The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social computing, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized customer service experiences. In this report, we evaluated 18 significant products in the CRM customer services solutions space from a broad range of vendors: CDC Software, FrontRange Solutions, Maximizer Software, Microsoft, NetSuite, Oracle (looking at its Oracle CRM On Demand, Oracle E-Business Suite CRM, Oracle PeopleSoft Enterprise CRM, and Oracle Siebel CRM products), Pegasystems, RightNow Technologies (now Oracle RightNow CX Cloud Service), Sage CRM, Sage SalesLogix, salesforce.com, SAP (SAP CRM and SAP Business-All-in-One), SugarCRM, and Sword Ciboodle. This report details our findings on how CRM suite customer service solutions measure up and plots where they stand in relation to each other in order to help application development and delivery (AD&D) professionals select the right solution for their needs.