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LEADERBOARD ‘13

• Top 20 Software Leaders• Top Tier One & Mid-Market Vendors• Top Vendors in Grocery, Apparel & Specialty• 51 Charts and Breakdowns

A SUPPLEMENT TO RIS NEWS

LEADERBOARD ‘13RIS SOFTWARERIS SOFTWARE

LEADERBOARD ‘13

PLUS:

COMPANIES TO WATCH

x R I S S O F T WA R E L E A D E R B O A R D 2 01 3 R I S N E W S . C O M

SectionLEADERBOARD ‘13RIS SOFTWARERIS SOFTWARE

LEADERBOARD ‘13

Crowd SourcingMore retail voters, deeper data pools, better vendor insight

By Joe Skorupa

editor’S note

BY THE NUMBERS975 Vendor evaluations

376 Retail voters

249 Voters < $1B in revenue

162 Voters > $1B in revenue

155 Specialty retail voters

134 Apparel/footwear voters

67 Fast moving consumer

goods voters (grocery,

convenience, drug)

54 Department/mass/big box voters

45 CEO/president voters

35 V-level IT voters (VP, SVP, EVP)

33 V-level non-IT voters (VP, SVP, EVP)

29 CIO voters

16 C-level voters excluding CEO

and CIO

There is no doubT that internal demands

on the retail IT department are escalating

the urgent need for retailers to find strong

technology vendors to help them ease their

burden. Many retailers are actually upping

the ante by consolidating infrastructure,

applications and platforms, and therefore

relying on fewer technology partners but

leaning on them more.

At the same time, another big issue fac-

ing retailers is the pace of change. Internal

business units are demanding that technol-

ogy is deployed at unprecedented speeds,

and this, too, is having an impact on the re-

tailer-vendor relationship — more reliance,

more trust.

In the face of these forces — and others,

too, including competitive pressures and

technology-enabled shoppers — the typical

approach to technology selection, deploy-

ment, return on investment, and post-de-

ployment costs is changing.

To help retailers cope with the change,

the RIS Software LeaderBoard, now in its

13th year, provides an easy-to-understand,

head-to-head vendor ranking. The underly-

ing strength of the LeaderBoard is the em-

phasis it places on Customer Satisfaction

and the bullet-proof independence of the

data it uses to determine scores.

By definition, Customer Satisfaction

is subjective, so it is imperative that the

Software LeaderBoard has a deep pool of

respondents. This year’s survey includes

responses by 376 retailers (up 18.9% over

last year) who submitted 975 evaluations

(up 22.2% over last year). The depth of

the respondent pool means that Customer

Satisfaction scores are based on rock-solid

data to ensure confidence and reliability.

The bullet-proof independence of data

is guaranteed by using an independent re-

search firm, Litchfield Research, to gather

all the data. After approving the mailing

list to ensure no one except retailers are

invited to respond, Litchfield manages the

entire data collection process and sends a

final report to RIS at the end of the project.

This wall of separation is a hallmark of the

report’s integrity.

As retailers make plans to compete

more effectively in 2014 and beyond they

will need trusted vendor partners to help

them achieve their goals. The Software

LeaderBoard can help retailers narrow

their search and find the vendor partners

they can trust. •

r i s n e W s . C o M r i s s o F T WA r e L e A d e r b o A r d 2 01 3 3

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Customer-Centric TechnologyCaring for customers’ concerns is hard to do but not impossible for the Top 20 software Leaderboard vendors

4 R I S S O F T WA R E L E A D E R B O A R D 2 01 3 R I S N E W S . C O M


LEADERBOARD ‘13

“The CusToMer is ALWAys riGhT” was

either coined by Chicago retailing icon Mar-

shall Field or Harry Gordon Selfridge, who

worked with Field prior to moving to London

and becoming a retailing icon himself. Ei-

ther way it has become adopted throughout

retailing and deservedly so. The phrase is

not meant to be taken literally, of course.

It is meant to promote an attitude among

sales associates that making an effort to

care for customers’ concerns is essential

to success.

Extending this approach to retail tech-

nology is extraordinarily hard to do be-

cause the business models are different,

but customer satisfaction (as expressed

by retailers who are customers of technol-

ogy vendors) should count for something.

And it does in the annual RIS Software

LeaderBoard. It counts for a maximum of

50 points out of a maximum of 105 points

overall & category leaderS

SOFTWARE LEAdERBOARd TOP 20

rAnK CoMPAny reT. Con. reV. FAC. CusT. sAT. ToTAL

1 QuantiSense 43 1 49.5 93.5

1 MicroStrategy 47 5 41.5 93.5

1 ECRS 43 1 49.5 93.5

2 MI9 42 1 49.8 92.8

3 Oracle 48 5 37.3 90.3

4 SAP 49 5 36.2 90.2

5 Micros Retail 49 5 32.1 86.1

6 Celerant Technology 41 2 42.9 85.9

7 Epicor 39 5 41.6 85.6

8 JDS Solutions 35 1 48.4 84.4

9 NCR (Retalix) 44 5 32.2 81.2

10 Cegid 35 3 40.4 78.4

11 Manthan Systems 38 2 37.4 77.4

12 Manhattan Associates 27 5 41.4 73.4

13 MID Retail 24 1 48.1 73.1

14 PCMS Datafit 25 3 42.8 70.8

15 Magstar 23 1 46.0 70.0

15 Raymark 30 1 39.0 70.0

16 Reflexis Systems 21 2 45.3 68.3

17 Teradata 21 5 41.3 67.3

18 UTC Retail 23 3 41.0 67.0

19 Jesta I.S. 30 1 34.3 65.3

20 Kronos 18 5 41.4 64.4


LEADERBOARD ‘13retail-specific modules the firm offers) on

the Top 20 list. Clearly the Kronos business

model is not designed to offer an end-do-

end retail enterprise platform. Its focus is

on offering solutions designed to manage

workforce and human resource tasks. As a

result, Kronos’ Retail Concentration score

is 18, the only vendor on the list with less

than 20.

To score enough points to be ranked

alongside vendors with Retail Concentra-

tion scores in the 40s (out of a maximum

of 50), Kronos had to make up for it by

getting a high score in Customer Satisfac-

tion, which it did (41.4). Clearly, this offers

a glimpse into the high level of importance

customer care plays in the Kronos go-to-

market strategy.

in the overall master Top 20 list and in the

category breakout lists that use the full

105-point scale.

By looking at LeaderBoard data we can

get a glimpse of the role customer satisfac-

tion plays in the business models of tech-

nology vendors.

For example, Kronos (#20) has the low-

est Retail Concentration score (number of

6 R I S S O F T WA R E L E A D E R B O A R D 2 0 1 3 R I S N E W S . C O M

MId-SIzE VENdOR LEAdERS


1 QuantiSense 43 1 49.5 93.5

1 ECRS 43 1 49.5 93.5

2 MI9 42 1 49.8 92.8



5 Cegid 35 3 40.4 78.4


7 MID Retail 24 1 48.1 73.1

8 PCMS Datafit 25 3 42.8 70.8

9 Magstar 23 1 46.0 70.0

9 Raymark 30 1 39.0 70.0

BROAd SUITE VENdOR LEAdERS


1 QuantiSense 43 1 49.5 93.5

1 ECRS 43 1 49.5 93.5


2 MI9 42 1 49.8 92.8

3 Oracle 48 5 37.3 90.3

4 SAP 49 5 36.2 90.2


6 Celerant Technology

41 2 42.9 85.9

7 Epicor 39 5 41.6 85.6


9 NCR (Retalix) 44 5 32.2 81.2

10 Cegid 35 3 40.4 78.4

LARGE VENdOR LEAdERS



2 Oracle 48 5 37.3 90.3

3 SAP 49 5 36.2 90.2


5 Epicor 39 5 41.6 85.6

6 NCR (Retalix) 44 5 32.2 81.2


8 Teradata 21 5 41.3 67.3

9 Kronos 18 5 41.4 64.4

10 HP 19 5 38.8 62.8

TARGETEd SOLUTION VENdOR LEAdERS


1 Kronos 18 5 41.4 64.4

2 HP 19 5 38.8 62.8

2 RTC Quaterion Group

12 1 49.8 62.8

3 AccessVia/Lexmark 10 5 45.5 60.5

4 Cornell-Mayo (NCR)

9 1 50.0 60.0

4 TradeStone Software

13 2 45.0 60.0

5 NGC Software 16 3 40.5 59.5

6 IBM 16 5 37.8 58.8

7 Microsoft 12 5 39.9 56.9

8 Ceridian (Dayforce)

12 2 42.5 56.5

9 Dell 9 5 41.0 55.0


HeadlineHeadline

overall & category leaderSLEADERBOARD ‘13

RIS SOFTWARERIS SOFTWARE

LEADERBOARD ‘13


LEAdERS IN SPECIALTY RETAILING


1 QuantiSense 43 1 47.8 91.8


3 MI9 42 1 47.6 90.6


5 Oracle 48 5 35.9 88.9

6 SAP 49 5 30.8 84.8

7 Epicor 39 5 39.8 83.8


9 NCR (Retalix) 44 5 28.1 77.1

10 Cegid 35 3 35.0 73.0

LEAdRS BY SPECIALTY RETAILERSrAnK CoMPAny CusT. sAT.

1 QuantiSense 47.8

2 MI9 47.6


47.3

4 Celerant Technology 47.0

5 Bazaarvoice 43.5

5 Ceridian (Dayforce) 43.5

6 JDS Solutions 43.3

7 PCMS Datafit 43.2

8 AccessVia/Lexmark 42.1

9 Reflexis Systems 41.7

10 AirWatch 41.1

LEAdERS IN APPAREL


1 QuantiSense 43 1 47.7 91.7


3 MI9 42 1 46.3 89.3


4 SAP 49 5 33.2 87.2

4 Oracle 48 5 34.2 87.2


6 Epicor 39 5 37.8 81.8

7 Cegid 35 3 39.2 77.2


9 MID Retail 24 1 47.2 72.2

LEAdERS BY APPAREL RETAILERSrAnK CoMPAny CusT. sAT.


2 QuantiSense 47.7

3 MID Retail 47.2

4 MI9 46.3

4 Cornell-Mayo (NCR) 46.0

5 NGC Software 41.5

6 UTC Retail 41.0

6 TradeStone Software 40.8


8 Cegid 39.2

8 Demandware 39.2

8 MicroStrategy 39.2

LEAdERS IN GROCERY


1 ECRS 43 1 48.9 92.9

2 SAP 49 5 37.9 91.9

3 Oracle 48 5 31.5 84.5

4 NCR (Retalix) 44 5 32.0 81.0

5 Magstar 23 1 48.0 72.0

6 Reflexis Systems 21 2 45.3 68.3


8 PCMS Datafit 25 3 36.3 64.3

9 Kronos 18 5 39.0 62.0

10 HP 19 5 35.3 59.3

LEAdERS BY GROCERY RETAILERSrAnK CoMPAny CusT. sAT.

