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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76 results in Everything

  • Security & Risk
  • Tech Sector Economics
  • For Security & Risk Professionals

    Report:Twelve Recommendations For Your 2011 Security Strategy

    Governance, Maturity, And Analytics Are The Major Themes For 2011

    Every winter Forrester outlines 12 important recommendations for your security strategy for the coming year. We base these recommendations on hundreds of client inquiries, numerous consulting...

    • Downloads: 2095
  • For Security & Risk Professionals

    Tool:Cloud Services Are A Priority In Both North America And Europe

  • For Security & Risk Professionals

    Report:BC/DR Remain Priorities For 2012 But Take A Backseat To Cost-Saving And Efficiency Initiatives

    Despite Recent High Profile Disasters, Business Continuity And Disaster Recovery Budgets Stay At Six Percent Of IT Operating And Capital Budgets

    According to our Q2 2010 IT budget survey, 32% of enterprises had planned to increase spending on business continuity and disaster recovery (BC/DR) by at least 5% in 2011. The reality is that...

    • Downloads: 430
  • For Security & Risk Professionals

    Charts & Figures:Example Security Communications Plan

  • For Security & Risk Professionals

    Report:Message Archiving: Market Trends And Enterprise Expectations

    Q1 2011 Global Message Archiving Online Survey

    A combination of eDiscovery needs, IT objectives, and regulatory requirements continues to drive strong message archiving adoption. The mature message archiving market, however, is in a clear...

    • Downloads: 501
  • For Security & Risk Professionals

    Report:OpenID Connect Heralds The "Identity Singularity"

    Prepare For Cloud Security Improvements, Along With A Tincture Of Disruption

    Security professionals responsible for diverse types of access management across cloud services, devices, and populations have to pull off a neat trick: control access requests that routinely cross...

    • Downloads: 491
  • For Security & Risk Professionals

    Report:Records Management And Storage: Current Trends And Expected 2011 Growth

    An overview of current trends in records management and storage, with data from the Forrester Research And ARMA International Online Records Management Survey, Q3 2010.

    • Downloads: 21
  • For Security & Risk Professionals

    Report:The New Threat Landscape: Proceed With Caution

    Understand The New Threat Paradigm To Make Your Responses More Effective

    The information security threat landscape is changing rapidly, and many security organizations are struggling to keep up with the changing nature, complexity, and scale of attacks. Not only is it...

    • Downloads: 722
  • For Security & Risk Professionals

    Report:Identity And Access Management: 2012 Budget And Planning Guide

    A Review Of Budgets, Spending Intentions, Technology Adoption, And Key Trends

    To help Forrester clients with their identity and access management (IAM) strategy for 2011, Forrester predicted four significant trends. So how'd we do? We got two right and two half right. Heading...

    • Downloads: 1018
    • Comments: 5
    • Rating:
  • For Security & Risk Professionals

    Report:Network Access Control Predictions: 2011 And Beyond

    Standalone NAC Offerings Will Continue Their Slow Demise

    In 2010, Forrester saw modest growth in network access control (NAC) adoption. Nothing will change in 2011. While many security organizations report interest in NAC adoption, only 10% plan to...

    • Downloads: 501
  • For Security & Risk Professionals

    Report:State Of Federation, Q2 2010

    Software-As-A-Service Adoption Drives Federated Access; Provisioning Still Lags

    The wait is over. According to Forrester's recent security survey, adoption of identity federation jumped from less than 5% two years ago to more than 12% in 2009. Why? Because software-as-a-service...

    • Downloads: 661
  • For Security & Risk Professionals

    Report:Navigate The Future Of The Security Organization

    Future Look: The S&R Practice Playbook

    This report outlines the future look of Forrester's solution for security and risk (S&R) executives working on building a high-performance security program and organization. This report is designed...

    • Downloads: 937
  • For Security & Risk Professionals

    Report:Application Security: 2011 And Beyond

    Organizations Remain Tentative In Application Security Investment

    Application security is an essential tool for managing risks in today's increasingly dynamic and capable threat landscape. Yet the market for application security remains small, and organizations are...

    • Downloads: 805
  • For Security & Risk Professionals

    Report:Endpoint Security Adoption Trends, Q2 2011 To Q4 2012

    How Your Peers Are Spending For Endpoint Security Through 2012

    Effective protection of user endpoints remains a challenge for enterprises and small and medium-size businesses (SMBs) alike. Trends such as workforce mobility and bring-your-own-device (BYOD)...

    • Downloads: 784
  • For Security & Risk Professionals

    Report:Market Overview: Intrusion Prevention Systems, Q2 2011

    A Mature Space, IPS Is Still The Bulwark Of Network Security

    An intrusion prevention system (IPS) complements traditional firewalls by inspecting the entire network packet looking for malicious traffic that is often invisible to Layer 3 firewalls. While...

    • Downloads: 963
  • For Security & Risk Professionals

    Tool:Top Technology Priorities Over The Next 12 Months

  • For Security & Risk Professionals

    Tool:Complexity, Cost, And Synchronization Challenge Successful Records Management

  • For Security & Risk Professionals

    Report:Market Overview: Business Continuity Management Software, Q2 2011

    You Can No Longer Manage A Complex BCM Program With Simple Office Tools

    During 2010 and the early part of 2011, we witnessed a multitude of disruptive natural disasters and extreme weather events, including earthquakes, tsunamis, volcanoes, and blizzards. We also...

    • Downloads: 738
  • For Security & Risk Professionals

    Report:Q&A: Demystifying Cloud Security

    An Empowered Report: Getting Past Cloud Security Fear Mongering

    At Forrester's Security Forum 2010 in Boston, Eran Feigenbaum, director of security, Google Apps; and Archie Reed, chief technologist for cloud security at HP, joined me on stage for a keynote panel...

    • Downloads: 1118
  • For Security & Risk Professionals

    Report:Survey Employees To Target Mobility Improvements

    Benchmarks: The Mobile Security And Operations Playbook

    This report outlines the benchmarks of Forrester's solution for security and risk (S&R) executives working on mobile security and operations initiatives. This report provides a benchmark of budgets,...

    • Downloads: 520
    • Rating:
  • For Security & Risk Professionals

    Report:Japan Cloud Computing 2010: End User Adoption Trends

    This document provides an overview of cloud computing end user adoption trends in Japan for vendor strategists. The report is based on findings from a cloud computing survey targeting Japanese...

    • Downloads: 32
  • For Security & Risk Professionals

    Report:Building Secure iPhone And iPad Apps

    Best Practices You Must Enforce With App Developers

    As consumer devices such as iPhones and iPads proliferate in the enterprise and among consumers, the number of organizations interested in custom development of mobile applications is steadily on the...

    • Downloads: 1114
  • For Security & Risk Professionals

    Tool:Three Major Themes For 2011: Governance, Maturity, And Analytics

  • For Security & Risk Professionals

    Report:The 15 Most Important Questions To Ask Your Cloud Identity And Access Management Provider

    During the past three years, cloud-based identity and access management (IAM) solutions have become a viable and cost-effective alternative to on-premises, commercial off-the-shelf (COTS), or...

    • Downloads: 194
    • Comments: 3
    • Rating:
  • For Security & Risk Professionals

    Report:Content Security Predictions: 2011 And Beyond

    Grading Last Year's Predictions, Plus Three Trends For Next Year

    Forrester predicted four major content security trends entering 2009. So how'd we do? We got three right, one half-right, and none wrong. As predicted, the market saw a tremendous amount of...

    • Downloads: 840
  • For Security & Risk Professionals

    Tool:Upgrading BC/DR Is A Top IT Priority

 
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