Report Date: July 2010 Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of products to sift through to support the quest to create differentiated customer experiences and build stronger bonds of buyer loyalty. Leader solutions CDC Software, Microsoft, Oracle CRM On Demand, RightNow, salesforce.com, and SAP Business All-in-One offer flexible and quick-to-implement solutions. Other Leaders, like Oracle Siebel CRM, Pegasystems, and SAP CRM, offer solutions with deep and broad customer service functionality and business process management (BPM) acumen. Strong Performers such as Oracle E-Business Suite CRM, Oracle s PeopleSoft Enterprise CRM, and SageCRM offer strong integration with ERP systems. Chordiant Software and Sword Ciboodle, also Strong Performers, offer BPM strengths as well. Strong Performers Maximizer Software, NetSuite, Sage SalesLogix, and SugarCRM provide core customer service capabilities at lower price points. FrontRange Solutions, a Contender vendor, offers a solution to meet basic customer service needs. TaBlE oF ConTEnTS Customer Service Platforms Enable Integrated Multichannel Experiences CRM Suites Customer Service Solutions Evaluation Overview The Result: Many Customer Service Solutions To Sift Through Vendor Profiles Supplemental Material noTES & RESouRCES in Q2 2010, Forrester evaluated the customer service and support capabilities of 19 CRM suites software solutions: CDC Software, Chordiant Software, FrontRange Solutions, Maximizer Software, Microsoft, netSuite, oracle CRM on Demand, oracle E-Business Suite CRM, oracle PeopleSoft Enterprise CRM, oracle Siebel CRM, Pegasystems, Rightnow Technologies, Sage Saleslogix, SageCRM, salesforce.com, SaP CRM, SaP Business-all-in-one, SugarCRM, and Sword Ciboodle. Forrester also contacted 99 customer references through an online survey. Related Research Documents The Forrester Wave"!: CRM Suites For large organizations, Q2 2010 June 16, 2010 The Forrester Wave"!: CRM Suites For Midsized organizations, Q2 2010 Ju
Mentions: CDC, Chordiant, Goldmine, Jive, LivePerson, Maximizer, Microsoft, NetSuite, Oracle, Pegasystems, RightNow, Sage, salesforce, SAP, Siebel, SugarCRM, Sword
Free Download of Full Report
Topics: Competitive Analysis, Market Research, Competitive Strategy, Market Intelligence