For Business Process Professionals

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	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

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Executive Summary

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.

TABLE OF CONTENTS

• Define Must-Haves To Find The Right CRM Partner
• A Balanced Set Of Criteria Is Required
• Current Offering: Ease Of Use, Analytics, And Customer Data Are Critical
• Strategy: Flexibility And Productivity Improvement Are Very Important
• Market Presence: Robust Systems Integration Partners Considered Important

RECOMMENDATIONS

• Look Beyond CRM Functionality And Include Strategy And Market Presence
• Supplemental Material
• Related Research Documents

This is an excerpt

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