Advanced Search

Save Or Share This Report

For Application Development & Delivery Professionals

The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010

A Crowded Market Means Lots of Choices For Buyers

June 16, 2010

Primary author headshot

Authors

Why Read This Report

Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle Siebel and SAP still offer the most complete solutions, with better usability and improved total cost of ownership (TCO) to persuade customers to upgrade. Other vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, and salesforce.com are gaining ground with flexible, quick-to-implement solutions. The Leaders are challenged by a pack of Strong Performers. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for enterprise resource planning (ERP) customers. Chordiant Software, Pegasystems, and Sword Ciboodle offer business process management (BPM) strengths to orchestrate complex customer-facing processes. Maximizer Software, NetSuite, SageCRM, Sage SalesLogix, and SugarCRM offer sound solutions but are best suited for midsized organizations. FrontRange Solutions, a Contender vendor, offers a solution to meet basic needs.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($2495 USD).

Purchase

Tools And Templates

Vendor Selection Aids

vendor selection icon
  • Evaluated Vendors: Product And Selection Criteria
  • Forrester Wave™: CRM Suites For Large Organizations, Q2 '10

Table of Contents

  • Enterprises Double-Down On Their Investment In Customers
  • CRM Suites For Large Organizations Evaluation Overview
  • The Results: Large Organizations Still Have Many Choices To Sift Through
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents

Recommended Research