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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35 results in Reports

  • Duncan Jones
  • 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: 202
  • For Sourcing & Vendor Management Professionals

    Report:Introducing Software License Optimization

    Continuous Improvement: The Strategic Software Sourcing Playbook

    This report describes how sourcing and vendor management leaders can practice continuous improvement as part of Forrester's strategic software sourcing approach. Software asset management (SAM), as...

    • Downloads: 887
  • 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: 674
  • 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: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: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: 849
  • 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: 303
  • 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: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: 168
  • 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: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:Measure Your Software Sourcing Maturity To Identify Improvement Priorities

    Assessment: The Strategic Software Sourcing Playbook

    Does your organization already practice strategic software sourcing, or is it still relying on reactive procurement? This report explains how to assess your software sourcing team's current state so...

    • Downloads: 216
  • For Sourcing & Vendor Management Professionals

    Report:Use Forrester's Software Supplier Tiering Framework To Increase Your Negotiation Power

    A Performance Management Toolkit Within The Strategic Software Sourcing Playbook

    One of the foundations of strategic software sourcing is a forward-looking categorization of suppliers that identifies preferred sources of new technology, above and beyond product-specific decision...

    • Downloads: 160
  • 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: 322
  • For Sourcing & Vendor Management Professionals

    Report:Quick Take: The Rimini Street Ruling Has Serious Implications For Oracle Customers

    Partial Summary Judgment Means That Outsourced Hosting And Customization May Breach Many Software License Agreements

    This report explains why the Nevada District Court's recent decision on some of the issues in the four-year-old Oracle versus Rimini Street case has significant implications for sourcing...

    • 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:Accelerate Your Software License Optimization Program By Using Specialist Services Providers

    Use Experts' Tools, Processes, And People To Replace Failing SAM

    If you've recently had a bad software audit experience, are worried about license compliance, or want to cut wasteful software expenditure, you may need to replace traditional, but obsolete, software...

    • Downloads: 358
  • 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: 530
  • 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:Transform Your Strategic Supplier Relationships From Duels Into Duets

    Performance Management: The Strategic Software Sourcing Playbook

    This report describes performance management by sourcing and vendor management leaders as part of Forrester's strategic software sourcing approach. Our conversations with clients and surveys with...

    • Downloads: 621
  • 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: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: 598
  • For Sourcing & Vendor Management Professionals

    Report:Get Better Software Deals By Aligning Your Sourcing Strategy And Commercial Approach

    Executive Overview: The Strategic Software Sourcing Playbook

    This report outlines how sourcing and vendor management (SVM) executives can implement Forrester's strategic software sourcing model. Our research has shown us that transactional procurement is...

    • Downloads: 409
  • 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:The Forrester Wave™: eProcurement, Q2 2014

    The 11 Largest Procure-To-Pay (P2P) Platforms, Graded By Their Ability To Deliver Visibility And Control Through High User Adoption

    In Forrester's 69-criteria evaluation of eProcurement providers, we identified the 11 most significant software platforms — Basware, Capgemini IBX, Coupa, Ivalua, Oracle (E-Business Suite...

    • Downloads: 286