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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1297 results in Everything

  • Sourcing & Vendor Management
  • For Sourcing & Vendor Management Professionals

    Report:SAP Services Market Overview

    Navigating A Crowded SAP Partner Landscape In The Digital Era

    Today's SAP solutions extend far beyond systems of record that manage financials and supply chain processes. Through mobility, analytics, cloud, social, and ecosystem solutions, the SAP platform has...

    • Downloads: 390
  • For Sourcing & Vendor Management Professionals

    Report:Offshore Vendor Snapshots

    Profiles Of iGate, MphasiS, Syntel, And Tech Mahindra

    Continuing Forrester's coverage of Indian outsourcers, this report puts the spotlight on the bottom half of the top 10 Indian outsourcers. These vendors are able to offer best-of-breed services in...

    • Downloads: 213
  • For Sourcing & Vendor Management Professionals

    Blog:Telstra's Creative Use Of Bandwidth Raises Its Customer Experience Game

    Have you ever wondered if your home broadband is being effectively utilized? What if you could squeeze more out of your data allowance when outside your home? Telstra may have cracked this problem in...

    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Tech Services In Indonesia, 2014

      The Market Is Booming But Lacks Scale And Maturity

      Many multinational corporations (MNCs) see Indonesia as the next frontier for growth in Asia Pacific (AP). Most large MNCs have developed a presence in China; many have also done so in India —...

      • Downloads: 121
    • For Sourcing & Vendor Management Professionals

      Blog:Software Audits: A Story Of Home Truths, Horror Stories, And Money

      Software audits are a bit like public transport; you can wait for ages for a bus and nothing turns up and then all of a sudden five come along at the same time. It shouldn’t surprise anyone...

      • For Sourcing & Vendor Management Professionals

        Report:Cutting SVM's Gordian Knot Of Process Responsibilities

        Processes: The SVM Practice Playbook

        Many sourcing and vendor management (SVM) clients struggle to define the core process responsibilities of their job — and that's no surprise given the number of activities that SVM is...

        • Downloads: 209
      • For Sourcing & Vendor Management Professionals

        Report:Rolling Out The Mobile Workplace In Europe: The Recipe For A Strategic Approach

        European IT Departments Are Serious About The "Second Wave" Of Mobile Enterprise Deployment

        Mobile enterprise deployments are gathering speed in Europe, according to Forrester's Forrsights Mobility Survey, Q2 2013. The survey shows that Europe is strongly positioned in comparison to North...

        • Downloads: 210
      • For Sourcing & Vendor Management Professionals

        Report:RFP Template For PC Refresh

        Over the past few years, SVM professionals have lived through an era of commoditization for PCs, facilitated by sourcing processes such as RFxes and online reverse auctions. In reviewing our clients'...

        • Downloads: 55
      • For Sourcing & Vendor Management Professionals

        Report:Prepare Your Vendor Selection For The Future Of Services Sourcing

        Vendor Selection: The Services Sourcing Playbook

        Selecting the right vendor for your IT services needs is becoming increasingly important as the solutions in the IT services marketplace evolve and change and the importance of strong business...

        • Downloads: 287
      • For Sourcing & Vendor Management Professionals

        Charts & Figures:Distributed User Companies Are Stepping Up Their BYOD Efforts

        Analysis Of 13 Top Integrators And Specialists Representing The Emerging BYOD Ecosystem And How They Stack Up

      • For Sourcing & Vendor Management Professionals

        Charts & Figures:Business Leaders Want Productivity And Closer Customer Engagement

        Sourcing Managers Need To Moderate A Dialogue About Network And Communication Technologies

      • For Sourcing & Vendor Management Professionals

        Report:Demystifying BYOD In Europe

        BYOD Creates Challenges — But There Are Paths To Compliant Productivity

        Much has been written and debated about the rising popularity of bring-your-own-device (BYOD) throughout the world. Whereas BYOD policies in North America have become more mature, the subject of BYOD...

        • Downloads: 249
      • For Sourcing & Vendor Management Professionals

        Blog:Buyers Scrutinize SaaS Contracts More in H1 2011, As Deal Sizes Grow

        The growing realization for SaaS buyers is that if they overlook the details of their SaaS contracts, chances are they’ll pay for it later. Forrester analyzed the...

        • For Sourcing & Vendor Management Professionals

          Charts & Figures:Widely Available Commercial Global BYOD Management Services Capabilities

        • For Sourcing & Vendor Management Professionals

          Charts & Figures:Business Leaders Are Often Unaware Of Actual Or Planned UC Implementations

          Sourcing Managers Need To Moderate A Dialogue About Network And Communication Technologies

        • For Sourcing & Vendor Management Professionals

          Blog:Tier II and Alternate Locations Present Fresh Outsourcing Avenues

          One of the major concerns of the sourcing community is that suppliers are unable to deliver the cost and service benefits that had been agreed upon at the start of the contract. As outsourcing...

          • For Sourcing & Vendor Management Professionals

            Report:Navigating The Dizzying World Of SVMO Software Tools

            Tools And Technology: The SVM Practice Playbook

            Sourcing and vendor management (SVM) organizations are constantly called upon to increase the value they provide to businesses. To do this effectively, while focusing attention on the digital...

            • Downloads: 203
          • For Sourcing & Vendor Management Professionals

            Report:Assessing Your Company's Application Outsourcing Maturity

            Assessment Framework: The Services Sourcing Playbook

            As more companies look to external IT services providers to help them both innovate and optimize, they must assess how mature their outsourcing capability is to utilize the right engagement models...

            • Downloads: 576
          • For Sourcing & Vendor Management Professionals

            Report:SVM's 2012 Priorities: Integrating Traditional Sourcing Practices With New Business Needs

            Despite Some Operational Barriers, SVM Is Moving Ahead

            Forrester fielded its second annual Global Sourcing and Vendor Management Priorities Online Survey in Q3 2011 to 156 sourcing and vendor management (SVM) professionals. The survey highlighted some...

            • Downloads: 247
          • For Sourcing & Vendor Management Professionals

            Report:Managed Mobile Workplace Services In Europe

            IT And Network Players Go Head To Head

            Mobile workplace services will be a cornerstone for mobile productivity and employee satisfaction for years to come. European CIO organizations are aware of the need for a strategic approach to this...

            • Downloads: 192
          • For Sourcing & Vendor Management Professionals

            Blog:Luxoft’s Strong Start As A Public Company Reflects Growing Interest In Tech Services In Eastern Europe

            Central and Eastern Europe (CEE) continues to garner interest from services buyers. Earlier this year, I wrote a report called “A New Dawn For Tech Services In Central And Eastern Europe”...

            • For Sourcing & Vendor Management Professionals

              Charts & Figures:Four Sample Sourcing Delivery Models For Agile Projects

            • For Sourcing & Vendor Management Professionals

              Report:How To Reduce IBM System z Mainframe Software Costs

              Two Strategies And Six Tips To Save Money In 2012

              If your organization is running an IBM System z mainframe, there are several ways you may be able to do more with less. As a sophisticated sourcing and vendor management (SVM) professional, you've...

              • Downloads: 289
            • For Sourcing & Vendor Management Professionals

              Charts & Figures:Overview Of Offerings For The 14 Major Value-Added Resellers

            • For Sourcing & Vendor Management Professionals

              Report:Avoiding The Compliance Challenges Of Software Virtualization

              Avoid Licensing Issues By Understanding The Rules And Employing Software Optimizing Technology

              There are many benefits associated with software virtualization, and the majority of Forrester clients have already started their virtualization journey. However, like any licensing metric, the devil...

              • Downloads: 178