Forrester Cites Sword Ciboodle as a Strong Performer in Enterprise CRM Suites


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ciboodle a “good fit” for those looking for a business process approach to CRM

Sword ciboodle, provider of customer-oriented business software and services, today announced that it has been named as a strong performer in enterprise CRM suites by independent analyst firm, Forrester Research. Sword ciboodle was among the select companies invited by Forrester Research to participate in its August 29 report, “The Forrester Wave: Enterprise CRM Suites, Q3 2008”.

This is the first appearance for Sword ciboodle on the Enterprise CRM Suites Wave, and the company is the only new vendor to be featured in the report.

The report states, “ciboodle (formerly Graham Technology) has pushed into the CRM market with focus on the intersection of business process modeling, customer service, and customer interaction management.”

The report also states, “As enterprises begin to understand the importance of truly integrating end-to-end customer-facing processes from front office to back office, they are turning to solutions with native BPM capabilities that can support highly unique — and flexible — process flows.”

In particular, the Forrester report noted that ciboodle is “a good fit for buyers who are looking for a vendor that can bring business process acumen to solving customer-service centric CRM challenges.” Furthermore, ciboodle received the highest score in the report for time-to-value.

“It is a fantastic achievement to have entered the enterprise CRM suites Wave as a strong performer,” said Paul White, EVP sales and marketing, Sword ciboodle. “It is also very encouraging to see the recognition given to process-based CRM solutions, an approach that has always been at the core of ciboodle’s offering.”

Sword ciboodle is the award-winning business-process-driven CRM software product for multi-channel contact centers. Targeted primarily to large companies in sectors such as banking, insurance, utilities, telecommunications and retail, it is the only BPM-based CRM product that enables all service channels natively from a single platform.

The Forrester Wave evaluated 35 CRM solutions and focused on 14 products in the enterprise suites category. This is the latest industry analyst report to feature ciboodle – the company has featured extensively on analyst reports and evaluations over the years, and this history can be viewed at

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