The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in the popularity of cloud solutions. In addition, quickly evolving technologies such as multichannel digital customer engagement, real-time decisioning, social computing, business process management (BPM), and mobility are creating new ways for organizations to deliver differentiated customer experiences. In this report, we evaluated 18 significant products in the 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 Business All-in-One and SAP CRM), SugarCRM, and Sword Ciboodle. This report details our findings on how CRM suite solutions for midsize organizations 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.