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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107 results in Everything

  • Analyst Relations
  • Discussion:Sales Win/Loss Analysis & AR

    Is there a formalized win/loss analysis at your company? I know many AR professionals would love to be included, to document and benchmark where in the sales process AR efforts manifest - to 'test...

    • Discussion:Best Practices For Major Analyst Evaluations, Part 3: Interactions With Authors

      Good advice that applies to analyst strategies beyond major evaluations.

      • Discussion:Regarding The Project Identification For The Future

        I want to analyst some new technology without this no one can live and it will be the proper solution also like we were living without the mobile phone but now it becomes the Compolsary same way 5...

        • For Analyst Relations Professionals

          Charts & Figures:Age Affects Selection Of Information Sources

        • For Analyst Relations Professionals

          Report:Assess The Core Of Your Industry Analyst Relations Program

          Assessment: The Industry Analyst Relations Playbook

          Analyst relations (AR) managers get very little time to assess their AR programs because they're so busy executing on the next apparent priority. To help, Forrester has distilled AR best practices...

          • Downloads: 993
        • Discussion:Do you have any insights into working with the sales force to make the integration with AR happen?

          I was wondering do you have any examples/processes to ensure that AR and the sales force are integrated in an organisation?

          • For Analyst Relations Professionals

            Report:Best Practices For Major Analyst Evaluations, Part 1: Preparing To Participate

            Branded vendor comparisons from well-known research firms hold a very special place in analyst relations (AR) programs. Excluded vendors want to be included in them, and those already there jockey...

            • Downloads: 397
          • Discussion:What do you think of Constellation?

            We got a preso yesternite by Ray Wang and Co at the IIAR London Forum: http://analystrelations.org/2012/03/15/more-stars-move-into-the-constellation/Seems like they're about to pull something...

            • Discussion:What is "AR maturity" anyway?

              Some time ago, I posted a question about analyst relations maturity - more specifically, what criteria would need to be considered in any maturity model created for self-assessment or...

              • For Analyst Relations Professionals

                Report:Case Study: Sapient Drives Sales Through Analyst Relations

                Sapient's industry analyst relations (AR) team is producing direct sales benefits by generating leads from analysts and their publications and by getting involved in sales cycles in person,...

                • Downloads: 376
              • Discussion:Pricing increases?

                Are you getting hit with pricing increases for 2011? My Forrester rep has warned me to expect 5% and my Gartner rep has signaled 4%. I haven't contacted IDC yet, but will soon. Are you expecting 2011...

                • Discussion:Forrester's Footprint in Asia Pac - and You!

                  Exciting news! Springboard Research is now a part of Forrester. While technically serving the Vendor Strategy role, this is also great news for Analyst Relations! We know that extending our footprint...

                  • For Analyst Relations Professionals

                    Report:Industry Analyst Relations And Influence

                    Influence: The Industry Analyst Relations Playbook

                    Most valuable AR programs rely, sometimes exclusively, on analysts enhancing the commercial fortunes of the vendors by influencing marketplace players like buyers, partners, journalists, and...

                    • Downloads: 105
                    • Rating:
                  • For Analyst Relations Professionals

                    Report:Case Study: BMC Software Implements Precision AR

                    As a surgeon's scalpel is to a hacksaw, so BMC Software's precision AR strategy is to the more generic AR approaches of other firms. Clear, focused goals ensure that the AR team wastes no time on...

                    • Downloads: 252
                  • Discussion:Leveraging analysts in social media and customer interaction in general to end user stimulate demand

                    Do you have any insights into leveraging analysts in social media and their customer interaction to stimulate end user demand?

                    • Discussion:Gartner buys IDEAS, how does that compare to Springboard?

                      Blogged about how Gartner followed Forrester's lead with their latest acquisition:http://analystrelations.org/2012/04/20/gartner-gets-the-ideas-from-forrester/Someone I don't know made a comment...

                      • Discussion:Stats referring to the adoption of mobile by trade or professional association

                        Could anyone point me in the right direction to acquire such data?  Thanks

                        • Discussion:Gartner's Elite program at Symposium - worth doing?

                          Hi All,I know this isn't a 'big picture' type question (and it's about Big G), but I wanted to get the community's view on a program that runs as part of the Symposium that I am not familiar with -...

                          • Discussion:How to best balance tactical versus strategic needs?

                            Seems that many of us are often faced with a common challenge... how to balance the tactical (business unit) needs versus strategic (corporate) needs of analyst relations.  I know that I am often...

                            • Discussion:Speaker Training for Analysts and Media

                              Can anyone recommend a firm for speaker training for analyst briefings and media interviews? I’m looking for someone that has expertise in improving communication skills for those speaking to...

                              • Discussion:Video wall screen resolution

                                Hi All,I am new to Forrester....I am in the process of setting up a video wall for my Operations centre. As part of this I have received responses from various manufacturers. The problem is most of...

                                • For Analyst Relations Professionals

                                  Report:How To Make Briefing Content Stick

                                  Introducing The Ebbinghaus Briefing Model

                                  Vendors need analysts to remember key facts about their companies, products, services, customer value, and more, but the format of today's briefings and the contexts in which they take place cast...

                                  • Downloads: 494
                                • For Analyst Relations Professionals

                                  Report:Case Study: Tuning In To Neustar's Briefing Performance Program

                                  The Role Of Active Hosts In Briefing Success

                                  Neustar has dramatically increased the level of analyst acceptances of briefing requests, the coverage it gains from those briefings, and the willingness of analysts to offer help in the form of...

                                  • Downloads: 153
                                • Discussion:Exciting times in the AR world

                                  An exciting couple weeks in the world of analyst relations.  There has been another flurry of AR job postings with seven new jobs on our board in November alone.  And a new firm was born taking with...

                                  • Discussion:What's the best AR result you know?

                                    If we really wanted to blow the socks off folk outside AR who don't fully understand what it can achieve, it would be great to recount AR's greatest achievements. So what was your finest AR hour? Or...

                                    • For Analyst Relations Professionals

                                      Report:Best Practices For Major Analyst Evaluations, Part 2: Getting Started

                                      Branded vendor comparisons from well-known research firms hold a very special place in analyst relations (AR) programs. Excluded vendors want to be included in them, and those already there jockey...

                                      • Downloads: 315
                                     
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