Save or Share this Report

For Application Development & Delivery Professionals

To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

September 30, 2009

Primary author headshot


  • By William Band
  • with Connie Moore,
  • Andrew Magarie

Why Read This Report

To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the business value-add adjusted for uncertainty of 19 types of customer management technologies as defined by three criteria: 1) How critical is each to business success? 2) What is the technology's reputation for value? 3) How difficult is it to implement and use? Community platforms, customer forums, and enterprise feedback management solutions — all of which enable new ways to connect more closely with customers — have debuted on the CRM stage. However, selling, order taking, and customer service remain the solutions that deliver the most certain business value-add. Customer data management and business intelligence solutions are becoming much more robust, supporting deeper customer insights and better decision-making. Use Forrester data, methodologies, and tools to pinpoint quick wins and to make the best choices for your organization.

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 ($499 USD).


Also in Collection: Making The Right Customer Management Technology Choices

Table of Contents

  • Which Customer Management Solutions Deliver The Most Value?
  • Three Criteria Define The Business Value Of CRM Ecosystem Applications
  • Sales, Order Management, And Service Apps Deliver The Most Certain Value

  • Social CRM Is On The Rise, But Core CRM Apps Offer The Most Proven Path
  • Supplemental Material
  • Related Research Documents

Recommended Research