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 Solutions
  • For Application Development & Delivery Professionals

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

    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: 997
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 1123
  • For Application Development & Delivery Professionals

    Report:The State Of Digital Experience Delivery, 2014

    Benchmarks: The Digital Experience Delivery Playbook

    Forrester recently surveyed 148 technology, marketing, and business professionals with decision-making roles in digital experience (DX) delivery technologies, and asked them about their strategies...

    • Downloads: 364
  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Processes: The CRM Playbook

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

    • Downloads: 560