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WEBINAR: The Forrester Wave: CRM Suites Customer Service Solutions 2012

November 29, 2012

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During the last five years, the customer service capabilities of CRM suite solutions have greatly matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. New technologies such as social computing, business process management, decisioning, business intelligence, and mobility have been folded into vendor solutions to allow organizations to offer differentiated and personalized customer service experiences.

As a result, Application Development & Delivery (AD&D) Professionals supporting customer service operations are often confused about which solution to choose. In this webinar, we present Forrester's Wave™ evaluation methodology and summarize our findings of 18 significant vendor solutions in this space, in order to help AD&D Professionals select the right solution for their needs.


  • The Importance Of Delivering Excellent Customer Service
  • Vendor Consolidation Trends In The Customer Service Market
  • The Forrester Wave Methodology
  • How 18 CRM Suites' Customer Service Solutions Stack Up

Vendors mentioned: CDC Software, FrontRange Solutions, Maximizer Software, Microsoft, NetSuite, Oracle (looking at its E-Business Suite CRM, PeopleSoft Enterprise CRM, Siebel CRM, and Oracle CRM On Demand products), Pegasystems, RightNow Technologies (now Oracle RightNow CX Cloud Service), SageCRM, Sage SalesLogix,, SAP (SAP CRM and SAP Business-All-in-One), SugarCRM, and Sword Ciboodle.

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