For Business Process & Applications Professionals

To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

by William Band, September 30, 2009

To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the business value-add adjusted for uncertainty of 19 types . . .

For Business Process & Applications Professionals

TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

by William Band, July 9, 2009

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the complex customer relationship management (CRM) technology . . .

For Vendor Strategy Professionals

Vendors: Make Mobile App ROI Your Sell Epicenter

ROI Analysis Must Prove The Business Process Benefits Of Mobile Solutions

by Michele Pelino, May 22, 2009

The economic downturn increases pressure on enterprises to control costs and to provide return on investment (ROI) analysis to justify the benefits of investing in mobile technologies, applications, and solutions. While many companies are decreasing their . . .

For B2B Market Research Professionals

Packaged Applications Implementation And Deployment, Including SaaS, Q4 2008  (426 KB PPT)

by Ellen Daley, April 3, 2009

Firms report on their implementation and deployment of different packaged applications, with a specific focus on software-as-a-service.

For Business Process & Applications Professionals

Possible Field Service Boon Despite Recession

Four Trends To Stay On Top Of To Be Successful In 2009

by Elisse Gaynor, Sharyn Leaver, March 11, 2009

Trailing a year's worth of economic challenges for businesses and consumers alike, the recession has hit — hard. While many undoubtedly look to curb spending and get the most from assets already in hand, field service organizations will be in the spotlight. . . .

For Business Process & Applications Professionals

Which Mobile Middleware Solution Will Boost Your Sales Team's Effectiveness?

A Mobile Middleware Comparison

by Pete Marston, November 12, 2008

Organizations are investing more resources in mobilizing their sales functions. The benefits of mobile sales tools can lead to increased productivity and generate higher levels of customer satisfaction. But sorting through the solutions in the market . . .

For Business Process & Applications Professionals

The Forrester Wave™: Sales Force Management, Q4 2008

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

by Pete Marston, October 3, 2008

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 management. Our analysis identified seven Leaders in . . .

For Business Process & Applications Professionals

Market Overview: Field Service Management

by Patrick M. Connaughton, Elisse Gaynor, July 15, 2008

Historically, organizations have struggled to get their arms around field service management (FSM). However, recent market dynamics, vendor commitments to service-oriented architecture (SOA), and the development of industry-specific solutions are all . . .

For B2B Market Research Professionals

Mobile Application Evaluations And Pilots By Industry  (233 KB PPT)

by Ellen Daley, July 9, 2008

An industry comparison of eight types of mobile applications currently being evaluated or piloted by firms. See what's hot and what's not, and which industries may be poised to take the lead in adoption for wireless email and BlackBerry, personalized . . .

For Business Process & Applications Professionals

Mobilizing Sales To Handheld Devices

The Options Offer Efficiency Benefits, CRM Extensibility, And Flexibility

by Pete Marston, May 9, 2008

If you're looking for a mobile customer relationship management (CRM) solution to maximize your sales team's potential, you're not alone. According to a recent Forrester survey, nearly 50% of enterprises were piloting, rolling out, or currently using . . .

For Analyst Relations Professionals

Case Study: Callidus Software Drives Sales Through Analyst Relations

by Kevin Lucas, April 9, 2008

Callidus Software's industry analyst relations (AR) manager generates quantifiable sales benefits in the form of sales leads and procurement recommendations from analysts. AR generates approximately 10% of the company's leads, while 40% to 50% of sales . . .

For B2B Market Research Professionals

The Global Mobile Application Landscape

by Michele Pelino, TJ Keitt, April 7, 2008

Mobile line-of-business applications — such as field service and healthcare apps — are the next wave of mobile applications. While deployment of these apps is further along in North America and Europe, Asia Pacific interest is growing. Asia Pacific firms . . .

