The Forrester Wave is a detailed review of customer relationship management solutions designed to handle the requirements of large organizations. This report also provides a detailed update on industry trends that pertain to the market for CRM solutions. Industry findings include:
- Price/value trumps functionality in purchase decisions
- Interest in social CRM continues to build, but projects remain in pilot mode
- CRM and business process management (BPM) solutions converge
- Software-as-a-service (SaaS) for CRM becomes the default choice
- Mobile CRM is a must-have capability
- The struggle to integrate customer data continues
- Next-generation customer intelligence solutions emerge
As a result of the evaluation, CDC Pivotal CRM was selected among the leading CRM solutions for large organizations.
If you are considering a new CRM initiative or planning to revitalize an existing program, The Forrester Wave is an excellent review of the available solutions.