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CRM is all about taking down silos, so why draw hard-and-fast lines defining 10 categories? We believe specialization matters, and deserves recognition. That just highlights a core dilemma: Does a Jack-of-all-trades really have to be a master of none? The Market Awards have a broad scope—software and services, sales and marketing, information and analytics—and are the culmination of months of research and dozens of interviews. Each vendor named on the facing page* may have one specialty or several—but does at least one of them very, very well. The Market Leader Awards, based on a composite score that includes revenue, revenue growth, market share, customer wins, reputation for customer satisfaction, depth of product functionality, and company direction. Read about the top five companies in the following categories:
* CLICK HERE to view PDF of comparison chart
THE EDITORS OF CRM MAGAZINE WOULD LIKE TO EXTEND THE DEEPEST GRATITUDE TO THOSE WHO PARTICIPATE, TO VARYING DEGREES, IN EVALUATING THE CRM MARKET AWARDS. THE ISSUE YOU'RE READING, AND THE CRM MARKET AWARDS THEMSELVES, SIMPLY WOULDN'T BE POSSIBLE WITHOUT THE CONTRIBUTIONS OF THESE JUDGES, ASSESSORS, COMMENTERS, AND RATERS: Leslie Ament, associate director of information technology research, Kennedy Information, and the Hypatia Research team; William Band, vice president, Forrester Research; Kimberly Collins, managing vice president, CRM, Gartner Research; Jim Dickie, managing partner, CSO Insights; Frank Dravis, senior consultant, Baseline Consulting; Jill Dyché, partner and cofounder, Baseline Consulting; Boris Evelson, principal analyst, Forrester Research; Michael Fauscette, group vice president, IDC; Chris Fletcher, research director, AMR Research; Naylor Gray, director of global marketing, Frost & Sullivan; Paul Greenberg, president, The 56 Group; Megan Heuer, research director, SiriusDecisions; Timothy Hickernell, associate lead research analyst, Info-Tech Research Group; Philip Howard, research director, Bloor Research; Ian Jacobs, senior analyst, Datamonitor; Jeffrey Kaplan, founder and managing director, ThinkStrategies; Rob Karel, principal analyst, Forrester Research; Shari Lava, senior research analyst, Info-Tech Research Group; Brent Leary, partner and cofounder, CRM Essentials; China Martens, senior analyst, The 451 Group; Laurie McCabe, partner, Hurwitz & Associates; David O'Connell, senior analyst, Nucleus Research; Denis Pombriant, founder and managing principal, Beagle Research; Mark Smith, chief executive officer and executive vice president of research, Ventana Research; Gus Vazquez, principal, Customer Value Partners; Suresh Vittal, principal analyst, Forrester Research; Ray Wang, vice president, Forrester Research; Rebecca Wettemann, vice president of research, Nucleus Research.
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