal-related revenue and at least 100 enterprise customers

Gartner evaluated the selected vendors based on their ability to execute and completeness of vision.

The Leaders

The leader’s quadrant is identical to previous rankings. Gartner still considers Microsoft SharePoint, IBM WebSphere Portal, Oracle WebCenter, SAP NetWeaver and Liferay market leaders that “have a full range of capabilities to support a variety of portal deployment scenarios, and have demonstrated consistent product delivery in meeting customer needs for a substantial period of time.” However, the leaders aren’t perfect. Gartner cautions that:

• SharePoint 2013 design principles appear to be significantly different, with Web Parts shifting toward tile-based apps that support an off-box execution model that may be difficult for organizations to adapt to. Also, according to Gartner, the cloud-based version of SharePoint may not be a suitable platform for horizontal portals in the enterprise because of its limited support for multiple and external sites as will the challenges integrating the platform with other solutions.
• Liferay is still struggling to gain the expertise to understand and solve enterprise scale business problems.
• SAP Netweaver is still has problems with usability and flexibility and SAP architectural approach can result in vendor lock-in if organizations don’t exercise caution in implementation.

The Challengers, Visionaries and Niche Players

The challengers’ quadrant remained sparsely populated. Last year, Red Hat’s JBoss was the only platform Garter considered a challenger. This year Red Hat shares its piece of the MQ with OpenText, which Gartner considered a visionary in 2011, but ranked in the challengers’ quadrant in 2010. Following the theme of the rest of the report, the visionary quadrant changed very little.  Covisint (Compuware), salesforce.com and Backbase returned joined by newcomer Adobe, Drupal, edge IPK, eXo, United Planet and DotNetNuke populated the final niche player’s quadrant.

Marketers almost always relish their appearance on Gartner’s list. However, organizations should not be quite so excited. A MQ isn’t a substitute for a RFP process. Do you agree with Gartner’s ranking this year? Is the portal label becoming obsolete given the recent changes in the market? We would love to hear your thoughts.

 

 

Source : cmswire[dot]com

Gartner Magic Quadrant: Enterprise Social CRM Vendors to Target Niche Players in Acquisition Frenzy

Recently, we took a first look at Gartner’s Magic Quadrant for Social CRM, and in particular those vendors who made it into the Leaders quadrant. We also noted that by far the most populated quadrant was the Niche player’s quadrant, making it unique among Gartner’s MQs. Today we will look at who those Niche players are, what they are selling to qualify as Niche players, and what is likely to happen to them.

The Social CRM market is still developing, and according to Gartner's Social CRM report, the space is likely to see a lot of consolidation through acquisitions over the course of the coming months.

Social CRM Niche Players

In other software areas, it has generally been the case that when large vendors perceive a gap in their own portfolios, they tend to buy the technology rather than develop it themselves. And it is generally Niche players, who produce a single product or set of technologies, who end up in the acquisition firing line. There is no reason to think that in the Social CRM space, things are going to be any different.

To recap on what qualifies a vendor for inclusion in the Quadrant in the first place, the vendor must:

• Cover at least two of the three main areas of CRM — sales, marketing, customer support
• Have references from at least five clients who actively used the product in 2011
• Have shown at least a 20 percent revenue growth in 2011
• Include functionality for marketing, sales or customer service departments — such as tools for social monitoring, managing customer communities, fostering customer interaction and  managing integration with traditional CRM applications.

On top of that, Niche players provide “useful, focused, technology," Gartner says. They understand the way the market is changing and develop their products to suit.

However, compared to the Leaders they are limited by narrow functionality, lack of a dynamic growth strategy, limited road maps, and limited potential for growth.

While Niche players are successful in their own space and in relation to their size, they need to develop their differentiators before their competitive edge disappears — something that is likely to happen by the end of the year.

Social CRM Acquisitions

Taking all these different elements into consideration, as well as the fact that major vendors like Oracle and Salesforce have been snapping up companies in the Social and CXM space, it would not be out of the question to see a number of these companies acquired in the coming months.

Marc Benioff has made no bones about the fact that Oracle is on the prowl for new acquisitions and despite Larry Ellison’s insistence that Oracle won’t be buying anything anytime soon, he has said this before, and then gone out a bought whatever he needed to plug portfolio holes.

