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

2. 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.

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

4. Enterprises continue to invest in CRM solutions

5. 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

6. Forrester’s CRM playbook

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

8. 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

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

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

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

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

13. 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

14. 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?

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

16. 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

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

18. 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

19. 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

20. 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

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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

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

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

36. 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

37. 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”

38. William Band