Posted by Kate Leggett on November 24, 2012
I know the customer service market is consolidating as it matures. I’ve been tracking the consolidation of the knowledge management, multichannel management and EFM space for a while. However, at no time has this consolidation been quantified as when I recently helped my colleague William Band update his maturity model of the CRM space, known as a Forrester TechRadar™.
Have a look at this partial list of vendors that have been acquired or have merged with another entity:
Enterprise listening platforms and community platforms: