Contents
Introduction.3
CRM and Support Trends ..4
CRM and Support Challenges .7
Summary and Recommendations10
Vendors at a Glance ..12
Aptean ..12
Cisco..12
eGain .12
Freshdesk 13
LogMeIn13
Microsoft Dynamics CRM 13
KANA.14
Moxie Software.14
Oracle 14
Salesforce15
SugarCRM ..15
Support.com ..15
TeamSupport.16
Zendesk 16
Customer Support CRM Use Cases ..17
Ask.com 17
The Situation17
The Response.17
Results 18
RBS Citizens Financial Group ..19
The Situation19
The Response.19
Results 20
Legal Disclaimer21
The Frost & Sullivan Story ..22