Webinar The Forrester Wave CRM Suites For Large
Webinar The Forrester Wave™: CRM Suites For Large Organizations, Q 3 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. © 2012 Forrester Research, Inc. Reproduction Prohibited
Buyers need to do deep due diligence to find the right fit.
Enterprises continue to invest in CRM solutions © 2012 Forrester Research, Inc. Reproduction Prohibited 4
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 © 2012 Forrester Research, Inc. Reproduction Prohibited
Forrester’s CRM playbook © 2012 Forrester Research, Inc. Reproduction Prohibited 6
Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations © 2012 Forrester Research, Inc. Reproduction Prohibited 7
Consolidation sweeps through the CRM market • Oracle bulks-up: › ATG, In. Quira, Market 2 Lead, Endeca Technologies, Right. Now Technologies • SAP makes notable acquisitions: › Sybase, e. Gain Communications, Success. Factors, Net. Base, Syclo • salesforce. com turns on its acquisition engine: › Heroku, Radian 6, Dimdim, Model Metrics, Rypple, Assist. ly, Stypi © 2012 Forrester Research, Inc. Reproduction Prohibited
Consolidation sweeps through the CRM market (cont. ) • Specialty vendors make acquisition moves: • Nice Systems acquired Fizzback • Verint acquired Vovici • Marketo acquired Crowd Factory © 2012 Forrester Research, Inc. Reproduction Prohibited
Types of CRM solutions Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations © 2012 Forrester Research, Inc. Reproduction Prohibited 11
Forrester Wave™ methodology — the numbers • 18 CRM suite solutions • 411 criteria • 20 categories • Three primary components › Current offering › Strategy › Market presence © 2012 Forrester Research, Inc. Reproduction Prohibited
Forrester Wave™ criteria: current offering 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? e. Commerce How strong are the product’s e. Commerce capabilities? Partner channel management How strong are the vendor’s partner channel management 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 How strong are the product’s BI capabilities? © 2012 Forrester Research, Inc. Reproduction Prohibited 13
Forrester Wave™ criteria: strategy and market presence Strategy 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? © 2012 Forrester Research, Inc. Reproduction Prohibited 14
CRM suites solutions evaluated Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Eighteen individual vendor scorecards In-depth explanations of all criteria and grading rationale Forrester weightings Explanations and scores for every score Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations © 2012 Forrester Research, Inc. Reproduction Prohibited 17
Summary of Forrester Wave results for large organizations • Software-as-a-Service (Saa. S) solutions from salesforce. com, Microsoft Dynamics CRM Online, and Oracle (Oracle CRM On Demand, Right. Now) 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 › Front. Range, Maximizer, Net. Suite, Sage. CRM, Sage Sales. Logix, Sugar. CRM © 2012 Forrester Research, Inc. Reproduction Prohibited
The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012 Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012 (cont. ) Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Leaders: Forrester Wave for large organizations Source: July 9, 2012, “The Forrester Wave™: CRM Suites For Large Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Leaders: Forrester Wave for large organizations (cont. ) Leaders Oracle Siebel CRM “Oracle Siebel CRM offers proven across-the-board CRM functionality. ” Strengths • Best-of-breed CRM functionalities: sales, marketing, customer service, field service, partner relationship management, and customer data management Drawbacks • App complexity • High cost • Lengthy implementations • Pathways to Fusion CRM uncertain • Industry-vertical adaptations © 2012 Forrester Research, Inc. Reproduction Prohibited 22
Leaders: Forrester Wave for large organizations (cont. ) Leaders SAP CRM “SAP CRM turns its focus toward improving the customer experience. ” Strengths • Sales and marketing Drawbacks • Cost • Field service • Complexity • Partner channel management • Implementation times • User interface improved • Many industry-specific process solutions CRM functionality in SAP Business All-in-One “SAP BAi. O offers quick deployment and flexible pricing. ” © 2012 Forrester Research, Inc. Reproduction Prohibited • Rapid deployment solution • Offers much the same • Partner channel functionality as SAP CRM management but packaged for midsize • e. Commerce companies • Only available for smaller • Attractive price for midsize organizations that organizations meet SAP criteria • Multiple deployment options 23
Vendor summaries: Forrester Wave™ for large organization (cont. ) Leaders Microsoft Dynamics CRM Strengths • UI (Outlook paradigm) • Favorable price/value profile • Sales force automation “Salesforce. com leads • Partner channel management for organizations who • Customer service aspire to become social • Robust scalability reliability businesses. ” • Rapid deployment • Easy-to-use © 2012 Forrester Research, Inc. Reproduction Prohibited • e. Commerce • Offers buyers “Power of Choice” • Partner channel management • Salesforce automation “Microsoft Dynamics CRM shines with strong usability and compelling • Customer data management value. ” • Analytics Salesforce Drawbacks • Field service • Lack of industry specialization • Marketing • e. Commerce • Field service • Saa. S only
Vendor summaries: Forrester Wave for large organizations Leaders Oracle CRM On Demand “Oracle CRM On Demand is a good option for buyers committed to Oracle technologies. ” Strengths • Partner channel management Drawbacks • Field service • e. Commerce • Marketing • Integration with other Oracle solutions • Quick time-to-value • Strong usability • Low upfront costs © 2012 Forrester Research, Inc. Reproduction Prohibited 25
Leaders: Forrester Wave for large organizations Leaders Strengths Drawbacks Oracle Right. Now CX Cloud Service • Customer service • Cost • Social web capabilities • e. Commerce “Right. Now anchors Oracle’s on-demand portfolio for customer service. ” • Public-sector support • Field service • Low upfront cost • Customer data management • Internationalization • Partner channel management • Business process management (BPM) “Pegasystems delivers process-centric CRM to tame platform unruly business processes. ” • Customer service Pegasystems CRM • Marketing (strengthening) • Customer data management • Field service • Partner channel management • Lack of industry specialization © 2012 Forrester Research, Inc. Reproduction Prohibited 26
Strong Performers: Forrester Wave for large organizations Strong Performers Strengths Drawbacks CDC Software Pivotal CRM • Sales force automation • Field service “CDC Software’s Pivotal CRM offers flexibility to support unique business practices. ” • Marketing • Lack of industry specialization but strength in financial services • Customer data management • Internationalization • UI (Outlook) • Low license costs Sage Sales. Logix • Sales force automation • Marketing “Sage Sales. Logix is proven and user-friendly. ” • Customer data management • Field service • Usability • Partner channel management • Multiple deployment options • e. Commerce • Internationalization © 2012 Forrester Research, Inc. Reproduction Prohibited 27
Strong Performers: Forrester Wave for large organizations (cont. ) Strong Performers Strengths Drawbacks Net. Suite • Sales force automation • Customer service “Net. Suite CRM stands out with e. Commerce capabilities. ” • e. Commerce • Field service • Time-to-value • Partner relationship management • CRM/ERP data • Saa. S only Sage CRM • Usability • e. Commerce “Sage CRM offers quick time • Quick time-to-value • Field service -to-value and integration with • Integration with Sage ERP • Lack of industry-specific Sage back-office products. ” products versions • Low price tag © 2012 Forrester Research, Inc. Reproduction Prohibited 28
Strong Performers: Forrester Wave for large organizations (cont. ) Strong Performers Strengths Drawbacks Sugar. CRM • Sales force automation • Analytics “Sugar. CRM proves open source is a viable approach for CRM. ” • Usability • Customer data management Oracle E-Business Suite CRM • Low app costs • Open source/flexible platform • Partner channel management • Business intelligence • No industry-specific versions • Cost • Field service • Complexity “Oracle E-Business Suite • Scales for global (EBS) CRM strengths are deployment field service and integration. ” • High-tech, manufacturing, retail sectors © 2012 Forrester Research, Inc. Reproduction Prohibited • Field service • No Saa. S deployment option • Road map features only incremental improvements 29
Strong Performers: Forrester Wave for large organizations (cont. ) Strong Performers Strengths Drawbacks Sword Ciboodle* • Built on BPM platform • Sales “Sword Ciboodle offers flexible, service-centric, customer interaction management. ” • Customer service domain expertise • Marketing • Analytics • Customer data management • No Saa. S deployment option *Acquired by Kana, July 2012 © 2012 Forrester Research, Inc. Reproduction Prohibited 30
Contenders: Forrester Wave for large organizations Contenders Strengths Oracle People. Soft Enterprise • Sales force automation CRM • Marketing “Oracle People. Soft CRM • Customer service meets needs in selected • Analytics markets. ” • Customer data management Front. Range Goldmine Enterprise Edition “Front. Range Goldmine GMEE supports basic needs. ” • Public-sector/education versions • Sales force automation • Customer service • Low cost Drawbacks • No Saa. S deployment option • Field service • e. Commerce • Road map only focused on select industries and use cases • Field service • Partner channel management • Analytics • e. Commerce • No industry-specific versions © 2012 Forrester Research, Inc. Reproduction Prohibited 31
Contenders: Forrester Wave for large organizations (cont. ) Contenders Maximizer CRM Strengths • Sales force automation “Maximizer is well priced and • Usability quick to deploy. ” • Fast time-to-value • Competitively priced © 2012 Forrester Research, Inc. Reproduction Prohibited Drawbacks • Field service • Partner relationship management • No industry-specific versions 32
Forrester Wave™: CRM Suites For Midsize Organizations, Q 3 2012 Source: July 10, 2012, “The Forrester Wave™: CRM Suites For Midsize Organizations, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Agenda Types of CRM solutions Forrester Wave™ criteria and evaluation methodology How the solutions stack up Recommendations © 2012 Forrester Research, Inc. Reproduction Prohibited 34
Download the workbook Go to the report on Forrester’s website, scroll downward, and click on “Vendor Selection Aids” to the right. © 2012 Forrester Research, Inc. Reproduction Prohibited 35
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, Q 3 2012” Forrester report © 2012 Forrester Research, Inc. Reproduction Prohibited
Related Forrester Research • July 11, 2012, “The Forrester Wave™: CRM Suite Customer Service Solutions, Q 3 2012” • July 10, 2012, “The Forrester Wave™: CRM Suites For Midsize Organizations, Q 3 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” © 2012 Forrester Research, Inc. Reproduction Prohibited
Thank you William Band +1 617. 613. 6323 wband@forrester. com
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