- Forrester Councils
- Councils Overview
- log in
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:
Multichannel customer service solutions:
Or, take another look at the acquisitions that some of the large customer service software vendors have made recently to round out their capabilities:
That is a lot of acquisitions in the past two years, and momentum seems to be accelerating this year and into the future. This means a couple of things: 1) you should explore these solutions before you build your own customer service software, because bets are that vendor solutions exist that support your unique requirements, and 2) point solution vendors will have to work a lot harder to prove their added value against suite solutions as businesses are looking for simplified technology ecosystems from fewer rather than more vendors.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »