For Business Process & Applications Professionals (Length: 13 pages)

Executive Summary (This is a document excerpt)

Selecting CRM software means much more than evaluating feature/function lists. Forrester talked with 19 leading organizations and found that they use a balanced set of criteria: vendors' current offering, strategy, and market presence. Within these categories, ease of use, analytic capabilities, and sound customer data management are of prime importance. Buyers want a flexible application that will demonstrably improve user productivity and the customer experience. And not only do they value the vendors' product capabilities, but they also value the expertise of systems integration partners.