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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3624 results in Reports

    • For eBusiness & Channel Strategy Professionals

      Report:The Global eCommerce Opportunity

      Landscape: The eCommerce Globalization Playbook

      Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

      • Downloads: 1259
      • Rating:
    • For Enterprise Architecture Professionals

      Report:Look Beyond Technology For Content Management Success

      Executive Overview: The Content Management Playbook

      Enterprises continue to struggle under increasing volumes of varying types of content. Historically, enterprise architecture (EA) professionals have taken a product-specific approach to their...

      • Downloads: 442
    • For Application Development & Delivery Professionals

      Report:The Standalone Business Rules Platform Market Segment Should Be Growing Faster

      Market Overview: Business Rules Platforms In 2013

      The market for business rules technologies is healthy, but the standalone platform segment is growing more slowly than it should. Most enterprises should use standalone business rules platforms to...

      • Downloads: 391
      • Rating:
    • For Marketing Leadership Professionals

      Report:Don't Confuse Tablet And Mobile Marketing

      Contextual Marketing Demands A Unique Approach To Tablets

      Too many marketing leaders still lump tablets and smartphones in the same mobile bucket. That's a mistake. Why? Because tablets are not primarily mobile devices. Instead, they are mostly used within...

      • Downloads: 639
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    • For Customer Insights Professionals

      Report:Culture, Data, And Technology Are Key Ingredients For Measurement Success

      Strategic Plan: The Cross-Channel Attribution Playbook

      A key piece in cross-channel attribution is developing a strategy that outlines where the organization needs to progress to achieve attribution nirvana. To be successful at cross-channel attribution,...

      • Downloads: 285
      • Rating:
    • For Enterprise Architecture Professionals

      Report:How To Embed BA In The Organization

      Continuous Improvement: The Business Architecture Playbook

      While IT planning is a common starting point for business architecture (BA) efforts, the methods and techniques really come into their own when applied to critical business problems. BA addresses a...

      • Downloads: 352
    • For CMO Professionals

      Report:Thought Leadership: The Next Wave Of Differentiation In B2B Marketing

      Introducing Forrester's IDEA Framework For Thought Leadership Marketing

      From medical devices to heavy equipment, business-to-business (B2B) marketers need to position their firms as thought leaders on the issues their buyers face. But most firms don't have a process or...

      • Downloads: 1598
      • Rating:
    • For eBusiness & Channel Strategy Professionals

      Report:Three Disruptive Payment Trends In 2013

      Greater Customer Value And Shifting Economics Will Shape The Future Of Payments In The US

      As we charge forward into 2013, the consumer payments industry will experience heightened competition and new challenges to the status quo. There are many forces reshaping the world of payments. This...

      • Downloads: 1226
      • Comments: 2
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    • For CMO Professionals

      Report:Marketers Need To Put Money Where A Consumer's Mouth Is

      How Consumers Discover New Brands, Products, And Services

      This report, originally written for market insights professionals, includes important content for CMOs and marketing leaders looking to improve discovery of their products and services. The discover...

      • Downloads: 352
      • Rating:
    • For CIO Professionals

      Report:Segmenting The US Tech Market

      SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

      For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

      • Downloads: 627
    • For Enterprise Architecture Professionals

      Report:Focus On Customer Value To Grow Organizational Maturity

      Most organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the culture of their organization and set it on the path toward continuous improvement....

      • Downloads: 237
    • For Customer Experience Professionals

      Report:Case Study: Cisco Quad Gives Employees CARS Experiences

      Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equally...

      • Downloads: 144
      • Rating:
    • For Security & Risk Professionals

      Report:Maximize Business Performance With A World-Class GRC Program

      Executive Overview: The Governance, Risk, And Compliance Playbook

      Unexpected events are at best distracting and at worst catastrophic for an organization as it strives to meet its objectives. Risk and compliance professionals must help their colleagues anticipate...

