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:

Field Service:

• Dexterra acquired by Antenna Software (2009)
• Sybase iAnywhere acquired by SAP (2010)
• Servigistics acquired by PTC (2012)
• Syclo acquired by SAP (2012)

Enterprise listening platforms and community platforms:

• Radian6 acquired by salesforce.com (2011)
• Overtone acquired by KANA Software (2011)
• Leverage Software acquired by Telligent (2011)
• Collective Intellect acquired by Oracle (2012)
• Cymfony acquired by Visible Technologies (2012)