The vendors were evaluated against 40 criteria, which were grouped into three categories: current offering, strategy, and market presence. 

Some of the key takeaways from The Forrester WaveTM: Social Suites, Q4 2019 include:

  • Social media can’t remain in a silo; companies demand meshing social media programs into enterprises’ broader activities.
  • Social suites dominate in social publishing and customer response capabilities.
  • Social suite vendors offer straightforward features, evidenced by the fact that customer references experienced few onboarding and training challenges compared to more technical social listening platforms or social advertising technology (adtech). 
  • European markets slightly lag North America in consumer behaviors and needs.

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