THE BOTTOM LINE
The hotly-contested customer relationship management (CRM) market continues to be a moving target, with most leaders announcing significant product releases since the last Matrix. Service, sales, and marketing users all benefit from increasing investment in usability and functionality, with user experience (UX) a particular focus. The battle for leader is still very much waging between Microsoft, Oracle, and Salesforce.com. As industry capabilities and embedded intelligence became table stakes, vendors who invested in providing flexibility to the business user made the greatest advances.