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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122 results in Everything

  • Thomas Grant
  • For Application Development & Delivery Professionals

    Blog:Dev Teams Juggle Compliance, Agility Without Major Injuries

    Now that Agile has moved into the mainstream, it is encountering a whole new raft of challenges, including compliance. The word on the street for at least the past couple of years is that trying to...

    • For Application Development & Delivery Professionals

      Blog:Agile And Compliance? Now That's A Product!

      In my previous post about Agile practices and compliance requirements, I described the first of two big surprises encountered while doing the research. Compliance, as it turns out, is not quite as...

      • For Technology Marketing Professionals

        Blog:Thought Leadership: Outline Ready For Comments

        For those of you who have been following our thought leadership research project, we're now in the final stages of this project. I've posted the proposed outline here for your comments. If...

        • For Application Development & Delivery Professionals

          Charts & Figures:Efficiency Is Only One Of Many Business Goals

          Making A Compelling Argument For ALM Investment

        • For Application Development & Delivery Professionals

          Tool:Requirements Maturity Is The Best Measure Of Success

        • For Application Development & Delivery Professionals

          Blog:Product Management: You Get What You Pay For

          Another excellent post from Scott Sehlhorst, this time pointing out that, even without product managers, product management still happens. Scott’s post is a response to Jason Calcanis, the...

          • For Technology Marketing Professionals

            Blog:SaaS Removes Excuses For Flying Blind

            A recent conversation with executives from Clarizen, a software company in the work/project/task management realm, shows how profoundly SaaS can change the innovation process in technology companies....

            • For Application Development & Delivery Professionals

              Report:Reduce Agile Uncertainty Over Time

              Road Map: The Agile And Lean Playbook

              This report outlines Forrester's recommended road map for application development and delivery (AD&D) professionals working on Agile and Lean. This report is designed to help you during the planning...

              • Downloads: 539
              • Rating:
            • For Technology Marketing Professionals

              Blog:Product Marketing: From Explanation To Innovation

              Congratulations, product marketers: You've been a critical part of the innovation process. Sorry to break it to you, product marketers: On average, technology vendors stink at the phase of...

              • For Application Development & Delivery Professionals

                Report:App Dev Teams: Consider Playing Around With Serious Games

                War Games Help Top Leaders Build Better Strategies

                An increasing number of application development teams are using serious games to make better decisions about their work. Where other new techniques, such as Agile, have helped teams work better,...

                • Downloads: 166
              • For Application Development & Delivery Professionals

                Tool:For ERPs, Web Sites Provide The Opportunity For Communicating Thought Leadership

              • For Application Development & Delivery Professionals

                Blog:Without Vision, You Can't Deliver Value

                  Recently, the city of San Jose used a serious game, Buy A Feature, to address some tough budgetary challenges. Since serious games have relevance across a wide range of contexts,...

                • For Technology Marketing Professionals

                  Blog:Thought Leadership: Measuring Our Success

                  Now that we've posted the outline for our study of thought leadership in the technology industry, it's a good time to take stock of our success so far. It's important to start the...

                  • For Technology Marketing Professionals

                    Blog:Shoveling Ideas Into The Requirements Engine

                    [Another interesting finding about the requirements tool market, from research by Yours Truly and Mary Gerush. For other observations about this very interesting market, click here and here.]  ...

                    • For Application Development & Delivery Professionals

                      Blog:Adaptability May Turn Out To Be Agile's Most Important Virtue

                      Every year, people talk about the future of IT, which is shorthand for, "Some big changes may be in the works." In the last year, we've had to revise that sentence to read, "Some big changes are...

                      • For Technology Marketing Professionals

                        Blog:Thought Leadership Requires Going Beyond The Innovators

                        Every office has a gadget fetishist. These people can be indicators of technologies that might be interesting, but they're not 100% reliable. It's in the nature of experimentation to make...

                        • For Technology Marketing Professionals

                          Blog:In The Tech Industry, Complex Is A Polite Word For Fat

                          Ever since I got an iPad, I've been eager for the update to the upgrade to the iOS4 operating system that premiered on the iPhone months ago. The ease of use of the iPad erodes, grain by grain,...

                          • For Application Development & Delivery Professionals

                            Blog:Software Requirements Are Where We Define Value

                            Revolutions take two forms. The most familiar kind is the noisy, conspicuous, disjunctive event that marks a clean break from the past. Yesterday, George III was our monarch. Today, he's not. The...

                            • For Application Development & Delivery Professionals

                              Report:Elevate The ALM Discussion To The Business Plane

                              Making A Compelling Argument For ALM Investment

                              Implementing a more effective application life-cycle management (ALM) strategy will depend on making a compelling business case for investing in changes. Buying new ALM tools, hiring new staff, and...

                              • Downloads: 144
                            • For Technology Marketing Professionals

                              Blog:Thought Leaders Are Good Story-Tellers

                              Since there's no systematized, look-it-up-in-your-economics-textbook definition of thought leadership, people generally lapse into metaphor when they try to describe the concept. The language...

                              • For Application Development & Delivery Professionals

                                Report:For Developers, Dog Food And Champagne Can't Be The Only Items On The Menu

                                Internal Pilots Are Vital, But They Have Their Limitations

                                Internal pilots are a necessary part of nearly every development effort. Therefore, "eating your own dog food" and "drinking your own champagne" are phrases familiar to even software development...

                                • Downloads: 159
                              • For Technology Marketing Professionals

                                Blog:Thought Leadership Project: Moving Briskly

                                Since earlier this week, when we launched our research project on thought leadership in the technology industry, we've already received some very valuable feedback in the Forrester community,...

                                • For Application Development & Delivery Professionals

                                  Tool:Web Sites Matter For PLM Vendors, Too

                                • For Application Development & Delivery Professionals

                                  Report:Productization Satisfies Tech Producers And Consumers

                                  App Dev Teams Productize Their Work To Drive Greater Value

                                  Productization is a difficult discipline, but application development and delivery teams across a wide range of scenarios see it as an imperative. In some cases, productization helps teams that are...

                                  • Downloads: 143
                                • For Application Development & Delivery Professionals

                                  Blog:Would You Know A Product If You Saw One?

                                  Over the weekend, I attended the Silicon Valley Product Camp, one of the yearly un-conferences for product managers in the US, Canada, and beyond. During one of my sessions, a look into the role of...

                                  • For Technology Marketing Professionals

                                    Blog:Why Do We Consider Only One Option When Building Technology?

                                    Outside the technology industry, engineers sometimes build multiple prototypes before selecting one particular design. Rather than finding the defects of one proposed design, discarding it, and...

                                     
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