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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  • Retail
  • Martin Gill
  • Interactive Marketing Strategy and Process

  • For eBusiness & Channel Strategy Professionals

    Report:European eBusiness Executives Take A Cautious Approach To Daily Deals

    Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging

    Martin GillJanuary 18, 2012

    Skepticism is the watchword across Europe as eBusiness executives consider engaging with daily deals sites such as Groupon and Living Social. Concerns about brand damage and sales cannibalization are...

    • Downloads: 154

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

    Martin GillSeptember 12, 2011

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

    • Downloads: 309

  • For eBusiness & Channel Strategy Professionals

    Charts & Figures:Groupon Attracts More Female Users In Most Countries

    Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging

    Martin GillJanuary 18, 2012
 
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