Despite turmoil, CRM leaders maintain position

A Forrester Research report confirms major CRM vendors continue to lead, but smaller players extend the market farther than most VARs believe.

The usual suspects topped the list of enterprise customer relationship management (CRM) applications in a ranking by Forrester Research, Inc.

Oracle Corp.'s Siebel CRM and SAP AG's CRM programs were the most popular suites, but the report found nine other strong contenders in the 13 applications it looked at.

Forrester, based in Cambridge, Mass., predicted that spending on CRM will grow from $8.4 billion in 2007 to $10.9 billion in 2010, driven by a push by companies to sell more to their current customer base and refine how employees interact with those customers.

But even as companies look for more CRM applications, consolidations are giving them fewer vendors to choose from. Meanwhile, SAP and Oracle are targeting more small and midsized businesses (SMBs), while companies stronger in the midmarket – like Microsoft, Rightnow and Salesforce.com – are expanding into the enterprise.

The original version of this story appeared on TechTarget sister site SearchCRM.com.

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