Customer Relationship Management (CRM)

CRM systems leverage technology to organize and synchronize marketing, sales, customer service, and technical support processes, helping organizations reduce costs and improve efficiency. Forrester provides advice on how to plan, justify, evaluate, implement, and improve areas like sales force automation and sales effectiveness, customer service and support, customer self-service and assisted service, and multichannel management. Research coverage includes CRM architecture, strategy, deployment, and services.


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  • For CIOs

    Report: Top Technologies For Your BT Agenda

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Business execs know this, but they don't think that t...

    • Downloads: 103
  • For Application Development & Delivery Professionals

    Report: The Modern CRM

    The business benefit of customer relationship management (CRM) solutions, firmly centered around improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed....

    • Downloads: 137
  • For Application Development & Delivery Professionals

    Report: Benchmark Your Consumer Centricity In Retail And CPG

    Retail and consumer packaged goods (CPG) AD&D professionals have to help their stakeholders to drive actionable insight from a wide range of solutions and external agency services, such as those...

    • Downloads: 40
  • For Application Development & Delivery Professionals

    Report: A Radical Rethink Of Data Architecture For Customer Engagement

    A prerequisite to winning in the age of the customer is a deep and almost uncanny knowledge of customers and prospects. "Customer data" used to mean the data in customer relationship management ...

    • Downloads: 168
  • For Infrastructure & Operations Professionals

    Report: Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you do...

    • Downloads: 40
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