Webinar The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012 William Band, Vice President, Principal Analyst August 8, 2012. Call in at 10:55 a.m. Eastern time

Definition Forrester defines customer relationship management (CRM) as: The business processes and supporting technologies that support the key activities of: targeting, acquiring, retaining, understanding, and collaborating with customers.

Buyers need to do deep due diligence to find the right fit.

Enterprises continue to invest in CRM solutions

To make the right CRM investment, you must navigate key trends Customer experience management moves beyond aspiration to strategy. Brands embrace the experience ecosystem. Solutions converge to support cross-channel customer interactions. Organizations strive to domesticate untamed processes. Mobile applications empower customer-facing workers and consumers. Organizations more widely use social customer engagement tactics. Big Data moves to center stage. Agile implementation approaches take root. The voice-of-the-customer becomes and engine for culture change Source: February 16, 2012, “Navigate The Future Of CRM” Forrester report

Forrester’s CRM playbook

Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations

Consolidation sweeps through the CRM market Oracle bulks-up: ATG, InQuira, Market2Lead, Endeca Technologies, RightNow Technologies SAP makes notable acquisitions: Sybase, eGain Communications, SuccessFactors, NetBase, Syclo salesforce.com turns on its acquisition engine: Heroku, Radian6, Dimdim, Model Metrics, Rypple, Assist.ly, Stypi

Consolidation sweeps through the CRM market (cont.) Specialty vendors make acquisition moves: Nice Systems acquired Fizzback Verint acquired Vovici Marketo acquired Crowd Factory

Types of CRM solutions Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations

Forrester Wave™ methodology — the numbers 18 CRM suite solutions 411 criteria 20 categories Three primary components Current offering Strategy Market presence

Forrester Wave™ criteria: current offering Sales How strong are the product’s sales automation capabilities? Marketing How strong are the product’s marketing capabilities? Customer service How strong are the product’s customer service capabilities? Field service How strong are the product’s field service capabilities? eCommerce How strong are the product’s eCommerce capabilities? Partner channel management How strong are the vendor’s partner channel management capabilities? Business intelligence How strong are the product’s BI capabilities? Customer data management How robust is the product’s ability to manage customer data? Internationalization Is the product suitable for global, multilingual deployments? Industry business process support Does the product have specialized capabilities tailored to the business goals and processes for specific industries? Architecture and platform How strong are the product’s platform and development tools? Usability How user-friendly is the product? Cost What is the total cost of ownership of the product? Business intelligence

Forrester Wave™ criteria: strategy and market presence Planned enhancements What enhancements are planned for this product? Application ownership experience methodologies How does the vendor add value and support buyers before and after the purchase of the software and services? Corporate strategy How strong are the vendor’s corporate strategy and vision? Market presence Customer base How large is the vendor’s customer base for this market? Employees What is the depth of the human resources available to enhance the product and serve customers? Financial performance How strong are the vendor’s financial resources to pursue its strategy?

CRM suites solutions evaluated Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Eighteen individual vendor scorecards Forrester weightings and scores In-depth explanations of all criteria and grading rationale Explanations for every score Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations

Summary of Forrester Wave results for large organizations Software-as-a-Service (SaaS) solutions from salesforce.com, Microsoft Dynamics CRM Online, and Oracle (Oracle CRM On Demand, RightNow) are growing fastest. Oracle expands its collection of leading CRM solutions, but complexity increases. SAP CRM substantially increases its user-base. Pega CRM, Sword Ciboodle, and CDC’s Pivotal CRM benefit from increased BPM interest. Six vendors offer breadth – but not depth- at lower price points FrontRange, Maximizer, NetSuite, SageCRM, Sage SalesLogix, SugarCRM

The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012 Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012 (cont Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Leaders: Forrester Wave for large organizations Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Leaders: Forrester Wave for large organizations (cont.) Strengths Drawbacks Oracle Siebel CRM “Oracle Siebel CRM offers proven across-the-board CRM functionality.” Best-of-breed CRM functionalities: sales, marketing, customer service, field service, partner relationship management, and customer data management Industry-vertical adaptations App complexity High cost Lengthy implementations Pathways to Fusion CRM uncertain

Leaders: Forrester Wave for large organizations (cont.) Strengths Drawbacks SAP CRM “SAP CRM turns its focus toward improving the customer experience.” Sales and marketing Field service Partner channel management User interface improved Many industry-specific process solutions Rapid deployment solution Cost Complexity Implementation times CRM functionality in SAP Business All-in-One “SAP BAiO offers quick deployment and flexible pricing.” Offers much the same functionality as SAP CRM but packaged for midsize companies Attractive price for midsize organizations Multiple deployment options eCommerce Only available for smaller- size organizations that meet SAP criteria