Here, it is pertinent to remember that Oracle has only made it into the Challengers Quadrant in this MQ, while Salesforce is cited as a Leader. How long Oracle will tolerate this is anyone’s guess, but probably not for very long. So who made it into the Niche quadrant? In alphabetical order they are:

Artesian

Strong growth over the past year as well as evidence of the benefits of Artesian technologies to sales teams have projected it into the Niche quadrant this year.

• Strengths: Strong growth over the year has led Gartner to estimate revenues of US$ 10 million, with sufficient capital funds for future growth. Gartner also estimates that 85 percent of its use cases are in sales, with the rest in customer service and marketing. As a result, Artesian has a good understanding of B2B Social CRM with proven use in lead management, social augmentation and social analytics. It has also spent time building industry-specific taxonomies, which should attract considerable interest.
• Cautions: Artesian lacks Social CRM breadth and has not really focused on delivering support for user cases like peer-to-peer external communities. It also has limited presence outside of Europe and is only available in English so far. Gartner says there is a likelihood of acquisition during the next two years.

Demand Media

This year, Demand Media returns as a Niche player specifically in the marketing, e-Commerce and customer service use cases.

 

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Source : cmswire[dot]com

Gartner Magic Quadrant: Acquisition Activity Booms In Social CRM Space, Jive, Lithium, Salesforce Dominate

Gartner has just been published its latest edition of "Magic Quadrant for Social CRM" — and with it, the challenges facing vendors in this space have finally been articulated. Not least of those problems is the need for vendors to demonstrate the economics of deploying these Social CRM systems in multiple customer relationship management use cases, including marketing, sales and customer service.

Social CRM Magic Quadrant

What is interesting about the Magic Quadrant for Social CRM is that it is one of the only MQs researched and published this year where the Niche Players vastly outnumber both the Leaders and the Challengers, while only two companies made it into the Visionaries quadrant.

The Leaders, as might be expected, include Salesforce, Jive and Lithium, while Oracle — surprisingly enough — only made it into the Challengers Quadrant, along with Bazaarvoice.

Whether the low number of Leaders is due to the fact that Social CRM is still an emerging market remains to be seen. But, Gartner notes, one of the key characteristics of the market over the past year has been a burst of acquisition activity as vendors jostle for position.

Today we will take a look at the market itself as well as emerging market trends. On Thursday, we will take a look at the Niche Players — who constitute the vast majority of players in the Quadrant — to see whether this situation has evolved because individual vendors develop a single product in a niche area and stick to that, or whether there are other reasons.

If the "niche product" trend is indeed the case, then next year it will likely be dominated by more acquisition activity, with the larger vendors seeking to fill holes in their own portfolios by buying up what they don’t have already.

Gartner Defines Social CRM

How does Gartner define Social CRM? According to the MQ, it is a business strategy that generates opportunities for sales, marketing and customer services, while also benefiting online communities.

To succeed in the market, vendors need to provide ways for the customer to manage their relationship with the enterprise. The result is that Social CRM applications need to provide a number of different customer engagement levels. Gartner says that all Social CRM applications should:

• Encourage many-to-many participation with customers
• Share user-generated content and data
• Provide communities with high levels of autonomy and engagement levels
• Provide the community with balanced purpose

It only works if users participate of their own accord — and generally, they will only do so if there is some kind of reward system in place. However, enterprises also need to be able to see measurable benefits, or they will not be inclined to invest in Social CRM technologies.

Value and profitability are provided by:

• New customer insights
• Products and services differentiators
• Pushing sales
• Building brand trust
• Improving customer experience

Overall the, Social CRM applications should:

• Provide customers with the feeling that they are involved in making decisions of their own accord — as opposed to feeling forced into something by the enterprise producing the product.
• Give customers more control in their dealings with the enterprise, particularly in the customer’s online presence and their online reputation. It should also give customers control over what personal information is used.
• Provide customers with the feeling that they belong to an identifiable community.

There are other tools outside of the Social CRM space that are used by marketing, sales and customer service — like multichannel campaign management, e-commerce, and web content management —  but Gartner has not looked at those in this MQ.

 

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Source : cmswire[dot]com

Gartner's Magic Quadrant for Web CMS: Diving into Vendor Strengths & Cautions

What's the best part of Gartner's Magic Quadrant for web content management? It's that you can see quickly the strengths are each vendor and what you need to know before you move forward (also known as cautions).

It's all the talk now, Gartner's newest Magic Quadrant for Web Content Management is out the wild and everyone wants to know who's one it and why. For a quick summary you can check out what I covered already — the basics.

