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	May 24, 2007 (updated August 22, 2007) The Forrester Wave™: Customer Service Management Software, Q2 2007 Different Markets And Needs Point To Different Solutions by Chip Gliedman with Ian Schuler, Sharyn Leaver, William Band, Liz Herbert, Mary Ann Rogan	Average: 8  (3 ratings)

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Executive Summary

Forrester evaluated leading customer service management software vendors across approximately 180 criteria and found that Entellium, Microsoft, Oracle Siebel CRM, Oracle Siebel CRM On Demand, salesforce.com, and SAP are Leaders for customer record-centric products; eGain, KANA Software, RightNow Technologies, and Talisma are Leaders for customer interaction-centric products; and Graham Technology, Onyx, and Pegasystems are Leaders for business process-centric products. Within the customer record-centric category, Infor, Maximizer Software, NetSuite, Oracle E-Business Suite, Oracle Peoplesoft Enterprise CRM, SageCRM, Sage SalesLogix, and SugarCRM are Strong Performers. Among interaction-centric products, ATG, FrontRange Solutions, KNOVA, and Numara Software are Strong Performers. Amdocs and Chordiant are Strong Performers within the process-centric category. Differing requirements within an individual company necessitate a careful evaluation of the specific capabilities and individual strengths of each product and probably require the use of more than one tool to solve the full range of customer service management needs.

TABLE OF CONTENTS

• Customer Service Emerges As The Differentiator For Many Businesses
• Customer Service Management Software Evaluation Overview
• Record-Centric Products Trade Depth For Breadth
• Record-Centric Vendor Profiles
• Interaction-Centric Products Shine For Self-Service And eService
• Interaction-Centric Vendor Profiles
• Process-Centric Products Must Be Watched With Industry Expertise
• Process-Centric Vendor Profiles
• Supplemental Material
• Related Research Documents

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