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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  • Christian Kane
  • For Infrastructure & Operations Professionals

    Blog:RIM Puts Mobile Device Management Vendors On Notice

    Supporting non-BlackBerry mobile devices is a priority for every company I speak with these days. Regardless of industry and size, firms are bringing in mobile device management (MDM) solutions...

    • For Infrastructure & Operations Professionals

      Report:The Mobile Operating System Wars Escalate

      An Empowered Report: IT Should Focus Attention On BlackBerry, iOS, And Android

      The smartphone landscape has evolved dramatically over the past 12 months. BlackBerry's relentless assault, the iPhone's maturation of management features, and Android's device and carrier...

      • Downloads: 1034
    • For Infrastructure & Operations Professionals

      Blog:Mobile Enablement Means Access

      Music is a very important part of my life. At home I've always got something playing on the sound system, I never go anywhere without headphones, and my music collection takes up more space in my...

      • For Infrastructure & Operations Professionals

        Charts & Figures:Tablet Owners Adopt And Use More Business Apps Than Smartphone Owners

        Road Map: The Workforce Enablement Playbook

      • For Infrastructure & Operations Professionals

        Report:Update 2010: Training And Recruiting Mobile Operations Professionals

        IEEE Steps In With A Standard For Mobility Infrastructure Experts

        Understanding mobile technology was a key priority for IT managers in June 2008 when Forrester originally published this report. Controlling cost was paramount and new investments were stagnated, but...

        • Downloads: 215
      • For Security & Risk Professionals

        Report:Define A Road Map For Mobile Security And Operations

        Road Map: The Mobile Security And Operations Playbook

        This report outlines the road map of Forrester's solution for security and risk (S&R) executives working with their counterparts in infrastructure and operations (I&O) to build a five-year technology...

        • Downloads: 1151
        • Rating:
      • For Infrastructure & Operations Professionals

        Report:Create A Habitat Of Technology Engagement And Enablement For Your Workforce

        Executive Overview: The Workforce Enablement Playbook

        BYOD. BYOPC. Consumerization. These are the words that send shivers down the spines of infrastructure and operations (I&O) professionals responsible for "end user computing" in their companies....

        • Downloads: 116
      • For Infrastructure & Operations Professionals

        Report:Market Overview: Smartphone Management

        Empower Workers With The Freedom To Choose Their Preferred Mobile Devices

        Within the next 12 to 18 months, most IT managers worldwide will significantly alter their client computing strategies, and this will have a profound impact on smartphone adoption and management....

        • Downloads: 2481
      • For Security & Risk Professionals

        Report:Apps Everywhere: Understanding The Need For Mobile Application Management

        Integrate Mobile Application Management Into Your Mobility Strategy

        Proactive IT executives are extending their mobility strategies beyond deploying and managing mobile devices and platforms with primarily corporate email access to include a wide range of mobile...

        • Downloads: 220
      • For Infrastructure & Operations Professionals

        Report:Redefine Your Mobile Policy To Empower Workers

        Policy And Procedures: The Mobile Security And Operations Playbook

        This report outlines the policy recommendations of Forrester's solution for security and risk (S&R) and infrastructure and operations (I&O) executives working on mobile and security...

        • Downloads: 2840
      • For Infrastructure & Operations Professionals

        Report:Corporate Desktop Operating System And Browser Trends, Q2 2010 To Q2 2011

        I&O Execs Need To Prepare For Heterogeneous Environments As They Plan Their Next-Generation Desktop Strategies

        Most infrastructure and operations (I&O) managers are in the late planning stage or early deployment phase of their next-generation desktop. This long overdue transformation will introduce...

        • Downloads: 820
        • Comments: 1
      • For Security & Risk Professionals

        Report:Build A Corporate App Store Into Your Corporate Mobility Strategy

        Manage Mobile Complexity Through A Corporate App Store

        Today, many employees use their personally owned smartphones and tablets for work to access a variety of mobile applications. Some companies are also proactively deploying mobile applications to...

        • Downloads: 331
        • Rating:
      • For Infrastructure & Operations Professionals

        Report:Market Overview: Cloud-Hosted Mobile Device Management Solutions And Managed Services

        Support Empowered Workers Better By Managing Your Enterprise Mobility Strategy Efficiently And Securely

        To implement your enterprise mobile strategy, IT infrastructure and operations (I&O) professionals must invest in a mobile device management (MDM) solution. This essential technology allows I&O...

