The approach being taken to deliver customer relationship management software is providing a telling indication on how the enterprise application heavyweights are progressing with their service-oriented architecture (SOA) strategies, reports analyst group Gartner.
SOA has become the near-universally accepted method for delivering next-generation enterprise applications, Gartner vice president, John Radcliffe acknowledged. And while SAP, Microsoft and Oracle had all made advances in their CRM offerings, users still faced uncertainty about how to progress.
