With this question most organizations have difficulties to find the right answer easily. Looking at the market and growing number of available software vendors for customer experience management solutions, it is obvious that only in rare cases it is a quick decision.
Even there are quadrants that categorizes tools into leaders and such with lower ratings, it is crucial to select the right vendor that really fits into your specific needs, environment and strategic targets. Market researches can provide a first guidance but will not be enough to give you the right level of confidence which tool to pick.
Basic questions like “How can we compare the provided functionality and does it satisfy by business requirements? How does the integration work out? Which flexibility is provided with the platform? Does the vendor strategy fit to our company?” needs a structured tool evaluation and selection approach.