Vendor summaries: Forrester Wave™ for large organization (cont.) Leaders Strengths Drawbacks Microsoft Dynamics CRM “Microsoft Dynamics CRM shines with strong usability and compelling value.” UI (Outlook paradigm) Offers buyers “Power of Choice” Salesforce automation Customer data management Analytics Favorable price/value profile eCommerce Partner channel management Field service Lack of industry specialization Salesforce “Salesforce.com leads for organizations who aspire to become social businesses.” Sales force automation Customer service Robust scalability reliability Rapid deployment Easy-to-use Marketing SaaS only

Vendor summaries: Forrester Wave for large organizations Leaders Strengths Drawbacks Oracle CRM On Demand “Oracle CRM On Demand is a good option for buyers committed to Oracle technologies.” Partner channel management Marketing Integration with other Oracle solutions Quick time-to-value Strong usability Low upfront costs Field service eCommerce

Leaders: Forrester Wave for large organizations Strengths Drawbacks Oracle RightNow CX Cloud Service “RightNow anchors Oracle’s on-demand portfolio for customer service.” Customer service Social web capabilities Public-sector support Low upfront cost Internationalization Cost eCommerce Field service Customer data management Partner channel management Pegasystems CRM “Pegasystems delivers process-centric CRM to tame unruly business processes.” Business process management (BPM) platform Marketing (strengthening) Lack of industry specialization

Strong Performers: Forrester Wave for large organizations Strengths Drawbacks CDC Software Pivotal CRM “CDC Software’s Pivotal CRM offers flexibility to support unique business practices.” Sales force automation Marketing Customer data management Internationalization UI (Outlook) Low license costs Field service Lack of industry specialization but strength in financial services Sage SalesLogix “Sage SalesLogix is proven and user-friendly.” Usability Multiple deployment options eCommerce Partner channel management

Strong Performers: Forrester Wave for large organizations (cont.) Strengths Drawbacks NetSuite “NetSuite CRM stands out with eCommerce capabilities.” Sales force automation eCommerce Time-to-value CRM/ERP data Customer service Field service Partner relationship management SaaS only Sage CRM “Sage CRM offers quick time-to-value and integration with Sage back-office products.” Usability Quick time-to-value Integration with Sage ERP products Low price tag Lack of industry-specific versions

Strong Performers: Forrester Wave for large organizations (cont.) Strengths Drawbacks SugarCRM “SugarCRM proves open source is a viable approach for CRM.” Sales force automation Usability Low app costs Open source/flexible platform Analytics Customer data management Field service Partner channel management No industry-specific versions Oracle E-Business Suite CRM “Oracle E-Business Suite (EBS) CRM strengths are field service and integration.” Business intelligence Scales for global deployment High-tech, manufacturing, retail sectors Cost Complexity No SaaS deployment option Road map features only incremental improvements

Strong Performers: Forrester Wave for large organizations (cont.) Strengths Drawbacks Sword Ciboodle* “Sword Ciboodle offers flexible, service-centric, customer interaction management.” Built on BPM platform Customer service domain expertise Sales Marketing Analytics Customer data management No SaaS deployment option *Acquired by Kana, July 2012

Contenders: Forrester Wave for large organizations Strengths Drawbacks Oracle PeopleSoft Enterprise CRM “Oracle PeopleSoft CRM meets needs in selected markets.” Sales force automation Marketing Customer service Analytics Customer data management Public-sector/education versions No SaaS deployment option Field service eCommerce Road map only focused on select industries and use cases FrontRange Goldmine Enterprise Edition “FrontRange Goldmine GMEE supports basic needs.” Low cost Partner channel management No industry-specific versions

Contenders: Forrester Wave for large organizations (cont.) Strengths Drawbacks Maximizer CRM “Maximizer is well priced and quick to deploy.” Sales force automation Usability Fast time-to-value Competitively priced Field service Partner relationship management No industry-specific versions

Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012 Source: July 10, 2012, “The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012” Forrester report

Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations

Download the workbook Go to the report on Forrester’s website, scroll downward, and click on “Vendor Selection Aids” to the right.

Adjust weightings to reflect your needs Forrester’s clients can customize the weightings according to their individual needs. Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012” Forrester report

Related Forrester Research July 11, 2012, “The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012” July 10, 2012, “The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012” June 20, 2012, “Forrester’s Fast-Forward CRM Capabilities Best Practices Self-Assessment” June 20, 2012, “Assess CRM Capabilities To Pinpoint Opportunities” June 11, 2012, “Transform Customer Processes And Systems To Improve Experiences”

William Band +1 617.613.6323 wband@forrester.com