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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76 results in Everything

  • Alex Cullen
  • For Enterprise Architecture Professionals

    Report:Build A Business Architecture Program Road Map

    Road Map: The Business Architecture Playbook

    Too often, business architecture (BA) programs struggle to create a clear identity for the value they can deliver and get pulled in multiple directions. Successful BA programs — th ose with...

    • Downloads: 687
    • Rating:
  • For CIO Professionals

    Report:BT 2020: IT's Future In The Empowered Era

    An Empowered Report: Sweeping Changes In The Business Landscape Will Topple The IT Status Quo

    Over the next 10 years, three sets of forces will change the relationship of business, technology, and the IT organization. Technologies that are increasingly easy to acquire and use will empower...

    • Downloads: 2518
    • Rating:
  • For Enterprise Architecture Professionals

    Blog:Business Architecture Is The Foundation For EA – Join Our BA Research Team

    Awkward title, I know. But this blog is about two related points.  Forrester has long believed that business and technology have become inseparable. The Business Technology...

    • For Enterprise Architecture Professionals

      Charts & Figures:The Business Process Management Playbook

    • For Enterprise Architecture Professionals

      Blog:Are You An Enterprise Architecture Success Story?

      Some enterprise architecture programs become a key capability for the success of their business: ensuring aligned plans, shaping business transformations, or boosting the business value of IT. But...

      • For Enterprise Architecture Professionals

        Report:Use Forrester's Architecture Review Tool Kit To Advance Your EA Program

        Materials To Implement A Scalable Project Architecture Review Process

        Project architecture review is an essential practice EA teams should use to advance enterprise architecture strategies. A well-designed and transparent review process provides a counterbalance to...

        • Downloads: 966
      • For Enterprise Architecture Professionals

        Report:Measure EA's Business Goals, Engagement, And Influence

        Metrics: The EA Practice Playbook

        This report outlines the metrics for enterprise architecture (EA) impact of Forrester's solution for EA executives building a high-performance EA program. Developing and executing a metrics and...

        • Downloads: 583
        • Rating:
      • For Enterprise Architecture Professionals

        Blog:Peter Hinssen, The New Normal, And Enterprise Architecture

        You already know it. Technology is completely pervasive in our lives, and in how businesses operate. It’s pervasive in how business execs think — they know that every change they make has...

        • For Enterprise Architecture Professionals

          Blog:2012 EA Award Winners: Business-Focused, Strategic And Pragmatic

          In Forrester’s EA Practice Playbook, we describe high-performance enterprise architecture programs as “business-focused, strategic, and pragmatic.” They are business-focused so that...

          • For Enterprise Architecture Professionals

            Report:EA Skills Development Tool Kit

            A Catalogue Of Skills Development Plans And Techniques Based On Insights From EA Managers

            This tool kit will help address how to develop the skills needed to prime the EA team for success. We provide a variety of proven and tested architecture skills development techniques suggested by...

            • Downloads: 85
            • Comments: 2
            • Rating:
          • For Enterprise Architecture Professionals

            Blog:Is Your EA Program Making A Difference?

            Several recent reports on Forrester.com start with the sentence: "EA organizations often toil out of the limelight . . . " There are fewer and fewer reasons why this should be the case.  We...

            • For Enterprise Architecture Professionals

              Report:Create A Business Architecture Program That Helps Your Business Manage Change

              Executive Overview: The Business Architecture Playbook

              Strategic change initiatives are proliferating in organizations. There may be multiple programs to improve customer experience, co-existing alongside projects to reduce costs, streamline internal...

              • Downloads: 614
              • Rating:
            • For Enterprise Architecture Professionals

              Report:Forrester's Architecture Review Tool Kit: Project Review Questionnaire — Sample Forms

              This workbook contains several sample forms for capturing information about projects as part of an overall architecture review process. They represent several variations and styles and are based on a...

              • Downloads: 22
            • For Enterprise Architecture Professionals

              Client Inquiry:Capability Maps

              I read Forrester's July 20, 2011, "Eight Ways CIOs Use Capability Maps To Embed Business In The Management Of IT" report. I am interested in leveraging the concepts and techniques. Do you have sample...

              • For Enterprise Architecture Professionals

                Blog:The State Of Enterprise Architecture In 2011

                To paraphrase a now-marginalized US political figure: “How you’all doing?” Every year, Forrester’s Enterprise Architecture team looks at how enterprise architecture, as a...

                • For Enterprise Architecture Professionals

                  Blog:How To Keep Up With Reality In IT Planning

                  Uli Kalex from Alfabet, whom many of you know, has provided us with a guest post addressing one key fallacy which underlies much of IT’s work with their business. I hope you enjoy it and feel...

                  • For Enterprise Architecture Professionals

                    Blog:Follow The Conversation From Forrester's IT Forum 2011

                    Today we’re kicking off Forrester's IT Forum 2011 at The Palazzo in Las Vegas. Prepare for three exciting days of keynote presentations and track sessions focused on business and technology...

                    • For Enterprise Architecture Professionals

                      Blog:The Outcome Focus Of World Class EA Programs

                      I recently had a conversation with a new EA practice leaders in the investment management business unit of a large multi-line insurance company.  They wanted to hear my perspectives on what a...

                      • For Application Development & Delivery Professionals

                        Report:Conceptual Architecture Tool Kit

                        A conceptual architecture is a tool that enterprise architects can use to enhance communication, provide context, and aid direction setting. Though there are many situations in which an architect...

                        • Downloads: 91
                      • For Enterprise Architecture Professionals

                        Report:Execute On Your EA Practice Strategy

                        Road Map: The EA Practice Playbook

                        This report describes how to turn a strategy into a road map for execution and how to overcome common impediments to high-performance enterprise architecture (EA). EA programs too often get pulled in...

                        • Downloads: 515
                      • For Enterprise Architecture Professionals

                        Report:EA-PMO Partnership Cultivates Innovation Opportunities

                        The next-generation project management office (PMO) adds to the traditional PMO skill set of managing demand, providing oversight, and ensuring compliance by innovating through new practices and...

                        • Downloads: 449
                      • For Enterprise Architecture Professionals

                        Client Inquiry:Can You Please Provide Feedback On Potential Vision Statements For A BA Organization?

                        I am trying to develop a solid vision statement for our business architecture (BA) organization that is supported by our mission. The vision statement represents the future, is result-oriented, and...

                        • For Enterprise Architecture Professionals

                          Report:Solution Architecture Tool Kit: Samples And Templates

                          This workbook is part of the "Solution Architecture Tool Kit" collection, a companion to the "Solution Architecture Tool Kit: Overview" PowerPoint deck. It includes samples and templates for...

                          • Downloads: 147
                          • Rating:
                        • For Enterprise Architecture Professionals

                          Client Inquiry:How Should We Deal With Senior Executives Who Will Not Follow Processes?

                          I would like some ideas on how to deal with senior executives not following processes that have been laid out and documented; they sign off on processes but then do not follow them themselves.

                          • For Application Development & Delivery Professionals

                            Report:Forrester's Enterprise Reference Architecture Tool Kit: Examples And Process Guides

                            Design patterns, proven technology stacks, and well-documented application infrastructure are fundamental tools for promoting common practices in the design of business solutions. Enterprises create...

                            • Downloads: 152
                          • For Enterprise Architecture Professionals

                            Client Inquiry:Assurance-Based Architectural Activity

                            Can you outsource all of architecture? Where do you draw the boundaries between the accountability of the internal architecture team and the architectural responsibilities of the supplier?

                             
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