Forrester

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013

Comparing The Top 10 Salesforce.com Implementation Services Options Worldwide

In Forrester's 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture,...

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: EMEA Workplace Services, Q2 2013

Providers Driving Workplace Services In EMEA

Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

• Downloads: 122
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For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: North American Workplace Services, Q2 2013

Evaluating Leading Providers Amidst A Category Redefinition

Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

• Downloads: 165

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: Global Workplace Services, Q1 2013

Evaluating Leading Providers Amidst A Category Redefinition

Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

• Downloads: 252
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For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

How The Top 18 Solutions Stack Up

During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundational...

• Downloads: 1429

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

The 18 Providers That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1114

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012

The 17 Solutions That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1402

For Customer Experience Professionals

Report:The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

Medallia And MarketTools Lead With Strong Performers Close Behind

In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

• Downloads: 784

For Application Development & Delivery Professionals

Report:Community Platforms Extend Customer Service Solutions For Increased Satisfaction Ratings

The Forrester Wave™: Community Platforms, Q4 2010

Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve...

• Downloads: 315

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: Salesforce.com Implementation, Q2 2011

In A Rapidly Changing Market, Forrester Sees Increasing Vendor Differentiation

To help clients with complex, enterprisewide salesforce.com initiatives, Forrester recently evaluated the offerings of 11 leading service providers. In this 46-criteria evaluation of salesforce.com...

• Downloads: 1565

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of...

• Downloads: 2961

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010

Many Choices With Robust Functionality And Sensible Price Points

Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader...

• Downloads: 2308

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010

A Crowded Market Means Lots of Choices For Buyers

Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle...

• Downloads: 3172

For Enterprise Architecture Professionals

Report:The Forrester Wave™: Global Banking Platforms, Q1 2009

A Compact Group Of Banking Platforms Offers Agile Banking Support

Forrester evaluated world-leading banking platform products across 108 criteria and found that Infosys Technologies with Finacle, TCS Financial Solutions (TCSFS) with TCS BaNCS, and Temenos with T24...

• Downloads: 1945

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Customer Service Software Solutions, Q4 2008

Define The Customer Experience Before Choosing A Vendor

Forrester evaluated the leading customer service solution vendors across an average of approximately 180 criteria and found that the vendors still need to be grouped into three groups: interaction-,...

• Downloads: 2790

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Sales Force Management, Q4 2008

Our Evaluation Uncovers Several Leaders That Suit A Variety Of Sales Needs

Forrester evaluated leading sales management solutions against 214 criteria and three scenarios: 1) multichannel sales force management; 2) direct sales force management; and 3) indirect sales force...

• Downloads: 1181

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Enterprise CRM Suites, Q3 2008

Buyers Face Difficult Choices In A Crowded Market

Forrester evaluated leading enterprise CRM suite solutions against 516 criteria and found that with the latest releases of their solutions, Oracle's Siebel and SAP maintain their status as Leaders...

• Downloads: 3215

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Midmarket CRM Suites, Q3 2008

Solutions From Microsoft, Oracle, RightNow, And Salesforce.com Lead The Way

In Forrester's 517-criteria evaluation of midmarket customer relationship management (CRM) solutions, we found that Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft...

• Downloads: 1722

For Enterprise Architecture Professionals

Report:The Forrester Wave™: Customer Hubs, Q3 2008

Siperian, Initiate Systems, IBM, D&B Purisma, And Oracle UCM Widen The Functionality Gap

In Forrester's 149-criteria evaluation of customer hubs vendors, we found that Siperian, Initiate Systems, IBM, Dun & Bradstreet (D&B) Purisma, and Oracle UCM led the pack because of their broad...

• Downloads: 1502

For Infrastructure & Operations Professionals

Report:The Forrester Wave™: Service Desk Management Tools, Q2 2008

Axios, BMC, CA, HP, IBM, And Infra Lead For Large Enterprises

In Forrester's 96-criteria evaluation of service desk management tools vendors, we found that BMC Software's Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because...

• Downloads: 2959

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: European Remote Infrastructure Management, Q3 2007

EDS, CSC, Capgemini, And IBM Global Services Lead The Group Of Providers

Forrester evaluated leading global, regional, and Indian vendors across 37 criteria with regard to their remote infrastructure management (RIM) services for European clients. The difference between...

• Downloads: 860

For Application Development & Delivery Professionals

Report:Pegasystems Leads In Process-Centric Customer Service Management Software

The Forrester Wave™ Vendor Summary, Q2 2007

Pegasystems Customer Process Manager (CPM), one of the early entrants in the business process management (BPM) tool market, has a leading offering for organizations looking to automate customer...

• Downloads: 102

For CIO Professionals

Report:The Forrester Wave™: Customer Service Management Software, Q2 2007

Different Markets And Needs Point To Different Solutions

Forrester evaluated leading customer service management software vendors across approximately 180 criteria and found that Entellium, Microsoft, Oracle Siebel CRM, Oracle Siebel CRM On Demand,...

• Downloads: 1398

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Sales Force Automation, Q2 2007

Enterprise CRM Vendors And SaaS Specialists Crowd Leaders Group

Forrester evaluated leading sales force automation (SFA) vendors across 136 criteria and found that buyers must choose from a crowded group of Leaders and Strong Performers. Oracle's Siebel CRM...

• Downloads: 651

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Partner Relationship Management Tools, Q2 2007

Oracle And SAP Lead, But Buyers Have Several Choices For Specialized Needs

Forrester evaluated leading enterprise partner relationship management (PRM) solutions across 158 criteria and found that Oracle's Siebel CRM and SAP's mySAP CRM are the clear Leaders. They offer...

• Downloads: 575