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 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: 175
  • 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: 354
  • 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: 231
  • 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: 664
  • 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: 310
  • 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: 163
  • 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: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: 761
  • 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: 184
  • 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: 418
  • 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: 371
  • 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: 297
  • 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: 148
  • 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: 149
  • 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: 380
  • 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: 301
  • 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: 183
  • 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: 226
  • 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: 573
  • For Sourcing & Vendor Management Professionals

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

    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: 383
  • 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: 241
  • 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: 408
  • 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: 427
  • 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: 162
  • 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: 1129