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.

Refine your results

Date Range

Role

Methodology

Analyst

Topics

Region

Vendor

42 results in Everything

  • Retail
  • IT Services
  • For CIO Professionals

    Report:Cloud Computing In Australia And New Zealand 2010: End User Adoption Trends

    This document provides an overview of cloud computing in Australia and New Zealand for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and challenges,...

    • Downloads: 26
  • For Sourcing & Vendor Management Professionals

    Report:India Data Center Study: End User Result Analysis

    This report provides a comprehensive background of India's data center market dynamics from the end user perspective so vendor strategists can address market opportunities more successfully and...

    • Downloads: 44
  • For CIO Professionals

    Report:The Canadian Tech Market 2011 To 2012

    Canada Is Like The US In Growth, But Different In Mix Of Purchases

    Canada is like the US, only different. This bit of doggerel applies as much to the Canadian information and communications technology (ICT) market as it does to Canada's economy or culture. Because...

    • Downloads: 428
  • For CIO Professionals

    Charts & Figures:Global Software Market By Geography

  • For CIO Professionals

    Report:European IT Outsourcing — A Review Of A Market In Transition

    The European outsourcing market has continued to see a high level of activity over the past 24 months, with Forrester tracking 340 deals in 2010 and 220 deals in the first half of 2011. However, as...

    • Downloads: 87
  • For CIO Professionals

    Report:India Datacenter Study: Virtualization, Consolidation, And Data De-Duplication

    This document provides vendor strategists with an overview of the results from the survey on the India Datacenter market dynamics based on 102 interviews with Indian CIOs and top IT executives of...

    • Downloads: 21
  • For Sourcing & Vendor Management Professionals

    Report:SAP In The Cloud: Market Update And Lessons Learned From Early Adopters

    The cloud continues to get a lot of attention — and scrutiny — from IT buyers. Most IT buyers have accepted the value of the cloud for process areas such as human capital management and...

    • Downloads: 755
    • 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 CIO Professionals

    Report:Indian Datacenter Study: End User Result Analysis

    This document provides vendor strategists with an overview of the results from the survey on the India Datacenter market dynamics based on 102 interviews with Indian CIOs and top IT executives of...

    • Downloads: 11
  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 495
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Virtualization In Asia Pacific 2010-2011: End User Adoption Trends

    This report provides an overview of the virtualization adoption trends in Asia Pacific, excluding Japan (APEJ) for vendor strategists. Survey data reflects over 450 interviews with CIOs, IT managers,...

    • Downloads: 28
  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

    • Downloads: 276
  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 560
  • For Sourcing & Vendor Management Professionals

    Report:ASEAN Datacenter Study: Virtualization, Consolidation, And Data De-Duplication

    This document provides vendor strategists with an overview of the results from the survey on the ASEAN Datacenter market dynamics based on 112 interviews with ASEAN CXOs and top IT executives of...

    • Downloads: 20
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012 To 2013

    Improving Economic Prospects Create Upside Potential

    CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

    • Downloads: 1202
    • Rating:
  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 415
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012

    Slower Than Expected 2011 Spending Portends 6.6% Growth In 2012

    The US tech market posted weaker growth in 2011 than we expected; the outlook for 2012 is for more of the same, with business and government purchases of IT goods and services growing by 6.8% to 6.6%...

    • Downloads: 1150
  • For CIO Professionals

    Report:Australia, China, And India Set The Pace In Asian IT Services

    Individual Country Dynamics Drive Growth And Industry Maturity

    Different factors will drive the growth of the IT services and outsourcing industries in Australia, China, and India. In Australia, as-a-service offerings, mobile application development, and mobile...

    • Downloads: 862
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:ASEAN Datacenter Study: Data Center Outsourcing

    This document provides vendor strategists with an overview of the results from the survey on the ASEAN Datacenter market dynamics based on 112 interviews with ASEAN CXOs and top IT executives of...

    • Downloads: 25
  • For CIO Professionals

    Report:India Datacenter Study: Cloud Computing

    This document provides vendor strategists with an overview of the results from the survey on the India Datacenter market dynamics based on 102 interviews with Indian CIOs and top IT executives of...

    • Downloads: 28
  • For CIO Professionals

    Report:Cloud Computing In Asia Pacific 2010: End User Adoption Trends

    This document provides an overview of cloud computing in Asia Pacific excluding Japan (APEJ) for vendor strategists. Survey data was gathered from over 470 interviews with CIOs, IT managers, and top...

    • Downloads: 30
  • For Sourcing & Vendor Management Professionals

    Report:ASEAN Data Center Study: End User Result Analysis

    This document provides a comprehensive background of ASEAN countries' (Indonesia, Malaysia, Philippines, Singapore, Thailand, Brunei, Cambodia, Laos, Vietnam) data center market dynamics from the end...

    • Downloads: 48
  • For Sourcing & Vendor Management Professionals

    Report:ANZ Data Center Study: End User Result Analysis

    The primary objective of this document is to provide a comprehensive background of Australia and New Zealand data center market dynamics. It provides an end user perspective to enable vendor...

    • Downloads: 41
  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 231
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 443
    • Rating:
  • For CIO Professionals

    Report:Master 10 Trends For Your Cloud Journey

    Road Map: The Cloud Computing Playbook

    Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

    • Downloads: 2276
    • Rating:
 
Loading...

Browse

About Forrester

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart