Wave Report

The Forrester Wave™: Enterprise CRM Suites For Financial Services, Q1 2007

Suites With Robust Process And Rules Engines And Financial Services Functionality Lead

March 13th, 2007
With contributors:
Sharyn Leaver , Liz Herbert , William Band , Chip Gliedman , Mary Ann Rogan


Forrester evaluated leading enterprise customer relationship management (CRM) suites for financial services (FS) vendors across 464 criteria and found that Oracle's Siebel CRM and SAP's mySAP CRM were the clear Leaders. With robust sales, marketing, and service tools supported by solid business process management (BPM) capabilities, they also offer significant prebuilt processes for financial services institutions (FSIs). Oracle's Siebel CRM On Demand and salesforce.com offer an attractive alternative deployment methodology through software-as-a-service (SaaS), and Oracle's PeopleSoft CRM and Pegasystems are competitive with robust BPM capabilities. Infor, Microsoft Dynamics CRM, and Onyx lack significant FS-specific functionality, but their workflow tools are strong, allowing clients to customize their processes and implementations as desired.

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