For Business Process & Applications Professionals

Topic Overview: Customer Relationship Management 2008

by William Band, March 25, 2008

Forrester's customer relationship management (CRM) research helps CRM professionals embrace best practices — from process optimization to technology implementation — to improve the customer experience and drive top-line growth. Our research spans marketing, . . .

For Business Process & Applications Professionals

Market Overview: SFA And PRM Solutions

Use Three Questions To Cut Your Vendor Shortlist Down To Size

by Pete Marston, March 21, 2008

In a recent survey, Forrester discovered that 25% of businesses rate their direct and indirect selling practices as poor/below average. Finding the right technology solution to boost your sales teams to best-in-class status can be daunting. To untangle . . .

For Business Process & Applications Professionals

Field Service Best Practices Adoption

by William Band, January 10, 2008

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 11 field service best practices capabilities. We found that adopting field service best practices challenges many organizations . . .

For Business Process & Applications Professionals

Direct Sales Best Practices Adoption

by William Band, January 10, 2008

We surveyed 73 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 direct sales best practices capabilities. We found that embracing sales best practices is a challenge for many organizations. . . .

For Business Process & Applications Professionals

Fifteen Vendors To Bridge Your SFA Gaps

by Pete Marston, November 20, 2007

Executive management consistently pressures sales managers to increase success rates, reduce sales cycle times, and ultimately improve and grow the top line. As a result, sales force automation (SFA) has become a primary focus for many IT and frontline . . .

For Sourcing & Vendor Management Professionals

Best Practices For Sales Performance Management RFPs

by Liz Herbert, November 6, 2007

The sales performance management/incentive compensation market continues to evolve. In the past year, Centive sold its on-premise division to focus on its software-as-a-service (SaaS) product line, and Callidus Software and SAP entered into a strategic . . .

For Business Process & Applications Professionals

Microsoft Dynamics CRM Is A Leader In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

Microsoft Dynamics CRM has rapidly grown its base to more than 10,000 customers since its release in late 2003. The product appeals to small and medium-sized businesses (SMBs) and, increasingly, to large enterprises, and is a natural shortlist choice . . .

For Business Process & Applications Professionals

RightNow Technologies Is A Leader In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

RightNow Technologies provides sales force automation (SFA) as part of a well-rounded customer relationship management (CRM) suite that supports sales, service, marketing, and analytics. RightNow sells its solution as either software-as-a-service (SaaS) . . .

For Business Process & Applications Professionals

Pivotal Is A Strong Performer In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

Pivotal provides sales force automation (SFA) geared primarily to midmarket and large-enterprise firms in key verticals like financial services, insurance, and home building. The solution provides strong tools for customization and integration that afford . . .

For Business Process & Applications Professionals

Onyx Is A Strong Performer In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

Onyx Software provides sales force automation (SFA) as part of a broader customer relationship management (CRM) and business process management (BPM) platform targeted at the upper midmarket and large-enterprise segments. The vendor has traditionally . . .

For Business Process & Applications Professionals

NetSuite Is A Leader In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

NetSuite provides software-as-a-service (SaaS) sales automation as part of an all-in-one SaaS suite that spans enterprise resource planning (ERP), customer relationship management (CRM), and eCommerce. The product typically appeals to smaller firms seeking . . .

For Business Process & Applications Professionals

Oracle's E-Business Suite CRM Is A Leader In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

Oracle E-Business Suite (EBS) CRM provides sales force automation (SFA) as part of a comprehensive enterprise application suite. The product's strong SFA functionality and best-of-breed incentive compensation module earn it a Leader spot in The Forrester . . .

For Business Process & Applications Professionals

Oracle's Siebel CRM On Demand Is A Leader In Sales Force Automation

The Forrester Wave™ Vendor Summary, Q2 2007

by Liz Herbert, April 24, 2007

Oracle's Siebel CRM On Demand provides software-as-a-service (SaaS) sales force automation (SFA) that offers quick time-to-value, strong usability, and low upfront costs. The product's strong core sales automation features include a Sales Process Coach . . .