Leads the Field in Independent Evaluation of CRM Vendors

Analyst survey finds that 100% of customers are satisfied or very satisfied with their CRM; 100% would recommend it to their peers

SAN FRANCISCO, Calif. — December 16, 2004 — [NYSE: CRM], the market and technology leader in on-demand customer relationship management (CRM), today announced that it has received an Info-Tech CRM Select™ Award from Info-Tech Research Group, a leading technology analyst firm. In an independent review of 14 CRM vendors, including Microsoft [NASDAQ: MSFT], Oracle [NASDAQ: ORCL] and Siebel Systems [NASDAQ: SEBL], secured top scores for its state-of-the-art product functionality and vision, and was rated highest in customer satisfaction.

One hundred percent of customers surveyed by Info-Tech were satisfied with, with 78 percent reporting they were very satisfied with the on-demand market leader. The survey also found that 100 percent of customers were likely to recommend the product to their peers. In contrast, Siebel Systems scored the lowest overall in customer satisfaction with only 37 percent reporting that they were very satisfied with their Siebel CRM software.

"We're happy to recognize as an Info-Tech CRM Select Award winner," said Janet White, lead analyst on the study. "Customers are overwhelmingly satisfied with's offering, rating it higher than the competition in customer service categories. With a solid vision for the future and a total focus on customer success, we expect to improve its position in an increasingly crowded SME marketplace."

Info-Tech CRM Select™ Awards recognize outstanding vendors in the technology marketplace. Ranking vendors by the strength of their offering, their strategy for mid-market enterprises, and their customer satisfaction, the Info-Tech CRM Select Awards are a celebration of exceptional CRM vendors.

InfoTech's CRM vendor evaluations are based on extensive surveys and formal interviews with customers conducted throughout 2004. In tandem with this effort, analysts evaluated each vendor's market position and product offering, ranking vendors on viability and stability, strategy, technical merit and product feature set. All data was combined to achieve an overall rating and plotted on the Info-Tech Power Curve™. Leading companies must have a strong offering and a clear strategy for the mid-market, as well as high customer satisfaction.

"Driving customer success is our principal philosophy," said Chairman and CEO Marc Benioff. "In less than five years, we've created a global customer base that feels passionate about CRM. It's our mission to listen to our customers and respond by developing what they want and need from CRM - whether it's an integration platform such as sforce, a customization toolkit such as Customforce or any of the other innovations we've packed into, and updated at a rate of three times per year since our founding."

For more than five years, has been executing on its vision of the "End of Software" and the beginning of the era of customer success. With the release of its Winter '05 product suite, including the new Customforce on-demand customization toolkit, has created a new standard for building and delivering on-demand applications to track and manage customer information. Customforce enables authorized users to customize CRM or service solutions to track and manage unique data and processes without having to learn complicated programming commands.

The Info-Tech CRM Select Award adds to an impressive list of industry accolades earned by has won the PC Magazine Editor's Choice award and the Codie Award for Best CRM Solution for the past three years and was a recipient of the Gartner CRM Excellence Awards in 2003. Aberdeen Group honored with three consecutive Top 10 CRM Implementation awards from 2001-2003. InfoWorld previously named a 2004 Technology of the Year, as well as Best Hosted Application. This fall, CRM Magazine named a market leader across enterprise, mid-market and small business CRM.

About is the world’s largest provider of customer relationship management (CRM) software. For more information about (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase applications should make their purchase decisions based upon features that are currently available. has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit, or call 0800 0921223 .