The press release reads:
Forrester acknowledged Microsoft Dynamics CRM for offering a flexible customer service solution, earning a Leader position in
These acknowledgements follow recent placements for Microsoft Dynamics CRM among the Leaders in
“We provide a strong vision and a road map of ongoing innovation to help customers get the maximum return from their CRM investments,” said Brad Wilson, general manager, Microsoft Dynamics CRM. “With the upcoming release of Microsoft Dynamics CRM 2011, customers will reach new levels of productivity and collaboration with a low total cost of ownership, and partners will unlock new opportunities with a single development environment for cloud-based and on-premises deployments.”
Results From Gartner
Gartner’s Magic Quadrant for Sales Force Automation evaluates vendors on their ability to execute and completeness of vision. Evaluation criteria weighed for each included product/service, overall viability, sales execution/pricing, customer experience and operations, and offering (product) strategy, business model, innovation and geographic strategy, respectively.
According to Gartner, “Vendors placed in the Leaders quadrant of Gartner’s Sales Force Automation Magic Quadrant demonstrate a market-defining vision of how technology can help the top sales executives achieve business objectives. Leaders have the ability to execute against that vision through products, services and demonstrated solid business results in the form of revenue and earnings. Leaders have significant successful customer deployments in North America, EMEA and Asia/Pacific in a wide variety of vertical industries with multiple proof points above 500 users.”
Results From Forrester Research
To assess the market of CRM suites customer service solutions software and see how vendors compare with one another, Forrester evaluated the customer service strengths and weaknesses of the top CRM suites vendor products against 196 criteria organized into three high-level categories: current offering, strategy and market presence. According to Forrester, vendors in the Leader category have both a strong product and strategy.
“Microsoft Dynamics CRM shines by offering customer service flexibility for large and midsized organizations,” wrote William Band, vice president and principal analyst, and James Kobielus, senior analyst, Forrester Research, in the report. “It supports flexible options in deployment (on-premises, on-demand and partner-hosted deployments); how to pay (license, subscribe, finance); and how to use (Outlook client, browser, SharePoint site, other interfaces). Microsoft Dynamics CRM provides strong support for: phone agents; call center infrastructure; agent collaboration tools; knowledge base; customer data management; analytics; email response management; architecture and platform; business process and workflow tools; integration; security; and Web 2.0 tools.”
The Gartner Sales Force Automation Magic Quadrant and The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010 (July 2010) reports are available at
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