For Business Process Professionals

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	December 22, 2006 IBM Emerges As The Customer Hub Leader The Forrester Wave™ Vendor Summary, Q4 2006 by R "Ray" Wang with Eric G. Brown, Ian Schuler, Emily Van Metre

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Executive Summary

WebSphere Customer Center epitomizes the customer hub and ranks as a Leader in the Q4 2006 Forrester Wave evaluation of customer hubs. IBM leads or is among the top three for most current offering categories. In addition, Forrester believes that IBM executes on the best overall strategy for customer hubs. Relationships with Acxiom, Trillium, and Firstlogic augment its integration to IBM Quality Stage and IBM Entity Analytics for data quality processing. Strong system integrator support delivers scarce skill resources to customers implementing customer hubs. The company remains best-suited to high-volume B2C implementations in industries like financial services, telecommunications, and retail, but it has shown success in the B2B market as a result of a recent wins at a large manufacturing and defense company and healthcare customer. Overall, IBM represents a strong fit for committed, heterogeneous deployments.

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