February 13, 2007. Call in at 12:55 p.m. Eastern Time

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

2Entire contents © 2007 Forrester Research, Inc. All rights reserved.

Theme

Despite CRM vendor turmoil, many valid

choices remain.


Agenda

• Experience-Based Differentiation fuels demand for CRM solutions

• Three types of CRM vendors to consider

• Forrester Wave™ results

• Q&A

• Vendor scorecard summaries


Definition

► Forrester defines CRM to be the set of processes and supporting technologies used to acquire, retain, and enhance customer relationships.


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


Agenda




• Q&A


© 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”


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)


Agenda




• Q&A



Types Of CRM Applications Vendors

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”


Types Of CRM Applications Vendors (Cont.)



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


Agenda




» Evaluated vendors

» Evaluation criteria

» Methodology

» Vendor scores

• Q&A



Evaluated Vendors: Product Information And Selection Criteria



Evaluation CriteriaFebruary 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”


Evaluation Criteria (Cont.)February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”


Forrester Wave comprises a four-step process

• User surveys

• Market size and forecast

• Vendor surveys

• Customer reference calls


Forrester Wave™: Enterprise CRM Suites, Q1 ’07



Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)



Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)



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.


Agenda




• Q&A



Agenda




• Q&A



Amdocs Enterprise CRM Suites Evaluation OverviewFebruary 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”


Amdocs Enterprise CRM Suites Evaluation Overview (Cont.)February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”


Amdocs Enterprise CRM Suites Evaluation Overview (Cont.)February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market”


Infor CRM Epiphany Evaluation Overview

February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market”


Infor CRM Epiphany Evaluation Overview (Cont.)



Infor CRM Epiphany Evaluation Overview (Cont.)



Microsoft Dynamics CRM Evaluation Overview

February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market”


Microsoft Dynamics CRM Evaluation Overview (Cont.)









Onyx CRM Evaluation OverviewFebruary 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”


Onyx CRM Evaluation Overview (Cont.)February 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”


Onyx CRM Evaluation Overview (Cont.)February 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM Suites Market”


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”


Oracle’s E-Business Suite CRM Evaluation Overview (Cont.)



Oracle’s E-Business Suite CRM Evaluation Overview (Cont.)



Oracle’s PeopleSoft CRM Evaluation Overview

February 2007, Tech Choices “Oracle’s PeopleSoft CRM Is A Strong Performer In The Enterprise CRM Suites Market”


Oracle’s PeopleSoft CRM Evaluation Overview (Cont.)



Oracle’s PeopleSoft CRM Evaluation Overview (Cont.)



Oracle Siebel CRM Evaluation Overview

February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market”


Oracle Siebel CRM Evaluation Overview (Cont.)



Oracle Siebel CRM Evaluation Overview (Cont.)



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”


Oracle’s Siebel CRM On Demand Evaluation Overview (Cont.)









Pegasystems’ Customer Process Manager Evaluation Overview

February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market”


Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)









RightNow CRM Evaluation Overview

February 2007, Tech Choices “RightNow CRM Is A Strong Performer In The Enterprise CRM Suites Market”


RightNow CRM Evaluation Overview (Cont.)



RightNow CRM Evaluation Overview (Cont.)



mySAP CRM Evaluation OverviewFebruary 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”


mySAP CRM Evaluation Overview (Cont.)February 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”


mySAP CRM Evaluation Overview (Cont.)February 2007, Tech Choices “mySAP CRM Is A Leader In The Enterprise CRM Suites Market”


Salesforce.com Evaluation Overview

February 2007, Tech Choices “Salesforce.com Is A Strong Performer In The Enterprise CRM Suites Market”


Salesforce.com Evaluation Overview (Cont.)









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”


William Band

[email protected]

617/613.6323

Ian Schuler

[email protected]

617/613.6382

www.forrester.com

Thank you

Documents

February 13, 2007. Call in at 12:55 p.m. Eastern Time