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	February 5, 2007 (updated February 14, 2007) The Forrester Wave™: Enterprise CRM Suites, Q1 2007 Oracle's Siebel CRM And SAP's mySAP CRM Lead, Chased By A Pack Of Strong Performers by William Band with Liz Herbert, Chip Gliedman, Sharyn Leaver, Ian Schuler, Mary Ann Rogan	Average: 7  (12 ratings)

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Executive Summary

Forrester evaluated leading enterprise CRM suites vendors across 493 criteria and found that Oracle's Siebel CRM and SAP's mySAP CRM are the clear Leaders. They offer broad and deep functional capabilities, industry specialization, and the scalability to support global organizations. Nevertheless, these Leaders are challenged by a diverse set of Strong Performers. First, Oracle's E-Business Suite CRM and Oracle's PeopleSoft CRM offer good options for buyers who value comprehensive suite integration. Next, Oracle's Siebel CRM On Demand, RightNow, and salesforce.com offer software-as-a-service (SaaS) deployment with excellent usability, low upfront costs, and quick time-to-value, albeit with some functionality limitations. Meanwhile, Microsoft Dynamics CRM provides a growing breadth of functionality and the opportunity to leverage the Microsoft platform to lower total cost of ownership (TCO), and Pegasystems' Customer Process Manager provides native business process management (BPM) tools for buyers who need to design and manage unique customer-facing processes. Infor Global's acquisition of the assets of Epiphany and M2M Holding's purchase of Onyx — both with modern process-centric architectures — help secure these two solutions a spot in our Strong Performers category. Amdocs CRM finds success with buyers as a Contender solution for service-intensive industries with custom needs but lacks extensive packaged CRM functionality.

TABLE OF CONTENTS

• Experience-Based Differentiation Fuels Demand For CRM Solutions
• Enterprise CRM Suites Evaluation Overview
• Despite Vendor Consolidation, Buyers Have A Range Of Choices
• Vendor Profiles
• Supplemental Material
• Related Research Documents

This is an excerpt

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