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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35 results in Reports

  • Duncan Jones
  • For Sourcing & Vendor Management Professionals

    Report:The SAP/Ariba Merger Will Not Be Frictionless

    'Ariba, An SAP Company' Faces Many Challenges But Will Do Better Than SAP's Previous ePurchasing Acquisition

    SAP's proposed $4.3 billion acquisition of Ariba has shaken the ePurchasing market. Customers of both companies want to know if their products face an uncertain future, since it's unlikely that SAP...

    • Downloads: 363
  • 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: 406
  • 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: 296
  • 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: 125
  • 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: 178
  • 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: 683
  • 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: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: 1101
  • 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: 294
  • For Sourcing & Vendor Management Professionals

    Report:Let's Clear Up The "Indirect Access" Mess

    Systems Of Engagement Will Cause Unexpected Software Costs Unless Buyers Take Action To Clarify Their License Agreements

    Forrester sees an increase in questions from clients about licensing disputes caused by so called "indirect access" scenarios. In these cases, software sales teams have told clients that they are...

    • Downloads: 144
  • 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: 345
  • 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: 244
  • 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: 219
  • 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: 144
  • 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: 226
  • 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: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: 360
  • 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: 62
  • 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: 180
  • 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: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: 34
  • 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: 266
  • 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: 237
  • 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: 566
  • 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: 646