Customer Relationship Management (CRM)

CRM systems leverage technology to organize and synchronize marketing, sales, customer service, and technical support processes, helping organizations reduce costs and improve efficiency. Forrester provides advice on how to plan, justify, evaluate, implement, and improve areas like sales force automation and sales effectiveness, customer service and support, customer self-service and assisted service, and multichannel management. Research coverage includes CRM architecture, strategy, deployment, and services.

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  • Mark Bartrick
  • For Sourcing & Vendor Management Professionals

    Blog:Microsoft’s Tablet And Smartphone Licensing: Still Counting Devices When The World Only Wants To Count Users

    Over the last few years, there have been fantastic advances in technology that have brought us almost a billion smartphones and tablets. These handy mobile computers give us access to our Microsoft...

    • For Sourcing & Vendor Management Professionals

      Blog:SOURCING BUSINESS OUTCOMES REQUIRES A SEA-CHANGE IN THE WAY SOURCING BUYS AND SELLERS SELL

      Over 40% of senior business executives are looking to suppliers and external parties to co-develop and deliver measureable business outcomes. Telling suppliers to forget their old pricing metrics and...

      • For Sourcing & Vendor Management Professionals

        Report:Supplier Research Is Essential To Your Negotiation Preparation

        Supplier Intelligence: The Strategic Software Sourcing Playbook

        Gathering market intelligence about your software suppliers is a sourcing best practice, as it empowers your negotiations and ensures that you know what to ask for and when. It's easier to do today...

        • Downloads: 64
      • For Sourcing & Vendor Management Professionals

        Charts & Figures:Software Assurance Benefits

      • For Sourcing & Vendor Management Professionals

        Report:A Quick Guide To Help You Prepare For An IBM Software Negotiation

        Three Areas You Must Understand If You Want To Save Money For Your Organization

        IBM has been a major player in the software industry for decades. However, instead of simplifying its pricing and licensing over the years, IBM has become more complex as its product portfolio has...

        • Downloads: 195
        • Rating:
      • For Sourcing & Vendor Management Professionals

        Report:How To Negotiate A Better Microsoft Office 365 Deal

        Concentrate On Who You Are Buying For And How You Want To Buy

        As many businesses are now evaluating moving their Microsoft Office applications online and into the cloud as a way of reducing infrastructure and staffing costs, sourcing and vendor management (SVM)...

        • Downloads: 268
      • For Sourcing & Vendor Management Professionals

        Report:Evaluating Microsoft's Software Assurance

        Are You Making The Most Of The Benefits On Offer?

        Whether acquired via the Microsoft Select Plus agreement or Enterprise Agreement (EA), many organizations have signed up to the Microsoft Software Assurance (SA) program, but time and again we find...

        • Downloads: 112
      • For Sourcing & Vendor Management Professionals

        Report:Microsoft SQL Server 2012 Licensing Changes — What You Need To Know

        Repackaging And The Move From Per-Processor To Per-Core Licensing Will Affect The Way Your Organization Uses SQL Server

        Microsoft's recent announcements will affect the way your organization licenses its SQL Server product and what you have to pay to use it. To prepare for these changes, sourcing and vendor management...

        • Downloads: 220
      • For Sourcing & Vendor Management Professionals

        Blog:Microsoft — Innovator Or Aggregator?

        Vanity Fair ran a terrific article in its recent August issue, entitled "Microsoft’s Lost Decade." The gist of the article is that since 2000, Microsoft, under the guidance of CEO Steve...

        • For Sourcing & Vendor Management Professionals

          Report:Business Outcomes Are The Future Of Technology Contracts

          Driving Change In The Way You Buy Products And Services

          Digital capability — mobile, social, cloud, and data and analytics — disrupts business models and value streams, introduces new competitive threats, and comes with new demands for shorter...

          • Downloads: 160
        • For Sourcing & Vendor Management Professionals

          Report:Best Practices: Software Contract Negotiation

          Processes: The Strategic Software Sourcing Playbook

          This report describes best practices for the negotiation process, in the context of Forrester's strategic software sourcing approach. We get many inquiry calls from sourcing and vendor management...

          • Downloads: 270
          • Rating:
        • For Sourcing & Vendor Management Professionals

          Blog:Is Software Pricing A Science Or An Art?

          I’ve been with Forrester for just over a month now. It’s great to be involved with our clients and communities and to be helping businesses across the world evaluate the quality of...

          • For Sourcing & Vendor Management Professionals

            Report:The Emerging Third-Party Software Support Marketplace: Questions And Answers

            Find Out Which Vendors Promise To Save 50% Or More And How They Plan To Do It

            Your CIO is looking at the software budgets for next year, and the squeeze on cash is tighter than ever. He wants you to find ways to release funds currently earmarked for such prosaic things as...

            • Downloads: 164
          • For Sourcing & Vendor Management Professionals

            Report:A Quick Guide To Help You Prepare For A SAS Software Negotiation

            Three Areas You Must Understand If You Want To Save Money For Your Organization

            SAS's software products help organizations apply analytics to business scenarios. Now deeply embedded in many large organizations around the world, SAS has become a market leader. It's common to see...

            • Downloads: 139
          • For Sourcing & Vendor Management Professionals

            Report:How To Reduce IBM System z Mainframe Software Costs

            Two Strategies And Six Tips To Save Money In 2012

            If your organization is running an IBM System z mainframe, there are several ways you may be able to do more with less. As a sophisticated sourcing and vendor management (SVM) professional, you've...

            • Downloads: 228
            • Comments: 2
            • Rating:
          • For Sourcing & Vendor Management Professionals

            Blog:Software Audits: A Story Of Home Truths, Horror Stories, And Money

            Software audits are a bit like public transport; you can wait for ages for a bus and nothing turns up and then all of a sudden five come along at the same time. It shouldn’t surprise anyone...

            • For Sourcing & Vendor Management Professionals

              Report:A Quick Guide To Help You Prepare For An Oracle Software Negotiation

              Three Areas You Must Understand If You Want To Save Money For Your Organization

              Next time an Oracle sales rep steps into your office, remember this: You are facing some of the more motivated and experienced sales professionals in the software industry. They are well trained to...

              • Downloads: 187
              • Rating:
            • For Sourcing & Vendor Management Professionals

              Report:Rimini Street Challenges Big Software Maintenance Fees

              The Company Proposes To Reduce Your Oracle And SAP Maintenance Costs By Half, But Is It Right For Your Organization?

              The popularity of Oracle and SAP software is clear. All you need to see is their long client list and substantial revenues to know they are giants in the technology marketplace. But their high...

              • Downloads: 218
              • Rating:
             
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