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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  • Media & Entertainment
  • Customer Experience Management
  • Julie A. Ask

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Is Not Just Another Channel

    How eBusiness Executives Can Create Unique Offerings For Portable Devices

    Julie A. AskFebruary 25, 2011

    eBusiness professionals often start mobile initiatives by thinking, "How do I scale down my PC-based web experience and leverage my existing infrastructure?" This approach is pragmatic in that it is...

    • Downloads: 1832

  • For eBusiness & Channel Strategy Professionals

    Report:A Systematic Approach To Mobile Strategy

    Strategic Plan: The Mobile eBusiness Playbook

    Julie A. Ask, Charles S. GolvinMay 10, 2012

    Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...

    • Downloads: 4173

  • For Marketing Leadership Professionals

    Report:2011 Mobile Trends

    Thomas Husson, Julie A. AskJanuary 24, 2011

    For consumer product strategy professionals who want to engage with their customers in the mobile environment, navigating the complex mobile ecosystem with its many different devices, platforms, and...

    • Downloads: 5980
    • Comments: 2
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Charts & Figures:Mobile Reaches Consumers In Unique Ways

    Julie A. AskFebruary 25, 2011
 
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