      • Downloads: 429
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:Predictions For 2014: Technology Monitoring

      Monitoring Advances From Providing Reactive Information To Predictive Business Insights

      In 2014, technology monitoring priorities for infrastructure and operations (I&O) professionals can no longer only focus on technology offerings that serve internal business services but must also...

      • Downloads: 249
    • For Marketing Leadership Professionals

      Report:Western European Social Media Marketing Forecast, 2012 To 2017

      Growth Slows But Remains Strong Despite Legislative Uncertainty

      Social media marketing spending in the European Union (EU) will rise over the next five years, boosted by increasing numbers of addressable devices; consumers' willingness to use them; continued...

      • Downloads: 296
    • For Security & Risk Professionals

      Report:The Data Center Services Market In Japan, 2013 To 2016

      Providers Must Address Energy Efficiency And Governance To Thrive

      Over the past 18 months, all of the significant data center players in the Japanese market -- telcos, vendors, service providers, and systems integrators (SIs) -- have been aggressively investing in...

      • Downloads: 193
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Point Of Service, Q2 2012

      Epicor, Fujitsu, Microsoft, Micros Retail-J, NCR, Oracle, And Wincor Nixdorf Lead, With JDA, Micros Xstore, Retalix, And SAP Close Behind

      In Forrester's 70-criteria evaluation of point-of-service (POS) vendors, we identified the most significant solution providers in this category — Epicor Software, Fujitsu, NCR, JDA Software,...

      • Downloads: 1000
      • Rating:
    • For Enterprise Architecture Professionals

      Report:Assessing Organizational Readiness For A Business Architecture Program

      Assessment: The Business Architecture Playbook

      Business architecture (BA) provides a coordinating framework for organizational analysis and change, helping to integrate different groups of stakeholders who often pursue subtly divergent...

      • Downloads: 624
      • Rating:
    • For Marketing Leadership Professionals

      Report:Forrester Research Connected Devices Forecast, 2011 To 2016 (US)

      ForecastView Spreadsheet

      Adoption, ownership, and life cycle for Blu-ray Disc players, console game devices, and HDTVs. Contains data for each device on connectable and connected households. Includes historical data going...

      • Downloads: 5
    • For Customer Insights Professionals

      Report:CI Professionals: Plan For The Future Of Cross-Channel Marketing

      The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But...

      • Downloads: 1067
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    • For Sourcing & Vendor Management Professionals

      Report:SaaS Capabilities Maturity Assessment

      A Self-Test For Identifying Readiness To Gain Value From SaaS

      Enterprise software-as-a-service (SaaS) usage is proliferating across categories as companies see benefits such as business agility, rapid time-to-value, and pay-as-you-go pricing models. But...

      • Downloads: 444
    • For Security & Risk Professionals

      Report:Quick Take: IBM Buys Trusteer And, With It, Better, More-Intelligent Data-Centric Security

      Prospects Are Good For This Acquisition, Which Matches Complementary Strengths

      On August 15, 2013, IBM announced its acquisition, for an undisclosed sum, of Trusteer, a fraud protection and cybersecurity firm focused primarily on providing services to banking customers. With...

      • Downloads: 163
    • For Marketing Leadership Professionals

      Report:Forrester Research Online Display And Search Marketing Forecast, 2012 To 2017 (Asia Pacific)

      ForecastView Spreadsheet

      Online advertising spend for the Asia Pacific countries of China, India, Japan, South Korea, and Australia. Includes online display advertising and search marketing spending by country. Includes data...

      • Downloads: 2
    • For Application Development & Delivery Professionals

      Report:Empower Customers By Transforming Business Processes

      A Roundtable Discussion With Forrester Analysts

      Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...

      • Downloads: 970
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Retailing Online 2013: Key Metrics And Initiatives

      eCommerce continues to grow at a rapid pace; on average, the retailers surveyed for Forrester and's annual The State of Retailing Online study experienced 28% growth in sales in 2012 over...

      • Downloads: 1386
      • Rating: