The Forrester Wave: CRM Suites For Midsized Organizations, Q2 2010

Microsoft Dynamics CRM is looking good according to the Forester Wave report. Click here to download The Forrester Wave report


“Microsoft Dynamics CRM shines by offering flexibility for large and midsized organizations.
Microsoft seeks to exploit its desktop applications strength in large organizations and promote
its now-more-robust business applications to this sector. As a result, Microsoft is pursuing its
strategy for penetrating the CRM market through offering buyers the “Power of Choice” so
that companies may choose how to deploy (on-premises, on-demand, partner-hosted), how
to pay (license, subscribe, finance), and how to use (Outlook client, browser, SharePoint site,
other interfaces) the application. The product competes well on price compared with its major
competitors, and this favorable price/value profile is capturing buyer interest at midsized
organizations — and in the large-organization segment, as well. The product provides very
strong sales force automation and strong capabilities in the areas of marketing automation,
customer data management, customer service, and analytics. But it is weaker in eCommerce,
partner channel management, and field service. The product is relatively easy to configure and
deploy, and the solution’s code is the same regardless of deployment choice, so migration from
one deployment type to another is relatively easy.
Microsoft Dynamics CRM lacks industry-specific solution sets at this time. However, Microsoft
is investing substantially in growing its already strong global partner ecosystem to help
customers address local and industry-specific requirements. To accomplish this, Microsoft is
revamping its partner program and creating a new incentive structure, more rigorous training,
and certification assets. Buyers will be attracted to Microsoft Dynamics CRM if they have
made a commitment to a Microsoft infrastructure in order to lower their TCO in buying and
managing business technologies. Buyers also like Microsoft Dynamics CRM’s usability, lower
price, and its quick time-to-value compared with traditional CRM applications.“

This is a copy from the
June 16, 2010  The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010 by Forrester Research, Inc.

Bill Owens

Bill Owens

Bill Owens, CRM Practice Manager at Affiliated, is a seasoned technology and business consultant with more than 15 years of experience and leads the strategic growth and direction of Affiliated’s CRM practice. He is a proven expert at helping organizations succeed in the implementation and integration of on-premise and cloud-based Microsoft Dynamics CRM. Bill has been a featured speaker for several CRM local events and national conferences including CRM User Groups throughout Ohio and the CRMUG Summit. You can reach Bill at or (614) 973-5075.
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