1 ECRS 48.9

2 Magstar 48.0



5 Kronos 39.0

6 Dell 38.6

7 Toshiba Global Commerce Solutions (IBM POS)

38.3

8 SAP 37.9

9 Microsoft 37.5

10 PCMS Datafit 36.3


LEADERBOARD ‘13

1 0 R I S S O F T WA R E L E A D E R B O A R D 2 01 3 R I S N E W S . C O M

ing scale to those with big voting pools in

part to compensate for the law of large

numbers (which states that average scores

regress to mean for large voting pools). No

weighting is used in all other charts in the

Software LeaderBoard.

Congratulations are due to three soft-

ware vendors who earned the crown as the

top retail software vendors for 2013 and

the year ahead — QuantiSense, MicroStrat-

egy and ECRS. All three tied at number one

on the Top 20 master list in the 2013 RIS

Software LeaderBoard and deserve major

credit for their achievement. •

the retail vertical, Kronos has the lowest

Retail Concentration score once again and

makes up the difference by scoring well in

Customer Satisfaction.

This insight is taken to its ultimate con-

clusion in the list called Targeted Solution

Vendor Leaders, which includes only ven-

dors that have scores of 20 or less in Retail

Concentration. In this list of Retail Concen-

tration peers, Kronos is number one.

One other distinction highlights the

charts in this section — a small weighting

factor added to the Customer Satisfaction

Score. The weighting is awarded on a slid-

The other charts in this section, all of

which use the 105-point scale, also offer

glimpses into the business strategy of tech-

nology vendors. In the list called Large Ven-

dor Leaders, which includes only vendors

with more than $125 million in revenue in

LEAdERS FOR MId-SIzE RETAILERS


1 QuantiSense 43 1 47.9 91.9

2 ECRS 43 1 47.7 91.7

3 MI9 42 1 47.7 90.7


5 Oracle 48 5 34.3 87.3

6 SAP 49 5 32.0 86.0


8 Epicor 39 5 39.5 83.5


10 NCR (Retalix) 44 5 33.2 82.2

LEAdERS IN CUSTOMER SATISFACTION

rAnK CoMPAny CusT. sAT.


50.0

2 MI9 49.8


49.8

3 QuantiSense 49.5

3 ECRS 49.5


5 MID Retail 48.1

6 Magstar 46.0

7 AccessVia/ Lexmark

45.5



45.0


TOP VENdORS FOR TIER ONE RETAILERS



2 QuantiSense 43 1 47.2 91.2

3 SAP 49 5 34.2 88.2

4 Oracle 48 5 34.3 87.3


6 Epicor 39 5 35.6 79.6

7 NCR (Retalix) 44 5 29.0 78.0



10 Cegid 35 3 36.3 74.3

LEAdERS IN RETAIL CONCENTRATION


1 SAP 49

1 Micros Retail 49

2 Oracle 48

3 MicroStrategy 47

4 NCR (Retalix) 44

5 ECRS 43

5 QuantiSense 43

6 MI9 42


41

8 Epicor 39

9 Manthan Systems 38

10 JDS Solutions 35

10 Cegid 35

The Retail Concentration Category is also

broken out into two groups – Broad Suite

Vendors (with more than 20 retail soft-

ware applications) and Targeted Solution

Vendors (with 20 software applications or

less applications). •

The LeAders in this section fall into three

categories that are divided into two parts

each for a total of six top-10 lists.

One category is based on the size of

retail voters – Tier One retailers with rev-

enue greater than $1 billion and Mid-Size

retailers with revenue less than $1 billion.

The revenue category is broken out

into two groups — Large Vendors (with

revenue in the retail vertical greater than

$125 million) and Mid-Size Vendors

(with revenue less than $125 million).

six lists based on revenue of vendor, revenue of retailer and in retail Concentration

