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

Many Choices With Robust Functionality And Sensible Price Points

June 16, 2010

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Why Read This Report

Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies,, CRM functionality in SAP Business-All-in-One, and SugarCRM are gaining ground with flexible, quick-to-implement solutions, priced for the midmarket. The Leaders compete with a group of Strong Performers, including FrontRange Solutions, Maximizer Software, NetSuite, SageCRM, and Sage SalesLogix that offer sound solutions specifically tuned for the needs of midsized organizations. Other Strong Performers Oracle Siebel CRM and SAP CRM still offer the most complete solutions, albeit at higher price tags. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for ERP customers. Chordiant Software, Pegasystems, and Sword Ciboodle round out the Strong Performers group offering business process management (BPM) strengths to help orchestrate complex customer-facing processes, but they primarily target solving problems at large organizations.

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  • Evaluated Vendors: Product And Selection Criteria
  • Forrester Wave™: CRM Suites For Midsized Organizations, Q2 '10

Table of Contents

  • Enterprises Double-Down On Their Investment In Customers
  • CRM Suites For Midsized Organizations Evaluation Overview
  • The Results: Midsized Organizations Have Plenty Of Choices to Sift Through
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents