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

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

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

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

  2. Theme Despite CRM vendor turmoil, many valid choices remain.

  3. Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM vendors to consider • Forrester Wave™ results • Q&A • Vendor scorecard summaries

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

  5. Understand the full customer life cycle Customer analytics and data management Source: Forrester Research, Inc.

  6. Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM vendors to consider • Forrester Wave™ results • Q&A • Vendor scorecard summaries

  7. October 2006, Trends “CRM Market Size And Forecast, 2006 To 2010” Forecast: Global CRM Software Market, 2003 To 2010

  8. 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)

  9. Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM vendors to consider • Forrester Wave™ results • Q&A • Vendor scorecard summaries

  10. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Types Of CRM Applications Vendors

  11. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Types Of CRM Applications Vendors (Cont.)

  12. 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

  13. 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

  14. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Evaluated Vendors: Product Information And Selection Criteria

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

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

  17. Forrester Wave comprises a four-step process • User surveys • Market size and forecast • Vendor surveys • Customer reference calls

  18. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Forrester Wave™: Enterprise CRM Suites, Q1 ’07

  19. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)

  20. February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007” Forrester Wave™: Enterprise CRM Suites, Q1 ’07 (Cont.)

  21. 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.

  22. 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. Agenda • Experience-Based Differentiation fuels demand for CRM solutions • Three types of CRM vendors to consider • Forrester Wave™ results • Q&A • Vendor scorecard summaries

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

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

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

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

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

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

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

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

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

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

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

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

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

  37. 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

  38. 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.)

  39. 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.)

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

  41. 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.)

  42. 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.)

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

  44. February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market” Oracle Siebel CRM Evaluation Overview (Cont.)

  45. February 2007, Tech Choices “Oracle’s Siebel CRM Is A Leader In The Enterprise CRM Suites Market” Oracle Siebel CRM Evaluation Overview (Cont.)

  46. 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

  47. 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.)

  48. 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.)

  49. 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.)

  50. February 2007, Tech Choices “Pegasystems’ CPM Is A Strong Performer In The Enterprise CRM Suites Market” Pegasystems’ Customer Process Manager Evaluation Overview

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