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
  • Past 6 months

  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail: Five Trends To Watch In 2013

    European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

    Martin GillFebruary 25, 2013

    European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

    • Downloads: 344

  • For eBusiness & Channel Strategy Professionals

    Report:Developing An Agile Business

    Executive Overview: The Agile Commerce Playbook

    Martin GillMarch 21, 2013

    Consumer behavior is changing. Customers are becoming increasingly connected and adopting growing numbers of touchpoints as they discover, explore, buy, and engage with brands and products. And...

    • Downloads: 533

  • For eBusiness & Channel Strategy Professionals

    Report:The Luxury Retailer's Guide To Agile Commerce

    Martin GillFebruary 01, 2013

    A new breed of luxury goods online shopper has arrived that is young, tech-savvy, Internet-aware, mobile-enabled, and embracing tablets fast. This new breed of global consumer is keen to find fresh...

    • Downloads: 299

  • For eBusiness & Channel Strategy Professionals

    Charts & Figures:US Luxury Goods Online Shoppers Expect A Sophisticated Mobile Experience

    Martin Gill

  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Forecast, 2012 To 2017

    Economic Instability Across Europe Will Do Little To Slow Retail eCommerce Growth

    Martin Gill, Zia Daniell WigderMarch 13, 2013

    By 2017, Europeans will spend more than €191 billion online on retail products, and online retail growth will continue to outpace offline growth. As wallet share gradually shifts toward the...

    • Downloads: 384
 
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