Today it's time to dive into a bit more detail. Why are the leaders (Adobe, SDL, OpenText, Oracle, HP, Sitecore) still the leaders? What tipped Ektron into the leaders quadrant? How did Acquia get on the list? All good questions, all in time.

Before we dive in, I'm not going to spend time going through Gartner's evaluation process. It's a fairly standard process for them and most of you know it by now. Maybe the only things you need to keep in mind are that vendors must apply to be considered and there is a revenue threshold they must meet. So it's possible there are other great WCM platforms out there, but these are the heavy hitters.

WCM Leaders

For the record, there isn't one vendor in the leader quadrant of the MQ that I haven't talked to at some time or another. The platforms are nothing short of impressive and each one does bring a unique point of view to the table.

Adobe

When we talk Adobe for WCM we are, of course, talking Day Software — although at some point we have to stop saying that and get on with things. The WCM platform is now called Adobe CQ and is Adobe's web experience platform tying into its Digital Marketing Suite.

Strengths include ease of use for non-techies and strong analytics. And let's not forget the Digital Marketing Suite. Gartner states that operations are not as cohesive as they could be and that Adobe's focus on digital marketing lends itself to a smaller market (both size-wise and horizontally). This is interesting to hear considering Adobe is clearly enterprise focused and large enterprises at that.

Ektron

If you pay attention to the WCM market at all, you likely been watching what is happening at Ektron. It's a vendor that has grown significantly in terms of both functionality and customer base the last few years — inclusion in the leaders quadrant should be proof of that. Ektron recently released version 8 of its Web CMS and also has its Digital Experience Hub.

A strong partner ecosystem, a management team that is experienced and the DEH are listed as strengths. There is a caution that Ektron may be not paying as much attention to its mid-sized customer base now that it's taken hold at the enterprise level. But the most important caution to consider is its multilingual capabilities as it tries to take its business global.

HP

HP makes the list because it acquired Autonomy, and we've all heard of Autonomy. In a way, it's strange to see it in the leaders quadrant when the news about its performance hasn't been exactly great. However, I think that more likely means it's all relevant and what's poor performance to one company isn't really that bad at all in the greater scheme of things. Autonomy has taken its WCM platform and integrated analytics and search, enabling it to be a strong contender in the CXM space.

Gartner see Autonomy IDOL as a real strength and says it has a strong brand across a number of industries as well as very loyal customers. A lack of clarity around its vision and strategy for CXM are listed as cautions. A perception of being expensive and complex is also noted.

OpenText

OpenText continues to sell two separate solutions based on acquisitions: Web Site Management (WSM) and Web Experience Management (WEM).

For organizations looking for a broad enterprise strategy, Gartner says OpenText integrates its WCM platforms very well into the broader platform. It also has a great partner ecosystem and has been working hard on its CXM Strategy.

Apparently, however, the dual product strategy is confusing to some. Gartner also says the WEM solution is not as intuitive as other offerings,although it is easy to use.

Oracle

Oracle has been in the news much recently talking about its CXM vision and strategy. Part of the CXM family is WebCenter Sites, joined by products such as Siebel, Endeca, ATG Web Commerce (check the news on the Commerce platform) and Real Time Decisions (RTD). It also recently picked up a social media management platform, Vitrue.

Along with this broad set of capabilities, Gartner says Oracle's inclusion of other non-CXM capabilities such as document management, records and retention and archiving are nice complements. In addition, Oracle RTD enables Oracle customers to personalize and contextualize content.

Overlapping products, compelling integrations and a stronger presence in the internal collaboration environment are all listed as cautions for Oracle.

SDL

SDL Tridion leads SDL's presence in the CXM market, and its abilities in terms of managing content on a global and local basis is a key selling point. The addition of Alterian for social media capabilities and campaign management has been a plus. SDL is moving quickly into the North American market (it's a UK-based WCM vendor).

Complex implementations is noted as a caution as is the need for a clearer strategic direction. And although as a .NET platform it will play nicely with SharePoint, SDL is not selling this point very strongly.

Sitecore

Sitecore wraps up the leader quadrant. Along with its Web CMS, Sitecore offers a Digital Marketing System (another .NET vendor). There is a wide range of products in the CXM line up including an Email Campaign Manager, engagement analytics and a commerce engine thanks to an OEM partnership with Insite Software.

Sitecore strengths include its SharePoint story, and its multilingual and multichannel capabilities. Adaptive Print Studio is also mentioned as it supports both the online and offline experience.

 

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Source : cmswire[dot]com