CRM is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their CRM performance, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that comprise the extended CRM ecosystem. Application development and delivery (AD&D) pros supporting CRM operations should read this report to shape their firm's investment approach to these technologies.