Tech Tide Report

The Forrester Tech Tide™: Extended CRM Technologies, Q1 2021

Twenty Technologies Underpin CRM

March 9th, 2021
With contributors:
Joe Stanhope , Brandon Purcell , Jessica Liu , Laura Ramos , Daniel Hong , Faith Adams , Mary Shea, PhD , Andrew Bartels , Hailey Colin


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($2995).

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.