Breaking Away


LEADERBOARD ‘13


cuStomerSatiSfactionleaderS

CUSTOMER SATISFACTIONBY TIER ONE RETAILERS



50.0

2 QuantiSense 47.2

3 Magstar 47.0





42.6

8 Bazaarvoice 42.3

9 Aruba Networks 41.3

10 AirWatch 41.0

CUSTOMER SATISFACTIONBY MId-SIzE RETAILERS



2 QuantiSense 47.9

3 MID Retail 47.8

4 ECRS 47.7


47.7

4 MI9 47.7


45.3

6 Magstar 43.8

7 NGC Software 43.7

8 Bazaarvoice 43.5

MId-SIzE VENdOR CUSTOMER SATISFACTION



50.0

2 MI9 49.8


49.8

3 QuantiSense 49.5

3 ECRS 49.5


5 MID Retail 48.1

6 Magstar 46.0



45.0

9 Bazaarvoice 44.0

LARGE VENdOR CUSTOMER SATISFACTION



45.5

2 Epicor 41.6


4 Manhattan Associates

41.4

4 Kronos 41.4

5 Teradata 41.3

6 Dell 41.0

7 Microsoft 39.9

8 AirWatch 39.7

9 Akamai 38.9

10 HP 38.8

BROAd SUITE VENdOR CUSTOMER SATISFACTION


1 MI9 49.8

2 QuantiSense 49.5

2 ECRS 49.5


4 MID Retail 48.1

5 Magstar 46.0



42.9

8 PCMS Datafit 42.8

9 Epicor 41.6


TARGETEd SOLUTION VENdOR CUSTOMER SATISFACTION



50.0


49.8


4 TradeStone Soft-ware

45.0

5 Bazaarvoice 44.0

6 ANT USA 43.7


8 Kronos 41.4

9 360pi 41.1

10 Dell 41.0

SectionLEADERBOARD ‘13RIS SOFTWARERIS SOFTWARE

LEADERBOARD ‘13

10 years and has provided excellent ser-

vice. Anytime we need a modification to the

software they do it in a timely and profes-

sional manner.

• MicroStrategy is a great tool that is

easy to use and understand.

• Ceridian Dayforce changed the way

we do business and helped us optimize our

labor scheduling chain-wide.

• TradeStone Software has been great

to work with and has become a trusted

partner for our company.

• QuantiSense is a tremendous busi-

ness partner. They understand our busi-

ness needs and consistently deliver the

systems to support them.

• Manhattan Associates consistently is

adding more functionality and features to

their products. Particularly with their Dis-

tributed Order Management product, they

are moving in a direction that is two steps

ahead of where we want to go. They have

been absolutely spot-on in their product di-

rection and we are lucky that we got in on

the ground floor.

• JDS Solutions has dramatically im-

proved our retail operations, controls and

management, resulting in increased sales

and profitability. Both software and sup-

port have been key elements in growing our

business and support from JDS has been

essential in assisting us 24/7, despite the

time zone differences and language bar-

riers that exist between our countries. We

are extremely satisfied.

• Overall, the working relationship

with AccessVia/Lexmark has been one of

the most enjoyable. Even before the con-

tract was signed, they demonstrated how

responsive they could be to customer re-

retailers vote in the LeaderBoard using

an online form where they rate Customer

Satisfaction with vendors in 10 Criteria on

a 1-5 scale where one stands for the low-

est satisfaction and five the highest. This

method produces a hard number with a

maximum of 50 points, which makes it

easy to rank vendors in lists and compare

them head to head.

But wouldn’t it be interesting if we could

also know what retailers were thinking as

they made their evaluations? To make this

happen, we inserted a question in the on-

line form asking retailers to tell us why they

voted the way they voted.

The comments come from more than

130 retailers who were not shy about ex-

pressing their thoughts. Here is a small se-

lection of the candid, unsolicited, end-user

comments collected about vendors that

appear in the 2013 RIS Software Leader-

Board. All are direct quotes from retailers.

• Reflexis is truly a great partner/ven-

dor. They take pride in never saying, “No,

that can’t be done.” Amazing team to work

with from rollout all the way through to on-

going support.

• I find Epicor to be an easy company

to work with. Always very helpful when I

call the support line. They do upgrades at

least once a year. The system is easy to use

when you have little knowledge.

• Celerant has the talent and experi-

ence to lead our supply chain and retail

POS investment where we need it to go.

Rock solid partners, too. Excellent product

suite and world class service delivery. Our

team really likes the Celerant team from

CEO on down.

• Magstar has been our vendor for over

examining the reasons behind the retailer votes for Customer satisfaction

data Finds a Voice


LEADERBOARD ‘13


criteria leaderS

LEAdERS IN OVERALL PERFORMANCE


1 MID Retail 5.0


4.9


4.9

2 QuantiSense 4.9

2 ECRS 4.9

3 Bazaarvoice 4.7

3 MI9 4.7

3 ANT USA 4.7

4 Magstar 4.6

5 JDS Solutions 4.5

5 NGC Software 4.5

LEAdERS IN TOTAL COST OF OPERATIONS


1 MID Retail 4.9

2 MI9 4.8

3 ECRS 4.7


4.7

3 ANT USA 4.7


4.6

4 QuantiSense 4.6

4 JDS Solutions 4.6

5 Magstar 4.5

6 RetailNext 4.3

6 NGC Software 4.3


LEAdERS IN PROdUCT RELIABILITY



4.9

1 MI9 4.9


4.8

2 QuantiSense 4.8

2 MID Retail 4.8

3 JDS Solutions 4.7

3 ECRS 4.7

3 RetailNext 4.7

4 Magstar 4.6

4 Bazaarvoice 4.6



4.4

LEAdERS IN INSTALLATION & INTEGRATION


1 MID Retail 4.8


4.7

2 QuantiSense 4.7

2 MI9 4.7

2 ANT USA 4.7

3 ECRS 4.6

3 JDS Solutions 4.6


4.6

4 RetailNext 4.5

5 Magstar 4.4



4.2

7 PCMS Datafit 4.2

LEAdERS IN TECHNOLOGY INNOVATION


1 MI9 4.9

2 ECRS 4.7

3 QuantiSense 4.6


4.6


4.5

4 NGC Software 4.5

4 JDS Solutions 4.5

5 PCMS Datafit 4.3


5 RetailNext 4.3


4.3


LEAdERS IN RETURN ON INVESTMENT



4.9


4.8

3 ECRS 4.7

3 MID Retail 4.7

3 MI9 4.7

4 QuantiSense 4.6

4 JDS Solutions 4.6

5 Magstar 4.5


7 AccessVia/Lexmark

4.1

7 Bazaarvoice 4.1


4.1


LEADERBOARD ‘13 criteria leaderS

quests. They are a dedicated/customer

focused team. When problems (theirs or

ours) occur, they quickly make themselves

available to research/diagnose the issue.

