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Report Date: August 2010 Forrester evaluated 11 leading business process management (BPM) suite vendors against 148 criteria reflecting the requirements of business process professionals running large-scale BPM programs. We found that Pegasystems and Appian lead the pack with the best overall combination of modeling, design, and development features for business and technical roles driving process improvement. IBM, Software AG, and Savvion are also Leaders with competitive products that offer industry-leading development environments and improved tools for business stakeholders. Additionally, Lombardi and Metastorm fall into the Leader category, with impressive collaborative process design environments and Web 2.0 features. Oracle, Global 360, HandySoft, and Fujitsu are Strong Performers with compelling products that have their own unique strengths   Mentions: Lombardi Software, IBM, Savvion, Progress Software, Chordiant, Pegasystems, IDS Scheer, Software AG, Agile Point, Appian, Bluespring Software, Handysoft, Intalio, K2, Singularity, Sword Ciboodle, Ultimus, Global 360, Oracle, Fujitsu, Metastorm, TIBCO, ActiveVOS, Cordys, inubit, Sterling ommerce, SAP, Sun Microsystems, Vitria Technology, Microsoft, Adobe, Autonomy, EMC, Hyland Software, Open Text, Perceptive Software   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Report Date: June 2010  Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle Siebel and SAP still offer the most complete solutions, with better usability and improved total cost of ownership (TCO) to persuade customers to upgrade. Other vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, and salesforce.com are gaining ground with flexible, quick-to-implement solutions. The Leaders are challenged by a pack of Strong Performers. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for enterprise resource planning (ERP) customers. Chordiant Software, Pegasystems, and Sword Ciboodle offer business process management (BPM) strengths to orchestrate complex customerfacing processes. Maximizer Software, NetSuite, SageCRM, Sage SalesLogix, and SugarCRM offer sound solutions but are best suited for midsized organizations. FrontRange Solutions, a Contender vendor, offers a solution to meet basic needs.   Mentions: Chordiant, Microsoft, Oracle, Pegasystems, RightNow, salesforce, SAP, Sword Ciboodle, CDC, FrontRange, Maximizer, NetSuite, Sage, Sugar   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence   The Forrester Wave CRM Suites For Large Organizations, Q2 2010

Report Date: June 2010 Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader category, such as CDC Software, Microsoft, Oracle CRM On Demand, RightNow Technologies, salesforce.com, CRM functionality in SAP Business-All-in-One, and SugarCRM are gaining ground with flexible, quick-to-implement solutions, priced for the midmarket. The Leaders compete with a group of Strong Performers, including FrontRange Solutions, Maximizer Software, NetSuite, SageCRM, and Sage SalesLogix that offer sound solutions specifically tuned for the needs of midsized organizations. Other Strong Performers Oracle Siebel CRM and SAP CRM still offer the most complete solutions, albeit at higher price tags. Oracle E-Business Suite (EBS) CRM and Oracle PeopleSoft Enterprise CRM remain good options for ERP customers. Chordiant Software, Pegasystems, and Sword Ciboodle round out the Strong Performers group offering business process management (BPM) strengths to help orchestrate complex customer-facing processes, but they primarily target solving problems at large organizations. Mentions: Chordiant, Microsoft, Oracle, Pegasystems, RightNow, salesforce, SAP, Sword Ciboodle, CDC, FrontRange, Maximizer, NetSuite, Sage, Sugar  Free Download of Full Report  Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Business process analysis (BPA) tools are intended primarily for use by:· Business architects, who require robust solutions aligned with enterprise architecture· Business process (BP) architects, who redesign BPs at a conceptual level, regardless of whether there would be a business process management suite (BPMS) implementation· BP analysts, who redesign processes at a more detailed level, often using a BPMSBP analysts are also responsible for coordinating the implementation of the new processes as part of BPM projects, IT development projects and package purchase acquisitions. Although these roles are increasingly being performed by staff in end-user business units, many organizations still expect IT architects and analysts to perform these roles. As with the 2008 BPA tool Magic Quadrant, in 2009 we continued to focus on BP architects and analysts as the prototypical buyers of BPA tools.BPA tools also can be used by other roles in the organization (for example, lines-of-business owners, departmental heads and operations staff). This is part of the growing use of "BPA for the masses," embedding BPA into the everyday organization. We see this trend with increased use of automated and nonautomated "as-is" process discovery and cloud-based modeling to improve communication and collaboration. Technical, solution and information architects increasingly find value in BPA for modeling and simulating services and capabilities, increasingly seeking to better understand how BPs relate to and are designed and implemented in service-oriented architectures (SOAs).Organizations are also showing increased interest in having better integration across roles through the use of integrated or best-of-breed suites of tools that support modeling for BP, object-oriented and data/database analysis and design, as well as requirements management. For example, as a best practice, organizations are defining BPs, events and workflows in BPA tools, and are bringing this information into IT modeling tools and BPMSs, where more-detailed software and data service analyses, design and development occurs.   Mentions: Orbus Software, Ultimus, Fujitsu, BusinessGenetics, Casewise, iGrafx, IBM, IDS Scheer, Lombardi, Mega, Metastorm, Microsoft, Nimbus, QPR , Software, Salamander Technologies, Savvion, Sparx Systems, Tibco   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence

Case management is either well understood or totally baffling to people, depending on the person’s background. If you say “case management” to many business people, they incorrectly think about social workers’ case files or attorneys’ cases. If you say “case management” to someone who works in a government agency providing and processing information all day, he will most likely understand what you mean. And if you say “case management” to a business process professional who has done a lot of work with document management, document imaging, retention management, and other types of unstructured information, the person will nod in understanding and know exactly what you are talking about. Forrester defines case management as: A highly structured, but also collaborative, dynamic, and information-intensive process that is driven by outside events and requires incremental and progressive responses from the business domain handling the case. Examples of case folders include a patient record, a lawsuit, an insurance claim, or a contract, and the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case. The concept behind case management is far from new. Vendors like FileNet, Global 360, IBM, and Pegasystems have been providing case-based solutions for several years, using combinations of workflow, imaging, and document management. But this group and others are taking a new look at case management to reflect today’s business process challenges.   Mentions:  FileNet, Global 360, IBM, Pegasystems, Open Text, EMC, Oracle, HandySoft   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Planning, Market Intelligence

Report Date: Q4, 2009 In Forresters 70-criteria evaluation of eight enterprise content management (ECM) suite vendors, we found that IBM, Oracle, EMC, and Open Text lead due to breadth and depth of functionality and a continued focus on end-to-end ECM needs. Strong Performer Microsoft lacks depth in certain areas of ECM, with a focus on business content rather than transactional or persuasive, but its lighter footprint and collaboration functionality continue to give it market momentum. Other Strong Performers include Hyland Software - traditionally focused on imaging and archiving but expanding into records management and workflow - and HP, which has leveraged its 2008 TOWER Software acquisition and offers document management, imaging, and records. Finally, Contender Alfresco Software, with an open source offering, lacks overall ECM suite breadth, but its gained traction with enterprises looking for an ECM alternative with a lower-cost entry point.   Mentions: Alfresco Software, EMC, HP, Hyland Software, IBM, Microsoft, OpenText, Oracle   Free Download of Full Report   Topics: Market Research, Competitive Analysis, Strategy, Market Intelligence