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.

Refine your results

Date Range

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

36 results in Reports

  • Duncan Jones
  • 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: 1164
  • 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: 425
  • 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: 190
  • 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: 156
  • 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: 820
  • 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: 247
  • 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: 681
  • 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: 221
  • 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: 437
  • 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 Application Development & Delivery Professionals

    Report:Best Practices: Strategic Software Development Partnerships

    Management: The Business Applications Playbook

    Strong partnerships with a few key providers of software products, platforms, and services are an essential foundation of a digital transformation. You need great software as the foundation of your...

    • Downloads: 107
  • For Sourcing & Vendor Management Professionals

    Report:Demand Pricing That Matches Business Value — The Radical Sourcing Trend For 2013

    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: 581
  • 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: 429
  • For Sourcing & Vendor Management Professionals

    Report: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

    Business technology (BT) evolves rapidly, yet software companies' standard license agreements fail to keep pace with that evolution. Changes to the way we deploy and use software make familiar...

    • Downloads: 430
  • 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: 281
  • For Sourcing & Vendor Management Professionals

    Report:Supplier Research Is Essential To Your Negotiation Preparation

    Gathering market intelligence about your software suppliers is a sourcing best practice, as it empowers your negotiations and ensures that you know what to ask for and when. It's easier to do today...

    • Downloads: 235
  • 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: 322
  • 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: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: 172
  • For B2B Marketing 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: 159
  • For Application Development & Delivery Professionals

    Report:Three Secrets Of Successful Business Applications Projects

    Execution: The Business Applications Playbook

    Many business applications projects underperform or even utterly fail. Forrester's research into business applications selection and implementation has identified that one root cause is often...

    • Downloads: 53
  • For CIO Professionals

    Report:Redefine Oracle's Role In Your BT Strategy

    Seize The Unprecedented Opportunity To Reassess, Reinvigorate, And Renegotiate Your Oracle Relationship

    Is Oracle a leading contributor to your business technology (BT) agenda or a legacy IT incumbent? While still one of the largest technology providers, Oracle's role in helping you accelerate your...

    • Downloads: 200
  • 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: 197
  • 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: 60
  • 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: 111