Teleconference The Forrester Wave Enterprise CRM Suites Q

Theme Despite CRM vendor turmoil, many valid choices remain. 2 Entire contents © 2007

Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM

Definition ► Forrester defines CRM to be the set of processes and supporting technologies

Understand the full customer life cycle Customer analytics and data management 5 Source: Forrester

October 2006, Trends “CRM Market Size And Forecast, 2006 To 2010” Forecast: Global CRM

Six key CRM imperatives • Driving innovation and top-line growth • Improving the customer

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” Types

The evolving cast of CRM characters • Significant consolidation and renewed market focus •

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” Evaluated

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” Evaluation

Forrester Wave comprises a four-step process • User surveys • Market size and forecast

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” Forrester

Buyers must make their decision with care • Oracle’s Siebel CRM and SAP’s my.

February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites

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

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

February 2007, Tech Choices “Onyx CRM Is A Strong Performer In The Enterprise CRM

February 2007, Tech Choices “Oracle’s E-Business Suite CRM Is A Strong Performer In The

February 2007, Tech Choices “Oracle’s People. Soft CRM Is A Strong Performer In The

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

February 2007, Tech Choices “Oracle’s Siebel CRM On Demand Is A Strong Performer In

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

February 2007, Tech Choices “Right. Now CRM Is A Strong Performer In The Enterprise

February 2007, Tech Choices “my. SAP CRM Is A Leader In The Enterprise CRM

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

Selected bibliography • February 5, 2007, Tech Choices, “The Forrester Wave™: Enterprise CRM Suites,

Thank you William Band wband@forrester. com 617/613. 6323 Ian Schuler ischuler@forrester. com 617/613. 6382

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Teleconference The Forrester Wave™: Enterprise CRM Suites, Q 1 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

Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM vendors to consider • Forrester Wave™ results • Q&A • Vendor scorecard summaries 3 Entire 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. 4 Entire 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 6 Entire 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) 8 Entire 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 9 Entire contents © 2007 Forrester Research, Inc. All rights reserved.

The evolving cast of CRM characters • Significant consolidation and renewed market focus • Growing acceptance of Saa. S for CRM • Midmarket players pushing for more enterprise deals • More choices for medium-size organizations • Specialty tools still required to fill the gaps 12 Entire 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 13 Entire contents © 2007 Forrester Research, Inc. All rights reserved.

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” Evaluated Vendors: Product Information And Selection Criteria © 2007, Forrester Research, Inc. Reproduction Prohibited

Forrester Wave comprises a four-step process • User surveys • Market size and forecast • Vendor surveys • Customer reference calls 17 Entire contents © 2007 Forrester Research, Inc. All rights reserved.

Buyers must make their decision with care • Oracle’s Siebel CRM and SAP’s my. SAP are the most complete solutions. • Oracle’s E-Business Suite (EBS) CRM and People. Soft CRM are good options for ERP customers. • Infor Global and M 2 M Holdings make Epiphany and Onyx products less risky. • Microsoft Dynamics CRM, Right. Now, and salesforce. com are proving enterprise credibility. • Amdocs and Pegasystems fill process gaps. 21 Entire 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 22 Entire 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 23 Entire contents © 2007 Forrester Research, Inc. All rights reserved.

February 2007, Tech Choices “Amdocs CRM Is A Contender In The Enterprise CRM Suites Market” Amdocs Enterprise CRM Suites Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market” Infor CRM Epiphany Evaluation Overview © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Infor CRM Epiphany Is A Strong Performer In The Enterprise CRM Suites Market” Infor CRM Epiphany Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market” Microsoft Dynamics CRM Evaluation Overview © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Microsoft Dynamics CRM Is A Strong Performer In The Enterprise CRM Suites Market” Microsoft Dynamics CRM Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

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 © 2007, Forrester Research, Inc. Reproduction Prohibited

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. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Oracle’s People. Soft CRM Is A Strong Performer In The Enterprise CRM Suites Market” Oracle’s People. Soft CRM Evaluation Overview © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Oracle’s People. Soft CRM Is A Strong Performer In The Enterprise CRM Suites Market” Oracle’s People. Soft CRM Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market” Oracle Siebel CRM Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

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 © 2007, Forrester Research, Inc. Reproduction Prohibited

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. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market” Pegasystems’ Customer Process Manager Evaluation Overview © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market” Pegasystems’ Customer Process Manager Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Right. Now CRM Is A Strong Performer In The Enterprise CRM Suites Market” Right. Now CRM Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

February 2007, Tech Choices “Salesforce. com Is A Strong Performer In The Enterprise CRM Suites Market” Salesforce. com Evaluation Overview (Cont. ) © 2007, Forrester Research, Inc. Reproduction Prohibited

Selected bibliography • February 5, 2007, Tech Choices, “The Forrester Wave™: Enterprise CRM Suites, Q 1 2007” • December 22, 2006, Tech Choices, “The Forrester Wave™: Customer Hubs, Q 4 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” 64 Entire contents © 2007 Forrester Research, Inc. All rights reserved.