Technology Value Matrix Second Half 2013: CRM

CRM continues to be a hotly-contested market, as vendors battle for prospects’ second and third-generation CRM investments in larger enterprises and broader adoption in the small and midsized business market. While the general trend has been to add more features to products, leading vendors are moving beyond point-to-point feature parity to balance usability with the addition of key productivity features. This Value Matrix evaluates current vendors’ ability to deliver value based on usability and functionality and projects 6-month trends for each vendor.