Landscape Report

Now Tech: CRM, Q4 2021

Forrester’s Overview Of 20 CRM Providers

December 15th, 2021
With contributors:
Keith Johnston , Kara Wilson , Madison Bakalar

Summary

CRM solutions are used to meet customers’ rising expectations for engagement, empower front-office teams with a 360-degree view of the customer along their journey, and help companies become adaptive and resilient. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Technology architecture and delivery professionals should use this report to understand the value they can expect from a CRM provider and to select one based on size and functionality.

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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.