• The amount of effort that ECRS puts

towards developing new features is very

impressive. They listen to their customers

interests and deliver a product that gives

users the power to control their business.

Additionally, the support that ECRS offers

gives us the confidence to implement new

processes.

• I have worked with UTC Retail for near-

ly seven years and every time I’ve needed

support, they have come through.

• PCMS has a clear understanding of

the grocery sector and technology trends,

such as click and collect, self-checkout,

and more.

• 360pi has been fantastic to work

with. They are very responsive to our needs

and excellent about communicating project

progress/status. Data is reliable and they

are continually improving.

• The MID team understands retail and

makes the transition to their systems very

seamless. The service and commitment

from the team excels beyond anyone I have

worked with in the past.

• We have worked with the folks at MI9

for about 20 years now. Their support is

second to none. We know them by name

and they know our business and how we

operate. Their software is truly designed

with the retailer in mind. Plus, if you have

some unique things that you need incor-

porated, MI9 can accommodate you very

nicely. It’s a great group.

• RTC Quaterion always responds to any

issues we have with a sense of urgency.

Their organization communicates well and

follows-up promptly. They conduct business

as a true partner. Good group of people.

• We are simply very satisfied with the

choice we made a year ago to go with the

Cegid solution. This solution is just the per-

fect fit for us.


LEADERBOARD ‘13


LEAdERS IN QUALITY OF SERVICE



5.0

1 ANT USA 5.0


4.9

2 ECRS 4.9

3 MI9 4.8

3 QuantiSense 4.8

3 MID Retail 4.8

4 JDS Solutions 4.5

4 Magstar 4.5

5 Bazaarvoice 4.4

5 PCMS Datafit 4.4


LEAdERS IN RECOMMENdATION STATUS



5.0

1 ANT USA 5.0

2 ECRS 4.9


4.9

2 QuantiSense 4.9

2 MI9 4.9

3 MID Retail 4.8

4 Magstar 4.6

4 JDS Solutions 4.6

4 Bazaarvoice 4.6

5 NGC Software 4.5


4.5

LEAdERS IN QUALITY OF SUPPORT


1 ECRS 4.9

1 MI9 4.9


4.9


4.9

1 MID Retail 4.9

2 QuantiSense 4.8

3 ANT USA 4.7

4 Magstar 4.6


6 JDS Solutions 4.4

7 Aruba Networks 4.3

7 RetailNext 4.3

7 Tradestone Software

4.3

LEAdERS IN AdMINISTRATION& MAINTENANCE


1 ANT USA 5.0

2 QuantiSense 4.8


4.7

3 MI9 4.7

4 ECRS 4.6


4.6

5 JDS Solutions 4.5

6 Magstar 4.4

6 MID Retail 4.4


7 RetailNext 4.3


4.2

8 Tradestone Software

4.2

criterialeaderS

MethodologyTo generate LeaderBoard rankings retailers use an online form to rate vendors on a 1-5 scale in 10 Criteria where one stands for the lowest satisfaction and five the highest. The 10 Criteria are: overall perfor-mance, roI, TCo, Innovation, reliabil-ity, Installation/Integration, adminis-tration/Maintenance, Support, Service and recommendation. The aggregate score (a maximum of 50 points) is called Customer Satisfaction.

retailers are invited to vote by an e-mail message with a link that can only be used once and cannot be transferred to another computer. all invitations were sent out by the independent firm Litchfield research in September and early october. after the survey closed, Litchfield research created an aggregated report and sent it to rIS to publish in the Softw are LeaderBoard. This year 376 retailers voted.

retail Concentration is a measure-ment of the footprint a vendor has in the retail technology space. rIS creates a list of 50 core retail applications and publishes the retail Concentration score (a maximum of 50 points – one point per module) based on vendor-submitted information and independent research.

revenue Factor is broken out into five revenue ranges as follows: one point for revenue in the retail vertical of $20 million or less; two points for revenue $20-$50 million; three points for revenue $50-$125 million; four points for revenue $125-$250 million; and five points for revenue above $250 million. •


LEADERBOARD ‘13

Analyzing vendors along the great divide of retail revenue above and below the $1b mark

A Matter of Scalein This ChAPTer We separate voters into

two groups — retailers with annual revenue

less than a billion dollars (referred to as

Mid-Size) and retailers with revenue more

than one billion dollars (Tier One).

About 10 years ago, when Home De-

pot was making plans to replace several

core components of its retail and ERP sys-

tems, the CIO was quoted as saying there

were less than a handful of software ap-

plications capable of handling the scale re-

quired by Home Depot. The opposite is also

true: software that can handle the scale of

Home Depot will not be a good fit in many

Mid-Size companies.

The charts in this section give both types

of software their due. For each of the 10

Criteria used throughout the LeaderBoard

to determine the overall Customer Satisfac-

tion score there are charts in this section

that show the top-10 vendors broken out by

revenue size of retail respondents. On the

left side of each chart are rankings based

on votes by Tier One retailers (revenue

greater than $1 billion) and on the right

side are rankings based on votes by Mid-

Size retailers (revenue less than $1 billion).

