E-Commerce Investigate

The Forrester Wave: CRM Suites For Large Organizations, Q2 2010

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Executive Summary

Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle, Siebel, and SAP still offer the most complete solutions, with better usability and improved total cost of ownership (TCO) to persuade customers to upgrade. Other vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, and salesforce.com are gaining ground with flexible, quick-to-implement solutions.

The Leaders are challenged by a pack of Strong Performers. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for enterprise resource planning (ERP) customers. Chordiant Software, Pegasystems, and Sword Ciboodle offer business process management (BPM) strengths to orchestrate complex customerfacing processes. Maximizer Software, NetSuite, SageCRM, Sage SalesLogix, and SugarCRM offer sound solutions but are best suited for midsized organizations. FrontRange Solutions, a Contender vendor, offers a solution to meet basic needs.

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