February 13, 2007. Call in at 12:55 p.m. Eastern Time
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Transcript of February 13, 2007. Call in at 12:55 p.m. Eastern Time
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TeleconferenceThe Forrester Wave™:Enterprise CRM Suites, Q1 2007 Which Enterprise CRM Application Is The Best?
William Band Ian Schuler
Principal Analyst Researcher
Forrester Research
February 13, 2007. Call in at 12:55 p.m. Eastern Time
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2Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Theme
Despite CRM vendor turmoil, many valid
choices remain.
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3Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
• Q&A
• Vendor scorecard summaries
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4Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Definition
► Forrester defines CRM to be the set of processes and supporting technologies used to acquire, retain, and enhance customer relationships.
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5Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Understand the full customer life cycle
Source: Forrester Research, Inc.
Offer
Target
Prioritize
Interest
Configure
Quote
Sell
Diagnose
Service
Interact
Marketing
Service Sales
CustomervalueCustomer acquisition
Customerretention
Customer analytics and data
management
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6Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
• Q&A
• Vendor scorecard summaries
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© 2007, Forrester Research, Inc. Reproduction Prohibited
Forecast: Global CRM Software Market, 2003 To 2010
October 2006, Trends “CRM Market Size And Forecast, 2006 To 2010”
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8Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Six key CRM imperatives
• Driving innovation and top-line growth
• Improving the customer experience
• Re-engineering customer-facing processes
• Boosting the productivity of customer facing workers
• Exploiting customer analytics
• Pushing global standards and service-oriented architecture (SOA)
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9Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
• Q&A
• Vendor scorecard summaries
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Types Of CRM Applications Vendors
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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Types Of CRM Applications Vendors (Cont.)
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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12Entire contents © 2007 Forrester Research, Inc. All rights reserved.
The evolving cast of CRM characters
• Significant consolidation and renewed market focus
• Growing acceptance of SaaS for CRM
• Midmarket players pushing for more enterprise deals
• More choices for medium-size organizations
• Specialty tools still required to fill the gaps
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13Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
» Evaluated vendors
» Evaluation criteria
» Methodology
» Vendor scores
• Q&A
• Vendor scorecard summaries
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Evaluated Vendors: Product Information And Selection Criteria
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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Evaluation CriteriaFebruary 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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Evaluation Criteria (Cont.)February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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17Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Forrester Wave comprises a four-step process
• User surveys
• Market size and forecast
• Vendor surveys
• Customer reference calls
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Forrester Wave™: Enterprise CRM Suites, Q1 ’07
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)
February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”
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21Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Buyers must make their decision with care
• Oracle’s Siebel CRM and SAP’s mySAP are the most complete solutions.
• Oracle’s E-Business Suite (EBS) CRM and PeopleSoft CRM are good options for ERP customers.
• Infor Global and M2M Holdings make Epiphany and Onyx products less risky.
• Microsoft Dynamics CRM, RightNow, and salesforce.com are proving enterprise credibility.
• Amdocs and Pegasystems fill process gaps.
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22Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
• Q&A
• Vendor scorecard summaries
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23Entire contents © 2007 Forrester Research, Inc. All rights reserved.
Agenda
• Experience-Based Differentiation fuels demand for CRM solutions
• Three types of CRM vendors to consider
• Forrester Wave™ results
• Q&A
• Vendor scorecard summaries
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Amdocs Enterprise CRM Suites Evaluation OverviewFebruary 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”
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Amdocs Enterprise CRM Suites Evaluation Overview (Cont.)February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”
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Amdocs Enterprise CRM Suites Evaluation Overview (Cont.)February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”
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Infor CRM Epiphany Evaluation Overview
February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market”
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Infor CRM Epiphany Evaluation Overview (Cont.)
February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market”
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Infor CRM Epiphany Evaluation Overview (Cont.)
February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market”
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Microsoft Dynamics CRM Evaluation Overview
February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Microsoft Dynamics CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Microsoft Dynamics CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Microsoft Dynamics CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Onyx CRM Evaluation OverviewFebruary 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Onyx CRM Evaluation Overview (Cont.)February 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Onyx CRM Evaluation Overview (Cont.)February 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s E-Business Suite CRM Evaluation Overview
February 2007, Tech Choices “Oracle’s E-Business Suite CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s E-Business Suite CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s E-Business Suite CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s E-Business Suite CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s E-Business Suite CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s PeopleSoft CRM Evaluation Overview
February 2007, Tech Choices “Oracle’s PeopleSoft CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s PeopleSoft CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s PeopleSoft CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s PeopleSoft CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s PeopleSoft CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle Siebel CRM Evaluation Overview
February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market”
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Oracle Siebel CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market”
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Oracle Siebel CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market”
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Oracle’s Siebel CRM On Demand Evaluation Overview
February 2007, Tech Choices “Oracle’s Siebel CRM On Demand Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s Siebel CRM On Demand Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s Siebel CRM On Demand Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s Siebel CRM On Demand Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s Siebel CRM On Demand Is A Strong Performer In The Enterprise CRM Suites Market”
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Oracle’s Siebel CRM On Demand Evaluation Overview (Cont.)
February 2007, Tech Choices “Oracle’s Siebel CRM On Demand Is A Strong Performer In The Enterprise CRM Suites Market”
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Pegasystems’ Customer Process Manager Evaluation Overview
February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market”
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Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)
February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market”
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Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)
February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market”
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Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)
February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market”
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RightNow CRM Evaluation Overview
February 2007, Tech Choices “RightNow CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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RightNow CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “RightNow CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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RightNow CRM Evaluation Overview (Cont.)
February 2007, Tech Choices “RightNow CRM Is A Strong Performer In The Enterprise CRM Suites Market”
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mySAP CRM Evaluation OverviewFebruary 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”
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mySAP CRM Evaluation Overview (Cont.)February 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”
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mySAP CRM Evaluation Overview (Cont.)February 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”
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Salesforce.com Evaluation Overview
February 2007, Tech Choices “Salesforce.com Is A Strong Performer In The Enterprise CRM Suites Market”
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Salesforce.com Evaluation Overview (Cont.)
February 2007, Tech Choices “Salesforce.com Is A Strong Performer In The Enterprise CRM Suites Market”
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Salesforce.com Evaluation Overview (Cont.)
February 2007, Tech Choices “Salesforce.com Is A Strong Performer In The Enterprise CRM Suites Market”
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Salesforce.com Evaluation Overview (Cont.)
February 2007, Tech Choices “Salesforce.com Is A Strong Performer In The Enterprise CRM Suites Market”
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Selected bibliography• February 5, 2007, Tech Choices, “The Forrester Wave™: Enterprise CRM
Suites, Q1 2007”
• December 22, 2006, Tech Choices, “The Forrester Wave™: Customer Hubs, Q4 2006”
• October 20, 2006, Trends “CRM Market Size And Forecast, 2006 To 2010”
• October 5, 2006, Topic Overview “Topic Overview: Customer Relationship Management”
• August 22, 2006, Best Practices “Twelve Steps To Experience-Based Differentiation”
• May 1, 2006, Best Practices “Using Technology To Improve Your Customer Experience”
• February 21, 2006, Trends “Trends 2006: Customer Relationship Management”
• December 16, 2005, Best Practices “Use Business Process Management Thinking To Evaluate CRM Solutions”
• December 13, 2005, Best Practices “Best Practices For CRM Deployment”
• August 11, 2005, Best Practices “How To Select A CRM Software Vendor”
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William Band
617/613.6323
Ian Schuler
617/613.6382
www.forrester.com
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