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.

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

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.

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

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

© 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”

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)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Types Of CRM Applications Vendors

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Types Of CRM Applications Vendors (Cont.)

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

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

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Evaluated Vendors: Product Information And Selection Criteria

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Forrester Wave™: Enterprise CRM Suites, Q1 ’07

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

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

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.

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

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Infor CRM Epiphany Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Infor CRM Epiphany Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Infor CRM Epiphany Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Microsoft Dynamics CRM Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Microsoft Dynamics CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Microsoft Dynamics CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Microsoft Dynamics CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

Oracle’s PeopleSoft CRM Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

Oracle Siebel CRM Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Oracle Siebel CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Oracle Siebel CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

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”

© 2007, Forrester Research, Inc. Reproduction Prohibited

Pegasystems’ Customer Process Manager Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Pegasystems’ Customer Process Manager Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

RightNow CRM Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

RightNow CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

RightNow CRM Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Salesforce.com Evaluation Overview

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Salesforce.com Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Salesforce.com Evaluation Overview (Cont.)

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

© 2007, Forrester Research, Inc. Reproduction Prohibited

Salesforce.com Evaluation Overview (Cont.)

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

64Entire contents © 2007 Forrester Research, Inc. All rights reserved.

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”

65Entire contents © 2007 Forrester Research, Inc. All rights reserved.

William Band

wband@forrester.com

617/613.6323

Ian Schuler

ischuler@forrester.com

617/613.6382

www.forrester.com

Thank you