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For Business Process & Applications Professionals
How To Risk-Proof Your CRM Deployment Strategy
Use Best Practices And Our Risk Evaluation Tool To Steer Clear Of Perils
by William Band, February 27, 2009
In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading . . .
For Business Process & Applications Professionals
How To Risk-Proof Your Culture For CRM
Use Best Practices And Our Risk Evaluation Tool To Steer Clear Of Perils
by William Band, February 27, 2009
In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading . . .
For Business Process & Applications Professionals
How To Risk-Proof Your CRM Business Processes
Use Best Practices And Our Risk Evaluation Tool To Steer Clear Of Perils
by William Band, February 27, 2009
In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading . . .
For Business Process & Applications Professionals
How To Risk-Proof Your CRM Technology Platform
Use Best Practices And Our Risk Evaluation Tool To Steer Clear Of Perils
by William Band, February 27, 2009
In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading . . .
For Business Process & Applications Professionals
Answers To Five Frequently Asked Questions About CRM Projects
Size Up Your CRM Program Compared Against 133 Projects
by William Band, August 29, 2008
How does your customer relationship management (CRM) project compare with those at other organizations? Forrester surveyed 133 organizations that are using one of 24 leading enterprise or midmarket suite solutions to understand their CRM solution purchase . . .
For Business Process & Applications Professionals
The Forrester Wave™: Midmarket CRM Suites, Q3 2008
Solutions From Microsoft, Oracle, RightNow, And Salesforce.com Lead The Way
by Pete Marston, August 26, 2008
In Forrester's 517-criteria evaluation of midmarket customer relationship management (CRM) solutions, we found that Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft Dynamics CRM, RightNow CRM, and salesforce.com's salesforce . . .
For Business Process & Applications Professionals
Microsoft Dynamics Gets Renewed Focus
New Management Team Moves On From Project Green
by R "Ray" Wang, Paul D. Hamerman, April 1, 2008
A combination of high-profile departures and slowing growth at the Microsoft Business Solutions (MBS) division over the past two years brought into question whether the Redmond, Wash., giant was serious about the business applications market. With a new . . .
For Business Process & Applications Professionals
SugarCRM Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
SugarCRM provides an open source foundation that firms can extend and customize to fit business needs. The customer support module of the SugarCRM suite provides basic case management, bug tracking, and problem escalations. Sugar provides a free edition . . .
For Business Process & Applications Professionals
SageCRM Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
SageCRM provides basic customer service capabilities across phone, email, and self-service channels. For organizations with more sales than service needs, SageCRM can provide a basic infrastructure to record, route, and resolve most customer service interactions. . . .
For Business Process & Applications Professionals
Infor Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
The acquisitions of Epiphany and MAPICS provided the foundation for the customer service and field service capabilities offered by Infor. The products provide sound support for most customer service functions, with particular strengths in integrating . . .
For Business Process & Applications Professionals
Microsoft Leads In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Microsoft Dynamics CRM, which delivers sufficient customer service capabilities at a low cost, has emerged as a leader among customer record-centric products. Although not as functionally rich in core customer service capabilities, Microsoft compensates . . .
For Business Process & Applications Professionals
Oracle Siebel CRM Leads In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Oracle is intent on sustaining the Siebel leadership position in the CRM market. The Oracle Siebel CRM customer service suite is especially strong in B2B customer service environments, where its full relationship management capabilities can be exploited. . . .
For Business Process & Applications Professionals
Oracle's E-Business Suite Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Oracle's E-Business Suite (EBS) has a full-featured customer service application, especially appropriate for companies using Oracle's other applications for customer relationship management (CRM) and enterprise resource planning (ERP). The product inherits . . .
For Business Process & Applications Professionals
Sage SalesLogix Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Sage SalesLogix's customer service offerings are predominantly targeted to meet the needs of phone- and email-based customer service agents. Although the company does not offer a specific field service application, the mobile capabilities of the SalesLogix . . .
For Business Process & Applications Professionals
Maximizer Software Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Maximizer Software provides a low-cost and easy-to-implement suite of tools for small-to-midmarket organizations with tight integration into Microsoft applications. The applications share a similar user interface, which tends to reduce training and general . . .
For Business Process & Applications Professionals
Entellium Leads In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Entellium's eCustomerCenter provides a low-cost hosted application, with good usability and customization capabilities that should meet most midmarket customer service needs. The agent activity center consolidates all of the customer service functions . . .
For Business Process & Applications Professionals
Oracle's Siebel CRM On Demand Is A Leader In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
Oracle's Siebel CRM On Demand offers many of the same benefits as other software-as-a-service (SaaS) vendors — faster time-to-value, good usability, and lower upfront costs. The product provides good functionality for phone agents, and the 2006 acquisition . . .
For Business Process & Applications Professionals
NetSuite Is A Strong Performer In Record-Centric Customer Service Management Software
The Forrester Wave™ Vendor Summary, Q2 2007
by Chip Gliedman, May 24, 2007
NetSuite CRM+ customer service modules are tightly integrated with the enterprise resource planning (ERP) and eCommerce modules, allowing customer service to take full advantage of customer order, interaction history, and other process information and . . .
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 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 . . .
For Business Process & Applications Professionals
The Forrester Wave™: Sales Force Automation, Q2 2007
Enterprise CRM Vendors And SaaS Specialists Crowd Leaders Group
by Liz Herbert, April 24, 2007
Forrester evaluated leading sales force automation (SFA) vendors across 136 criteria and found that buyers must choose from a crowded group of Leaders and Strong Performers. Oracle's Siebel CRM earned the strongest overall score in the Leaders group, . . .
