The Forrester Wave™: CRM Suites for Large Organizations Q3 2012

Document Type: 
Analyst Report
Forrester Research, Inc.
Customer Service
Marketing Automation
Sales Force Automation


Pegasystems Recognized as a Leader in CRM Suites for Large Organizations by Independent Analyst Firm

Ranked highest in Architecture and Platform with strong marketing, sales, and business intelligence functionality

Pegasystems was ranked amongst the top for all three of the primary components of the CRM Suite – sales, marketing, and customer service. Pega is the only product ranked in The Forrester Wave™: CRM Suites for Large Organizations, Q3, 2012 to also be ranked as a leader in the Q1 2011 The Forrester Wave™: Dynamic Case Management.

According to the report, "With its recent unification of predictive and adaptive analytics and new support for social and mobile, the company has invested heavily to help organizations deliver uniquely differentiating customer experiences. Pega CRM offers a very strong architecture and platform as well as very strong customer service functionality. It also offers strong marketing, sales, and business intelligence functionality as well as strong usability. Compared with other CRM vendors, it offers strong support for mobile CRM."

The report describes a CRM industry that has "experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in the popularity of cloud solutions. In addition, quickly evolving technologies such as multichannel digital customer engagement, real-time decisioning, social computing, business process management (BPM), and mobility are creating new ways for organizations to deliver differentiated customer experiences". The report continues to state, "More organizations are focusing on renovating poorly managed customer-facing processes, which remain, in many ways, the last frontiers of business process automation. As a result, solutions with a strong BPM backbone are attracting increased attention from organizations seeking to better manage fragmented customer interaction processes."

The report also helps to re-define customer-centricity, "While companies have always, to a greater or lesser extent, called themselves 'customer-centric,' this is different. This is not about customer-centric thinking or taking the attitude that the customer is always right. Instead, the new power of customers means that a focus on the customer now matters more than any other strategic imperative."