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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  • Information Management
  • Art Schoeller

  • For Application Development & Delivery Professionals

    Report:HEROes Are Using Skype — Embrace It

    How To Manage Public UC Based On Skype And Mitigate Risk

    Art SchoellerFebruary 07, 2012

    Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...

    • Downloads: 194

  • For CIO Professionals

    Report:Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Rob Koplowitz, John R. Rymer, Ted Schadler, Art Schoeller, Philipp Karcher, Frank E. Gillett, Christopher Voce, Leslie OwensJanuary 29, 2013

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

    • Downloads: 333
    • Rating:

  • For Application Development & Delivery Professionals

    Client Inquiry:Should We Eliminate Voicemail

    Art SchoellerJuly 22, 2011

    Are any other large companies considering making voicemail an opt-in feature for employees? Are we early adopters? Are large companies that use Microsoft BPOS online services for mail, chat, Live...

    • For Infrastructure & Operations Professionals

      Report:Use Context To Drive A Seamless UC&C Service Layer

      Vision: The Communications And Collaboration Infrastructure Playbook

      Onica King, Henry Dewing, Art SchoellerDecember 20, 2012

      Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

      • Downloads: 169
     
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