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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  • Anjali Yakkundi
  • Packaged Applications

  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Processes: The CRM Playbook

    William Band, Anjali YakkundiNovember 12, 2012

    This report prescribes solution governance best practices for application development and delivery (AD&D) professionals who implement "cloud" customer relationship management (CRM) solutions. While...

    • Downloads: 283
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  • For Application Development & Delivery Professionals

    Report:Define The Right CRM Metrics

    Performance Management: The CRM Playbook

    William Band, Anjali YakkundiApril 10, 2012

    This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management...

    • Downloads: 1266
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Decide When To Buy, Build, Or Outsource BI

    Tools And Technology: The Business Intelligence Playbook

    Boris Evelson, Anjali YakkundiAugust 23, 2012

    Building custom business intelligence (BI) solutions is time-consuming and inflexible; therefore, application development and delivery (AD&D) pros heading BI projects should move away from a...

    • Downloads: 620
 
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