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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36 results in Reports

  • Duncan Jones
  • 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: 295
  • 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: 385
  • For Sourcing & Vendor Management Professionals

    Report:Good Software Deals Improve BT Project ROI, Not Merely Reduce Cost

    Metrics: The Strategic Software Sourcing Playbook

    This report describes the metrics that form part of Forrester's solution for sourcing and vendor management executives who are moving to strategic software sourcing. Too many sourcing executives lead...

    • Downloads: 358
  • 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: 45
  • For Sales Enablement Professionals

    Report:Case Study: SAP Simplifies Its Pricing

    SAP's Pricing Team Standardizes On Fewer Metrics While Better Aligning Licensing With Business Value

    Forrester recently published our software pricing and licensing best practices to help software company sales enablement (SE) professionals to decide how to package software into price list products,...

    • Downloads: 115
  • 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: 560
  • 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: 176
  • 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: 1084
  • For Infrastructure & Operations Professionals

    Report:Quick Take: Microsoft Cleans Windows Licensing And Reveals A Path To VDI

    Microsoft's New Per-User Subscription License Enables Use On And From Multiple Devices, Both Locally And/Or Virtually

    Infrastructure and operations (I&O) professionals who set client device strategies for their organizations should welcome Microsoft's new option of a user subscription license (USL) for Windows. Not...

    • Downloads: 153
  • 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: 286
  • 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: 234
  • 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: 321
  • For CIO Professionals

    Report:Quick Take: Is Ellison Really Stepping Down?

    Oracle's Announcement Changes Little In The Near Term, But Is Act One Of An Executive Succession

    Many have interpreted Oracle's announcement on September 18, 2014 that founder Larry Ellison will now be chief technology officer (CTO), not CEO, as a major leadership change at the company. The...

    • Downloads: 53
  • For Sourcing & Vendor Management Professionals

    Report:Updated Q4 2013: Forrester's Software Contract Review Checklist User Guide

    Use This Report And The Associated Tool To Identify And Fix Common Problems In Software License Agreements

    Inadequate software license agreements cause many problems for Forrester's clients. We hear dozens of stories each year, such as disputed interpretation of outdated language or vital protection that...

    • Downloads: 241
  • 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: 638
  • 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: 61
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices: Establishing Trusted Partnerships With Your Key Software Providers

    External Partnerships, Based On Trust And Shared Goals, Are Vital To Delivery Of The BT Agenda

    Everyone talks about "strategic partners," but Forrester's research has found that few supplier relationships actually deserve that accolade. This report is a must-read for sourcing and vendor...

    • Downloads: 114
  • For Sourcing & Vendor Management Professionals

    Report:Build A Software Sourcing Strategy To Deliver Your Firm's BT Agenda

    Vision: The Strategic Software Sourcing Playbook

    This report describes Forrester's vision of strategic software sourcing for sourcing and vendor management (SVM) executives. You have a crucial role to play in furthering your organization's business...

    • Downloads: 347
  • For Sales Enablement Professionals

    Report:Best Practices For Software Pricing And Licensing

    Grow Your Software Products' Revenue By Aligning Pricing With How You Deliver Business Value, While Balancing Simplicity And Fairness

    Forrester speaks with dozens of software company executives each year who are finding it difficult to decide the best way to package and price their software products, especially as they move their...

    • Downloads: 244
  • For Sourcing & Vendor Management Professionals

    Report:Tiers Are Not Enough

    One Software Supplier Classification System Is Insufficient To Drive Both Sourcing Strategy And Operational Monitoring

    Inadequate tiering of your software suppliers can cause you many problems: It can make it harder to know where to focus your vendor management resources and difficult to differentiate between...

    • Downloads: 274
  • 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: 395
  • 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: 141
  • 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: 412
  • For Sourcing & Vendor Management Professionals

    Report:Updated Q4 2013: Forrester's Software Contract Review Checklist

    Inadequate software license agreements cause many problems for Forrester’s clients. We hear dozens of reports from clients each year regarding issues like disputed...

    • Downloads: 37
  • 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: 452