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The Forrester Wave™: Enterprise CRM Suites, Q3 2008

Buyers Face Difficult Choices In A Crowded Market

August 29, 2008

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Authors

  • By William Band
  • with Natalie L. Petouhoff, Ph.D.,
  • Sharyn Leaver,
  • Pete Marston,
  • Elisse Gaynor,
  • Andrew Magarie

Why Read This Report

Forrester evaluated leading enterprise CRM suite solutions against 516 criteria and found that with the latest releases of their solutions, Oracle's Siebel and SAP maintain their status as Leaders with comprehensive functionality and much improved usability. Microsoft, salesforce.com, RightNow, and Oracle CRM On Demand have improved their credibility as enterprise-class solutions and have graduated into the Leaders group. The latter vendors all get high marks for ease-of-use and quick time-to-value. The Leaders are challenged by Strong Performers offering a diverse range of benefits. Oracle's E-Business Suite CRM and PeopleSoft CRM are good options for their respective ERP customers looking for end-to-end integration. Chordiant, ciboodle, and Pegasystems offer business process management (BPM) strengths to help enterprises orchestrate complex customer-facing processes. Infor CRM Epiphany and Onyx CRM are working to regain market momentum through investments in product enhancements being made by their respective new corporate parents, Infor and Consona. Amdocs finds success with buyers as a Contender solution for service-intensive industries with custom needs, such as telecommunications.

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Table of Contents

  • The CRM Solution Landscape Is Increasingly Complex
  • Enterprise CRM Suites Evaluation Overview
  • The Results: Enterprise Buyers Have Many Choices To Sift Through
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents