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For Application Development & Delivery Professionals

The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

July 19, 2010


  • By William Band,
  • James G. Kobielus
  • with Connie Moore,
  • Craig Le Clair,
  • Andrew Magarie

Why Read This Report

Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of products to sift through to support the quest to create differentiated customer experiences and build stronger bonds of buyer loyalty. Leader solutions CDC Software, Microsoft, Oracle CRM On Demand, RightNow,, and SAP Business All-in-One offer flexible and quick-to-implement solutions. Other Leaders, like Oracle Siebel CRM, Pegasystems, and SAP CRM, offer solutions with deep and broad customer service functionality and business process management (BPM) acumen. Strong Performers such as Oracle E-Business Suite CRM, Oracle's PeopleSoft Enterprise CRM, and SageCRM offer strong integration with ERP systems. Chordiant Software and Sword Ciboodle, also Strong Performers, offer BPM strengths as well. Strong Performers Maximizer Software, NetSuite, Sage SalesLogix, and SugarCRM provide core customer service capabilities at lower price points. FrontRange Solutions, a Contender vendor, offers a solution to meet basic customer service needs.

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Tools And Templates

Models and Calculators

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  • Customer Experience Correlates To Loyalty

Vendor Selection Aids

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  • Forrester Wave™: CRM Suites Customer Service Solutions, Q3 '10

Table of Contents

  • Customer Service Platforms Enable Integrated Multichannel Experiences
  • CRM Suites Customer Service Solutions Evaluation Overview
  • The Result: Many Customer Service Solutions To Sift Through
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents