Trends Report

The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016

Oracle And Salesforce Lead A Mature Field Of Vendors

November 21st, 2016
With contributors:
Stephen Powers , Mark Grannan , Sara Sjoblom , Chad Rafferty , Peter Harrison


In our 36-criteria evaluation of CRM suites for enterprise organizations, we identified the nine most significant CRM suites from eight prominent vendors — Infor, Microsoft, NetSuite, Oracle, Pegasystems, Salesforce, SAP, and SugarCRM — and researched, analyzed, and scored them. This report details our findings in order to help application development and delivery (AD&D) professionals supporting CRM operations select the right partner for their customer engagement initiatives.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.