        • Downloads: 1941
        • Rating:
      • For Infrastructure & Operations Professionals

        Blog:Symantec’s Acquisition Of Nukona Is A Signal That Mobile Management Is Finally Growing Up

        On Tuesday, Symantec announced it will acquire Nukona – an application management solution. Haven’t heard of them? I don’t blame you. And here’s why: The scope of mobile...

        • For Security & Risk Professionals

          Report:Develop Mobile Operations And Security Balanced Scorecards

          Performance Management: The Mobile Security And Operations Playbook

          This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...

          • Downloads: 438
        • For Security & Risk Professionals

          Report:Charter A Mobility Council With Seven Tasks

          Stakeholder Needs: The Mobile Security And Operations Playbook

          Smartphones, tablets, and the rise of bring-your-own-device (BYOD) programs have put tremendous pressure on IT to revamp and rethink its mobile strategy: everything from procurement and development...

          • Downloads: 847
          • Rating:
        • For Infrastructure & Operations Professionals

          Report:Build A Corporate App Store Into Your Workforce Computing Strategy

          I&O Should Manage Mobile Complexity Through A Corporate App Store

          Today, employees are using personally owned smartphones and tablets at work, and firms are leveraging an array of mobile applications to interact with employees, customers, partners, and suppliers....

          • Downloads: 354
          • Rating:
        • For Infrastructure & Operations Professionals

          Client Inquiry:Transition Employees From Blackberry To iPhone

          Q

          • For Infrastructure & Operations Professionals

            Report:Updated 2010: Windows 7 Commercial Adoption Outlook

            Windows 7 Adoption Drives Firms To A Modern Desktop Powered By New Hardware, Operating System, Browser, And Office Suite

            More than one year after its general availability (GA) launch, Windows 7 powers one out of every 10 PCs within North American and European companies. While far from overwhelming — especially...

            • Downloads: 580
          • For Infrastructure & Operations Professionals

            Report:10 Lessons Learned From Early Adopters Of Mobile Device Management Solutions

            Support For Tablets And Employee-Owned Devices Drives IT To Invest In Mobile Device Management Solutions

            Tablets and employee-owned devices are crippling infrastructure and operations (I&O) professionals' existing mobile strategies, tools, and people resources. I&O managers must now ensure the integrity...

            • Downloads: 1607
            • Rating:
          • For Infrastructure & Operations Professionals

            Report:Updated 2011: The Mobile Operating System Wars Escalate

            An Empowered Report: IT Focuses Attention On BlackBerry, iOS, And Android

            The commercial mobile device landscape continues to evolve dramatically, and the days are numbered for limiting IT support to a single mobile operating system (OS). Google Android and Apple iOS are...

            • Downloads: 937
          • For Infrastructure & Operations Professionals

            Report:Develop Your Workforce Computing Balanced Scorecard

            Performance Management: The Workforce Enablement Playbook

            This report outlines Forrester's solution for developing effective metrics to measure the performance of your workforce computing initiatives. Identifying and implementing a comprehensive, relevant...

            • Downloads: 133
          • For Infrastructure & Operations Professionals

            Blog:What Does Google's Acquisition Of Motorola Mobility Mean To I&O Professionals?

            Google sent shock waves through the mobile world this morning as it announced a planned acquisition of Motorola Mobility for $12.5 billion in cash. The initial commentary has largely focused around...

            • For Infrastructure & Operations Professionals

              Report:Build A Road Map For Workforce Computing

              Road Map: The Workforce Enablement Playbook

              This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their five-year technology road map for workforce computing. This is important because into...

              • Downloads: 155
              • Rating:
            • For Infrastructure & Operations Professionals

              Report:Case Study: The Homecoming King

              J.P. Morgan Improves Performance And Responsiveness By Bringing Its Retirement Plan Services' Infrastructure In-House

              As more multiyear infrastructure outsourcing contracts come up for renewal, we see a surge of I&O teams looking to bring infrastructure back in-house. But how do you go about it? J.P. Morgan went...

              • Downloads: 269
            • For Infrastructure & Operations Professionals

              Report:Market Overview: On-Premises Mobile Device Management Solutions

              Support Empowered Workers Better By Managing Your Enterprise Mobility Strategy Efficiently And Securely

              To implement your enterprise mobile strategy, IT infrastructure and operations (I&O) professionals must invest in a mobile device management (MDM) solution. This essential technology allows I&O...

              • Downloads: 1904
              • Rating:
             
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