The rankings are listed side-by-side for

easy comparison. A quick glance at the

charts reveals that size really matters.

Few software vendors appear on both

sides of the revenue divide, which indicates

that it is not easy for a software solution to

satisfy both ends of the spectrum. According

to the evidence, most high-performing soft-

ware solutions, and by extension the vendors

that provide them, are specific to the revenue

size of the retail clients.

Many vendors claim their solutions are

suitable for retailers of all sizes and there may

be some truth to the claim. However, when

Customer Satisfaction is the yardstick used

to analyze the claim we see that few vendors

are able to achieve it.

But this could change over time as ven-


LEAdERS IN OVERALL PERFORMANCE BY TIER ONE & MId-SIzE RETAILERS

by Tier one reTAiLers by Mid-siZe reTAiLers

rAnK CoMPAny CusT. sAT. rAnK CoMPAny CusT. sAT.

1 Cornell-Mayo (NCR) 5.00 1 MID Retail 5.00

1 Magstar 5.00 2 JDS Solutions 4.93

2 QuantiSense 4.89 3 RTC Quaterion Group 4.89

3 Bazaarvoice 4.67 4 ECRS 4.86

4 Ceridian (Dayforce) 4.33 4 QuantiSense 4.86

4 Aruba Networks 4.33 5 Bazaarvoice 4.75

5 TradeStone Software 4.29 5 Cornell-Mayo (NCR) 4.75

6 Reflexis Systems 4.10 6 MI9 4.67

7 AccessVia/Lexmark 4.07 6 NGC Software 4.67

8 MicroStrategy 4.00 7 Magstar 4.40

LEAdERS IN TOTAL COST OF OPERATIONS BY TIER ONE & MId-SIzE RETAILERS


rAnK CoMPAny CusT. sAT. rAnK CoMPAny CusT. sAT.

1 Cornell-Mayo (NCR) 5.00 1 JDS Solutions 5.00

1 Magstar 5.00 2 MID Retail 4.88

2 QuantiSense 4.56 3 MI9 4.75

3 Ceridian (Dayforce) 4.33 4 ECRS 4.71

3 AirWatch 4.33 4 QuantiSense 4.71

4 AccessVia/Lexmark 4.31 5 NGC Software 4.67

5 Reflexis Systems 4.30 6 RTC Quaterion Group 4.56

6 PCMS Datafit 4.20 7 Cornell-Mayo (NCR) 4.25

7 TradeStone Software 4.12 7 Toshiba Global Commerce Solutions (IBM POS)

4.25

8 360pi 4.11 8 Magstar 4.20

tier one & mid-SizeleaderS

mark, AirWatch, Cegid and Bazaarvoice.

AirWatch is an interesting case because

it is not only a large company (although

dors continuously upgrade and evolve their

business models. In fact, several vendors

have already accomplished the difficult task

and achieved high scores on both ends of

the revenue spectrum. These include Cornell-

Mayo, QuantiSense, Magstar, AccessVia/Lex-

2 2 R I S S O F T WA R E L E A D E R B O A R D 2 0 1 3 R I S N E W S . C O M

LEAdERS IN RETURN ON INVESTMENTBY TIER ONE & MId-SIzE RETAILERS


rAnK CoMPAnyCusT. sAT.


1Cornell-Mayo (NCR)

5.00 1 JDS Solutions 5.00

2 Magstar 4.67 2RTC Quaterion Group

4.89

3 QuantiSense 4.44 3 QuantiSense 4.86

4Ceridian (Dayforce)

4.33 4 MID Retail 4.83

5Reflexis Systems

4.30 5 MI9 4.75

6AccessVia/Lexmark

4.24 5Cornell-Mayo (NCR)

4.75

7TradeStone Software

4.18 6 ECRS 4.71

8 DemandWare 4.00 7 Magstar 4.40

8Aruba Networks

4.00 8 NGC Software 4.33

8 Bazaarvoice 4.00 9 UTC Retail 4.30

LEAdERS IN TECHNOLOGY INNOVATIONBY TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)



3 PCMS Datafit 4.50 3 Bazaarvoice 4.75


4.50 4 ECRS 4.71


4.38 4 QuantiSense 4.71

5 Raymark 4.33 5RTC Quaterion Group

4.67

5 Magstar 4.33 5 NGC Software 4.67

5 AirWatch 4.33 6 MID Retail 4.57

6Reflexis Systems

4.30 7Celerant Technology

4.26

7AccessVia/Lexmark

4.17 8 Magstar 4.20


LEADERBOARD ‘13tier one & mid-SizeleaderS

LEAdERS IN PROdUCT RELIABILITY BY TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)



3 Magstar 4.67 3RTC Quaterion Group

4.78

4Reflexis Systems

4.50 4 Bazaarvoice 4.75

5AccessVia/Lexmark


4.75

6 Bazaarvoice 4.33 5 MID Retail 4.71

7 MicroStrategy 4.27 5 QuantiSense 4.71


4.25 6 ECRS 4.69

8 Teradata 4.25 7 Magstar 4.60

8 Akamai 4.25 8AccessVia/Lexmark

4.50

LEAdERS IN INSTALLATION/INTEGRATION B Y TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)


