CRM Technology Value Matrix 2H2016

September 28, 2016 - Research Q180

The blurring of the lines between service, sales, and marketing – the three legs of the customer relationship management stool – represent new challenges and opportunities for vendors. Salesforce and Oracle continue to battle for leadership on both usability and functionality, with Microsoft and others staying in close contention. Those that can’t keep up the pace on both usability and functionality investments will continue to lose ground.