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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  • IT Infrastructure & Operations
  • Henry Dewing
  • Past 12 months

  • 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: 170

  • For Infrastructure & Operations Professionals

    Report:Unified Communications And Collaboration Is Poised For Growth As Demand Rises

    Market Landscape: The Communications And Collaboration Infrastructure Playbook

    Henry Dewing, TJ KeittNovember 06, 2012

    I&O professionals choosing unified communications and collaboration (UC&C) solutions today face a daunting array of solution types, capabilities, and business models. This report outlines a...

    • Downloads: 426
    • Rating:

  • For Infrastructure & Operations Professionals

    Report:Build A Better Business Case For UC

    Business Impact: The Communications And Collaboration Infrastructure Playbook

    Henry Dewing, Art SchoellerJuly 25, 2012

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

    • Downloads: 440
    • Rating:
 
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