2 QuantiSense 4.67 2 MID Retail 4.71

2 AirWatch 4.67 2 QuantiSense 4.71

3 Magstar 4.33 3 MI9 4.67

4Reflexis Systems

4.30 4 ECRS 4.64

5AccessVia/Lexmark

4.24 5RTC Quaterion Group

4.56

6 PCMS Datafit 4.20 6 Magstar 4.40

7 360pi 4.13 7Cornell-Mayo (NCR)

4.25


4.00 8 Cegid 4.17

8 Cegid 4.00 8AccessVia/Lexmark

4.17


LEADERBOARD ‘13


LEAdERS IN QUALITY OF SERVICE BY TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)


5.00

1 Magstar 5.00 2 JDS Solutions 4.93

2 QuantiSense 4.67 3RTC Quaterion Group

4.89

2 Bazaarvoice 4.67 4 ECRS 4.86

3 PCMS Datafit 4.50 4 MID Retail 4.86

4Reflexis Systems


5AccessVia/Lexmark

4.38 5 MI9 4.75


4.38 6 UTC Retail 4.40

6Aruba Networks


7 Teradata 4.25 8 Bazaarvoice 4.25

LEAdERS IN AdMINISTRATION/MAINTENANCEBY TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)


2 QuantiSense 4.78 2 QuantiSense 4.86


4.50 3 MI9 4.67

4 Raymark 4.33 4 ECRS 4.64

4 Bazaarvoice 4.33 5RTC Quaterion Group

4.56

4 Magstar 4.33 6 MID Retail 4.43

5Reflexis Systems

4.30 7 Magstar 4.40



4.25

7AccessVia/Lexmark


8 MicroStrategy 4.14 10 Cegid 4.00

LEAdERS IN QUALITY OF SUPPORTBY TIER ONE & MId-SIzE RETAILERS




1Cornell-Mayo (NCR)


1 Magstar 5.00 1 ECRS 4.93


3Reflexis Systems


4.89


4.38 4 MID Retail 4.86

5AccessVia/Lexmark




4.75

6Aruba Net-works


6 Bazaarvoice 4.33 7 Magstar 4.40

7 Teradata 4.25 8 Bazaarvoice 4.25

LEAdERS IN RECOMMENdATION STATUSBY TIER ONE & MId-SIzE RETAILERS




1 QuantiSense 5.00 1 JDS Solutions 5.00

1Cornell-Mayo (NCR)


5.00

2Ceridian (Day-force)

4.67 2 ECRS 4.93

2 Bazaarvoice 4.67 3 MID Retail 4.86

2 Magstar 4.67 4 MI9 4.83

3 PCMS Datafit 4.50 5Cornell-Mayo (NCR)

4.75

3Reflexis Sys-tems


4AccessVia/Lexmark


5 MicroStrategy 4.40 8 Magstar 4.60

5 Demandware 4.40 9TradeStone Software

4.50

tier one & mid-SizeleaderS

Customer Satisfaction is not impossible for

large, horizontal software vendors. It is just

hard to do and something to strive for. •

not very old), it is a horizontal company

that serves multiple industries beyond re-

tail. This is usually a double kiss of death

for achieving high Customer Satisfaction

scores in the LeaderBoard. However, as

an exception it helps prove the point that

RIS SOFTWARERIS SOFTWARE

LEADERBOARD ‘13LEADERBOARD ‘13 companieSto watch

Up Close & In-depth six software companies that stand apart from the Top-10 lists and point totals

In many ways the Software LeaderBoard

is a collection of lists, so in this section we

break free of the point totals and focus on

a few companies that deserve special rec-

ognition for their technology achievements

in 2013. While not all of the companies are

featured in the LeaderBoard rankings, all

have made noteworthy achievements over

the past year, earning their place on the

Companies to Watch list.

360pi

A definite Tier One player, 360pi has left its

mark on this year’s LeaderBoard rankings.

The company helps retailers gain real-time

visibility into market trends, awareness of

the competitive pricing landscape, and the

ability to “right-price” to shoppers. With a

strong performance this year, 360pi placed

in the following categories: #9 in Targeted

Solution Vendor Customer Satisfaction list,

#8 in Leaders in Total Cost of Operations

by Tier One Retailers, and #7 in Leaders in

Installation/Integration by Tier One Retail-

ers. The company also ranked #9 in both

Total Cost of Operations and Administration

and Maintenance, and tied for #10 in both

Quality of Service and Installation.

Jesta I.S.

Apparel ERP software solutions provider

Jesta I.S. provides end-to-end integrated

solutions to support business management

information such as PLM, BI, planning and

forecasting, and WMS. With a client portfo-

lio that includes DSW, Town Shoes Limited

and Guess?, Jesta ranked #12 among Mid-

Size Vendor Leaders, #10 in Installation,

tied for #9 in both Quality of Support and

Quality of Service, and tied at #11 in Retail

Concentration.

NetSuite

As a provider of cloud-based business man-

agement software, NetSuite helps compa-

nies manage business processes through

an integrated system of ERP/financials,

CRM, e-commerce, inventory and more.

The SaaS suite helps to automate opera-

tions, streamline processes and access

real-time business information anytime,

anywhere. Its more than 16,000 users in

midsized companies and divisions of large

enterprises helped the vendor to rank #18

among Large Vendor Leaders on this year’s

Top 20 master list.

