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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39 results in Reports

  • Duncan Jones
  • 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: 447
  • For Application Development & Delivery Professionals

    Report:Align Your Business Applications To Cloud And BT Imperatives

    Executive Overview: The Business Applications Playbook

    Rapid business change, fueled by technology advances such as mobility and analytics, is transforming how application development and delivery (AD&D) professionals buy, deploy, and manage business...

    • Downloads: 864
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices For Managing Software Negotiations

    Software salespeople always seem to have the upper hand in negotiations with Forrester's sourcing and vendor management (SVM) clients. Not only are they often more highly trained than their buyer...

    • Downloads: 710
  • For CIO Professionals

    Report:Brief: Oracle's Customers Are The Real Winners From The Rimini Street Verdict

    Consider Third-Party Support As Part Of A Review Of Your Business Applications Strategy, Now That The Legal FUD Has Reduced

    Over 1,000 companies use third-party support providers (3SPs) such Rimini Street, Spinnaker Support, and Origina. The end of Oracle's lawsuit against Rimini Street removes some of the fear,...

    • Downloads: 54
  • For Sourcing & Vendor Management Professionals

    Report:Use Forrester's Software Supplier Tiering Framework To Increase Your Negotiation Power

    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: 204
  • 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: 346
  • 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: 159
  • For Application Development & Delivery Professionals

    Report:B2B Order Management Bridges The Gap Between B2B eCommerce And ERP

    Create A B2B Order Management Strategy That Prioritizes Speed And Agility Over Economies Of Standardization

    Many eCommerce projects fail due to problems integrating front-office applications with back-office order tracking and execution. This "integration gap" is a particular challenge in B2B scenarios...

    • Downloads: 269
  • For Sourcing & Vendor Management Professionals

    Report:Four Software Licensing Trends That Support Your Business Technology Agenda

    The software market has changed radically over the last three or four years, and the licensing landscape has changed with it. Trends such as big data, cloud, and mobile have undermined several common...

    • Downloads: 354
  • For Application Development & Delivery Professionals

    Report:The Best And Worst Of License-To-SaaS Conversion Programs

    Insist On A Fair And Flexible Deal When You Switch To Software Companies' Cloud-Based Products

    The strategic shift in the software market from on-premises to cloud provides a rare opportunity for an application development and delivery (AD&D) leader to reassess her incumbents' place in her...

    • Downloads: 121
  • For Sourcing & Vendor Management Professionals

    Report:Value Added Reseller Vendor Selection Tool

    The evolving software value-added reseller (VAR) landscape brings new challenges and opportunities to sourcing and vendor management (SVM) professionals. Clients, who face conflicting  goals...

    • Downloads: 38
  • For Sourcing & Vendor Management Professionals

    Report:Implement Strategic Software Sourcing In These Six Easy Steps

    Forrester speaks with many sourcing leaders who want to transform their firm's software buying approach from reactive procurement to strategic sourcing, but fear they won't be able to overcome the...

    • Downloads: 244
  • For B2B Marketing 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: 376
  • For Application Development & Delivery Professionals

    Report:Deliver Four Capabilities To Resolve The Buyer/Seller Conflict Within B2B eCommerce

    What Application Delivery Leaders Who Are Building Sell-Side Platforms Can Learn From Forrester's eProcurement Wave

    Beware of the buyer — that is Forrester's message for application development and delivery (AD&D) leaders in B2B firms who are developing or implementing eCommerce platforms. The 14% annual...

    • Downloads: 120
  • For Application Development & Delivery Professionals

    Report:Best Practices: Elevating Your SAP Relationship To Strategic Supplier Level

    Aligning Your SAP Working And Commercial Relationships After You Have Recalibrated Its Role In Your BT Sourcing Strategy

    Forrester recently described why and how to recalibrate SAP's role in advancing your business technology (BT) strategy. This report is a follow-up to that report. It explains what to do next if you...

    • Downloads: 62
  • 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: 206
  • 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: 64
  • For Sourcing & Vendor Management Professionals

    Report:Forrester's Software Contract Review Checklist

    Sourcing and vendor management professionals can use this checklist tool to zero in on the key issues that most frequently cause compliance problems and contract disputes for our sourcing and vendor...

    • Downloads: 37
  • For Sourcing & Vendor Management Professionals

    Report:Four Questions That Should Guide Your Microsoft Strategy

    Transitioning To Cloud-Based Subscription Models Provides A Unique Opportunity To Realign Your Commercial And Adoption Strategies

    Do you think that you understand Microsoft from previous dealings with the company? Think again. Microsoft's ongoing strategic transformation has significant implications for any technology...

    • Downloads: 284
  • For Sourcing & Vendor Management Professionals

    Report:Measure Your Software Sourcing Maturity To Identify Improvement Priorities

    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: 256
  • For Sourcing & Vendor Management Professionals

    Report:Better Sourcing Can Improve Your Software ROI

    Many sourcing and vendor management (SVM) professionals see the problems with their firm's current approach to dealing with the major software providers, but lack the authority to transform it. This...

    • Downloads: 201
  • For Sourcing & Vendor Management Professionals

    Report:Choose The Best Driver For Your Sourcing Transformation Program

    Many sourcing and vendor management leaders tell Forrester that they want to use our strategic approach to software sourcing, and yet are unable to overcome widespread resistance to central...

    • Downloads: 197
  • 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 Sourcing & Vendor Management Professionals

    Report:Boost Your Software Negotiation Strategy With A Toolkit Of Models, Checklists, And Documents

    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: 444
  • For Sourcing & Vendor Management Professionals

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

    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: 393