THE BOTTOM LINE

Technology Value Matrix Second Half 2014: CRM

Customer relationship management (CRM) continues to be one of the most competitive software segments, and also one where customers have the greatest propensity to switch. The Value Matrix looks at the advances in usability and functionality by vendors in the three core pillars of CRM: sales, marketing, and customer service. Significant investments in usability and incremental growth in functionality have driven positioning changes since the last Matrix.