Digital businesses struggle to identify which tech solutions will solve their business problems. Vendors’ marketing messaging and a lack of standardization in the market amplify the challenge. There are standard market categories of commerce tech, but there have been no universal rules for the functions each category provides — until now. Forrester’s Function-First Tech Buying Framework creates standards for the functionality included in each commerce tech market category. This research includes a series of reports for each category included in the framework. This report uses the Function-First Tech Buying Framework to look at the customer relationship management (CRM) category.