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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34 results in Reports

  • Duncan Jones
  • For Sourcing & Vendor Management Professionals

    Report:Tiers Are Not Enough

    One Software Supplier Classification System Is Insufficient To Drive Both Sourcing Strategy And Operational Monitoring

    Inadequate tiering of your software suppliers can cause you many problems: It can make it harder to know where to focus your vendor management resources and difficult to differentiate between...

    • Downloads: 264
  • For Sourcing & Vendor Management Professionals

    Report:Demand Pricing That Matches Business Value — The Radical Sourcing Trend For 2013

    Landscape: The Strategic Software Sourcing Playbook

    This report describes the software pricing and licensing landscape and explains why it makes it so important for sourcing and vendor management executives to implement Forrester's strategic software...

    • Downloads: 531
  • 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: 277
  • 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: 202
  • For Sourcing & Vendor Management Professionals

    Report:Supplier Risk And Performance Management Software: The Criteria To Look For In A System

    In a climate of increased regulation and greater economic, political, and environmental risk, savvy sourcing professionals are investing in supplier risk and performance management (SRPM) software to...

    • Downloads: 599
  • For Sourcing & Vendor Management Professionals

    Report:Value Added Reseller Vendor Selection Tool

    The evolving software value-added reseller (VAR) landscape brings new challenges and opportunities to sourcing and vendor management (SVM) professionals. Clients, who face conflicting  goals...

    • Downloads: 27
  • For Sourcing & Vendor Management Professionals

    Report:Better Sourcing Can Improve Your Software ROI

    Business Case: The Strategic Software Sourcing Playbook

    Many sourcing and vendor management (SVM) professionals see the problems with their firm's current approach to dealing with the major software providers, but lack the authority to transform it. This...

    • Downloads: 133
  • For Sourcing & Vendor Management Professionals

    Report:TechRadar™: Software-As-A-Service, Q1 2014

    Vendors Have More And Better SaaS Options Than Ever — Are You Prepared?

    Nearly 15 years after the appearance of software-as-a-service (SaaS) startups such as salesforce.com, NetSuite, and Google, software-as-a-service is nearing its tipping point. SaaS adoption is poised...

    • Downloads: 850
  • For Sourcing & Vendor Management Professionals

    Report:Understand Oracle Better To Marshal Maximum Software Negotiation Leverage

    Savvier Buyers Can Get A Better Deal From This Powerful Supplier

    Welcome to Oracle "May-nia," the final month of Oracle's financial year during which Forrester estimates the company will sell around $4 billion in software. If you're one of the many sourcing and...

    • Downloads: 386
  • For Sourcing & Vendor Management Professionals

    Report:Boost Your Software Negotiation Strategy With A Toolkit Of Models, Checklists, And Documents

    Tools: The Strategic Software Sourcing Playbook

    Forrester hears from many clients who run into problems with a software negotiation partly because they did not do sufficient work before they started. Others want to prepare fully but are unsure...

    • Downloads: 305
  • For Sourcing & Vendor Management Professionals

    Report:Updated Q4 2013: Forrester's Software Contract Review Checklist

    Inadequate software license agreements cause many problems for Forrester’s clients. We hear dozens of reports from clients each year regarding issues like disputed...

    • Downloads: 32
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices: Selecting And Implementing ePurchasing Products

    Focus On Overcoming Likely Adoption Challenges

    Forrester expects companies will spend more than $1 billion in 2013 on expanding, upgrading, or replacing their ePurchasing systems. While most will reap significant benefits from their investment,...

    • Downloads: 323
  • For Sourcing & Vendor Management Professionals

    Report:Align Your Commercial Approach With Your Software Category Sourcing Strategy

    Vision: The Strategic Software Sourcing Playbook

    This report describes Forrester's vision of strategic software sourcing for sourcing and vendor management (SVM) executives. It is more difficult than ever for software sourcing professionals to meet...

    • Downloads: 250
  • For Sourcing & Vendor Management Professionals

    Report:Implement Strategic Software Sourcing In These Six Easy Steps

    Road Map: The Strategic Software Sourcing Playbook

    Forrester speaks with many sourcing leaders who want to transform their firm's software buying approach from reactive procurement to strategic sourcing, but fear they won't be able to overcome the...

    • Downloads: 185
  • For Sourcing & Vendor Management Professionals

    Report:Updated Q4 2011: Forrester's Software Contract Review Checklist

    Use This Tool To Identify And Fix Common Problems In Software License Agreements

    You've been given a 30-page software contract, with no time to review it properly and an impossible deadline by which to issue a purchase order. Moreover, the contract includes URL links to various...

    • Downloads: 709
  • For Sourcing & Vendor Management Professionals

    Report:The SAP/Ariba Merger Will Not Be Frictionless

    'Ariba, An SAP Company' Faces Many Challenges But Will Do Better Than SAP's Previous ePurchasing Acquisition

    SAP's proposed $4.3 billion acquisition of Ariba has shaken the ePurchasing market. Customers of both companies want to know if their products face an uncertain future, since it's unlikely that SAP...

    • Downloads: 342
  • For Sourcing & Vendor Management Professionals

    Report:Case Study: LOCOG Builds Partnerships To Deliver London 2012 Faster, Higher, Stronger

    An Example Of Forrester's Best Practices For Strategic Relationships

    The Olympic motto is "Citius, Altius, Fortius," and the business technology (BT) for the London 2012 Olympic Games lived up to it — faster results, higher-quality systems with stronger...

    • Downloads: 56
  • For Sourcing & Vendor Management Professionals

    Report:Let's Clear Up The "Indirect Access" Mess

    Systems Of Engagement Will Cause Unexpected Software Costs Unless Buyers Take Action To Clarify Their License Agreements

    Forrester sees an increase in questions from clients about licensing disputes caused by so called "indirect access" scenarios. In these cases, software sales teams have told clients that they are...

    • Downloads: 118
  • For Sourcing & Vendor Management Professionals

    Report:Forrester's Supplier Partnership Assessment Model

    Forrester's supplier partnership assessment model consists of five important qualities for evaluating suppliers (trust, innovation, customer centricity, preferred customer, and long-term prospects)...

    • Downloads: 38
  • For Sourcing & Vendor Management Professionals

    Report:Good Software Deals Improve BT Project ROI, Not Merely Reduce Cost

    Metrics: The Strategic Software Sourcing Playbook

    This report describes the metrics that form part of Forrester's solution for sourcing and vendor management executives who are moving to strategic software sourcing. Too many sourcing executives lead...

    • For Sourcing & Vendor Management Professionals

      Report:Three Key Tips To Optimizing Your Commercial Relationship With SAP

      Encourage SAP To Adapt To Current Licensing Trends

      Many sourcing and vendor management professionals are currently facing tough negotiations with SAP, which does over 40% of its license business in the fourth quarter. The challenge, however, is...

      • Downloads: 399
    • For Sourcing & Vendor Management Professionals

      Report:A Buyer's Guide To Invoice-To-Pay Solutions

      Twelve Invoice-To-Pay Technologies And Where They Fit In Forrester's Road Map To Accounts Payable Invoice Processing Excellence

      Procurement and finance managers struggling with inefficient invoice-to-pay (I2P) processes are often confused by the plethora of diverse technology products and services that are available today,...

      • Downloads: 675
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Value-Added Resellers

      A Buyer's Guide To The Evolving Software Reseller Landscape

      For years, Forrester has followed a changing landscape in the software value-added reseller (VAR) market. An increase in direct selling by original equipment manufacturers (OEMs), a diminishing role...

      • Downloads: 205
    • For Sourcing & Vendor Management Professionals

      Report:Updated Q4 2013: Forrester's Software Contract Review Checklist User Guide

      Use This Report And The Associated Tool To Identify And Fix Common Problems In Software License Agreements

      Inadequate software license agreements cause many problems for Forrester's clients. We hear dozens of stories each year, such as disputed interpretation of outdated language or vital protection that...

      • Downloads: 205
    • For Sourcing & Vendor Management Professionals

      Report:Brief: Rethink Your Microsoft Licensing Strategy

      Microsoft's Office 365 ProPlus Subscription Product Fundamentally Changes Enterprises' Software Assurance Decision

      Sourcing professionals who are considering renewing or signing a Microsoft enterprise agreement (EA) in the next few months need to re-evaluate their plans, now that Microsoft has fundamentally...

      • Downloads: 171