Starmount

With a strong position in mobile commerce,

Starmount leverages its retail experience

to improve the way retailers sell and con-

sumers shop. Its solution offerings help

retailers transform the retail environment

to a connected and engaging store experi-

ence. From mobile selling to omnichannel

engagement, retailers can provide more

personalized and relevant interactions with

customers. Starmount works with a variety

of clients, including Pep Boys, Urban Outfit-

ters and Perry Ellis.

Stibo Systems

Over the last 30 years, Stibo Systems

has evolved into a leading Master Data

Management (MDM) vendor. Using its

STEP technology, customers can leverage

product information assets and handle

the complex workflows needed for product

and cross-channel consistencies, helping

them meet omnichannel needs. As Stibo

expands its domain expertise, its solu-

tions have aided the gathering, managing

and sharing of customer and corporate

information across the enterprise using a

single MDM platform. While Stibo Systems

didn’t make the published Top-10s, the

vendorhad strong LeaderBoard perfor-

mances by tying for #9 in Quality of Ser-

vice, #10 in Product Reliability, #11 in

Quality of Support, and ranking #16 in

Technology Innovation.

VeriFone (GlobalBay)

Mobile retail solutions are VeriFone Glo-

balBay’s niche, and increasing sellable

moments that elevate the customer expe-

rience are the company’s sweet spot. The

solutions help retailers generate ROI by ex-

panding the selling radius, improving units

per transactions (UPTs) and connecting

store associates more directly with custom-

ers. Its easy-to-deploy functionality helped

GlobalBay to place #17 in the Large Vendor

Leaders Customer Satisfaction rankings. •


Breaking free of point totals the focus here is on companies that deserve special recognition for unique technology achievements.

t h a n k y o u t o o u r s p o n s o r s

BY JDS SOLUTIONS


LEADERBOARD ‘13Celerant Technology’s Omni-Channel solutions expertly manage all aspects of a retail operation and are designed to ensure

that your business runs smoothly and efficiently. Celerant software provides Point of Sale, Inventory Management, Ware-

housing, CRM, Analytics, Accounting, E-Commerce, Mobile Commerce, and Mail Order/Catalog all in one real-time system.

www.celerant.com

MiCros systems, inc. provides leading enterprise-wide applications, services and hardware for the hospitality and retail

industries. MICROS applications include point of sale, business intelligence, eCommerce, loyalty, CRM, loss prevention, dis-

tributed order management, labor management, inventory management, and merchandise planning solutions. Visit http://

www.micros-retail.com.

Lexmark solutions for retail empower retailers to act with speed and accuracy from the back office to the point of sale. Ac-

cessVia, a business unit of Lexmark, is the leading provider of retail shelf-edge signage solutions. Gain control and visibility

over the processes and data in your organization. www.lexmark.com/retail

Quantisense offers retail analytics software and expert services exclusively for retailers. Customers include Burlington Coat

Factory, Destination XL, Hallmark Cards, Hibbett Sports, Restoration Hardware and Urban Outfitters. With QuantiSense

Retail Business Intelligence™ and Playbooks™ software, retailers can augment any existing BI and reporting platform or

deploy new analytics from the ground-up in as little as 60 days. www.Quantisense.com

Cornell-Mayo ranked first in every Tier 1 category with over a dozen additional Top 10 rankings in the RIS 2013 Software

Leaderboard. Now part of NCR Retail, Cornell-Mayo’s track record of success and outstanding customer service makes

them the premier POS software solution for Tier 1 retail and Department Stores. www.cornell-mayo.com.

Leading retailers use Microstrategy, the global leader in enterprise software platforms, for enabling rapid decisions and im-

mediate action anytime, anywhere. Retailers deploy MicroStrategy to analyze vast amounts of data, to distribute actionable

business insight, and to improve operating efficiency and the customer’s shopping experience with our mobile and loyalty

solutions. www.microstrategy.com

Solutions built for retailers by retailers: leading companies such as Sprouts, Love’s, Teavana and Charming Charlie use

Manthan analytics for marketing, merchandising, vendor, and operations insights. Get your mission-critical information at

the speed of thought. Your business insights at your fingertips from inquiry and investigation through analysis and execu-

tion. www.manthansystems.com

reflexis is the pioneer in Workforce Management & Task Execution solutions that enable retailers to execute their strategy

flawlessly and uncover profit. The Reflexis platform of integrated Task Management, Compliance, Time and Attendance, and

Labor Scheduling solutions enables retailers to align store labor & activities to corporate goals and institutionalize best-

practice response to real-time alerts. www.reflexisinc.com

Tradestone helps companies design and deliver great products to an omni-market world. Marquee customers include Amer-

ican Eagle Outfitters, Ascena Retail Group, Belk, Boots, Daymon Worldwide, Family Dollar, Guitar Center, Kohl’s, Lowe’s,

NBrown Catalog Company, Pacific Sunwear, Shoprite, The Gap and Urban Outfitters. Learn more about TradeStone by visit-

ing www.tradestonesoftware.com.

Jds solutions Corp. provides integrated retail management software to retailers. Its flagship product, WinRetail, is an award

winning end-to-end software solution that helps retailers improve their business and increase sales. WinRetail offers inven-

tory management from point-of-sale through detailed reporting and back-office functions, and everything in between. NRF

Booth 4213. www.JdssC.com

Cornell MayoRetail

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