The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its customer experience portfolio primarily by acquisition. SAP, like Oracle, aims to support end-to-end customer experiences and has made acquisitions — notably, Hybris in 2013 — to bolster its capabilities. Salesforce made a series of moves to strengthen the Service Cloud. It used this same tactic to broaden its CRM footprint with the acquisition of Demandware for eCommerce in 2016.
These acquisitions broaden and deepen the footprints of large vendors, but these vendors must spend time integrating acquired products, offering common user experiences as well as common business analyst and administrator tooling — priorities that can conflict with core feature development.
What this means is that these CRM vendors increasingly offer broader and deeper capabilities which bloat their footprint and increase their complexity with features that many users can't leverage. At the same time, new point solution vendors are popping up at an unprecedented rate and are delivering modern interfaces and mobile-first strategies that address specific business problems such as sales performance management, lead to revenue management, and digital customer experience.
The breadth and depth of CRM capabilities available from vendor solutions makes it increasingly challenging to be confident of your CRM choice. In the Forrester Wave: CRM Suites For Enterprise Organizations, Q4 2016. we pinpoint the strengths of leading vendors that offer solutions suitable for enterprise CRM teams. Here are some of our key findings: