August 11, 2005
How To Select A CRM Software Vendor
Vendor Selection Criteria Used By 19 Leading Organizations
by William Band
with John Ragsdale, Jessica Harrington
Executive Summary (This is a document excerpt)
Selecting CRM software means much more than evaluating feature/function lists. Forrester talked with 19 leading organizations and found that they use a balanced set of criteria: vendors' current offering, strategy, and market presence. Within these categories, ease of use, analytic capabilities, and sound customer data management are of prime importance. Buyers want a flexible application that will demonstrably improve user productivity and the customer experience. And not only do they value the vendors' product capabilities, but they also value the expertise of systems integration partners.
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Forrester interviewed 19 vendor and user organizations, including: Alcatel Networking, ATB Financial, Bolton Metropolitan Council, British Telecommunications, Capita Insurance Services, Cisco Systems, Cortal Consors, Deloitte, DHL International, Energie AG, Energis UK, Inter-Tel, Lyondell Chemical Company (Equistar), Pitney Bowes, Rohm and Haas, SaskTel, Tata International, The Bank of New York, and Vodafone Ireland. Related Research Documents
July 13, 2005, Tech Choices
June 13, 2005, Tech Choices
May 31, 2005, Best Practices
March 17, 2005, Best Practices |
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