Executive Summary (This is a document excerpt)

Forrester evaluated leading midmarket customer relationship management (CRM) suites vendors across approximately 490 criteria and found that RightNow Technologies, Oracle, salesforce.com, and Microsoft lead the category. Vendors' offerings in this evaluation range from highly packaged solutions like Maximizer Software's Maximizer Enterprise and FrontRange Solutions' GoldMine Corporate Edition, that are suitable for smaller deployments, to more flexible options like Onyx Software's Onyx CRM and CDC Software's Pivotal CRM, that are appropriate for larger, more complex deployments (but often require more time, effort, and expense to set up and manage). The CRM midmarket is increasingly dominated by software-as-a-service (SaaS) options — including those from Entellium, NetSuite, RightNow, and salesforce.com, as well as Oracle's Siebel CRM On Demand — whose frequent, automatic upgrades are further fueling the SaaS CRM momentum. This year's evaluation marks the first year that the Microsoft Dynamics CRM product emerges as a Leader in a Forrester Wave as well as the first year that Forrester is including an open source offering: SugarCRM's Sugar Enterprise.