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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3672 results in Reports

    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Enterprise Business Intelligence Platforms, Q4 2013

      The 11 Providers That Matter Most And How They Stack Up

      In Forrester's 72-criteria evaluation of enterprise business intelligence (BI) platform vendors, we identified the 11 most significant software providers — Actuate, IBM, Information Builders,...

      • Downloads: 1237
    • For Security & Risk Professionals

      Report:Quick Take: HyTrust Acquires HighCloud To Strengthen Its Cloud Management And Security

      Acquisition Is A Harbinger Of A Cloud Security Feeding Frenzy

      On November 7, 2013, HyTrust, best known as a virtualization security and compliance specialist, announced its acquisition of HighCloud Security, a cloud encryption provider, for an undisclosed sum....

      • Downloads: 96
    • For Application Development & Delivery Professionals

      Report:Content And Commerce: The Odd Couple Or The Power Couple?

      How To Choose Between Using A Web Content Management Solution, An eCommerce Platform, Or Both

      Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

      • Downloads: 275
    • For Customer Insights Professionals

      Report:The New Privacy: It's All About Context

      Adopt Contextual Privacy To Gain A Market Advantage

      "Privacy is dead": It's a trope so often repeated you might actually think it's true. But in the age of smartphones and sensors, privacy is not only possible, it's essential for building trust, the...

      • Downloads: 397
    • For Customer Experience Professionals

      Report:How To Solve The CX Technology Puzzle

      Tools And Technology: The Customer Experience Ecosystem Playbook

      Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based...

      • Downloads: 376
    • For CIO Professionals

      Report:China Tech Market Outlook: 2014

      Tougher Conditions Await Global Brands As Local Vendors Grab A Larger Share Of The World's Third-Largest Market

      IT purchases in China will reach $113 billion in 2013, making it the third-largest tech market in the world after the US and Japan. China is still largely a hardware-driven market, but spending on...

      • Downloads: 269
    • For Marketing Leadership Professionals

      Report:The Social Behaviors Of Your B2B Customers

      A B2B-Focused Analysis Of The Landscape For The Social Marketing Playbook

      As a business-to-business (B2B) marketer, you need to engage your customers and prospects throughout a complex customer life cycle that frequently lasts longer than a business-to-consumer (B2C) life...

      • Downloads: 655
    • For CIO Professionals

      Report:Pioneer Vendors: Smart, Connected Products For The Internet Of Things

      Five Startups Transforming Customer Experience In A Connected World

      Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

      • Downloads: 696
    • For Customer Experience Professionals

      Report:Drive Customer-Centric Employee Behavior With Rewards And Recognition

      Companies that want to deliver great customer experiences need to engage their employees in the effort. That's why many firms set out to align their workforce by rewarding a rise in customer...

      • Downloads: 334
    • For Sourcing & Vendor Management Professionals

      Report:Sourcing Strategies For Next-Generation Network Services

      Strategic Plan: The Telecommunications And Mobility Playbook

      Enterprises with distributed business operations need a new sourcing strategy for next-generation network services. It should be user-centric in order to achieve business objectives. It must also...

      • Downloads: 184
    • For Infrastructure & Operations Professionals

      Report:Workload-Centric Infrastructure Ignites Software-Defined Networking

      It's Not Yet Ready For Prime Time, But I&O And Vendors Have A Lot To Do Before It Gets Here

      Infrastructure and operations (I&O) teams are aligning themselves and infrastructure around key workloads to drive greater simplicity and efficiency. In kind, the networking industry has responded by...

      • Downloads: 541
    • For Infrastructure & Operations Professionals

      Report:Case Study: Commonwealth Bank Of Australia Gets Service-Oriented Via Cloud Computing

      Transforms IT From Cost Center To Innovation Center By Leveraging Cloud And Policy-Based Orchestration

      Facing rising IT infrastructure costs, inflexible vendor contracts, and labor-intensive processes, Commonwealth Bank of Australia (CBA) undertook a massive IT transformation over the last five years....

      • Downloads: 463
    • For Sourcing & Vendor Management Professionals

      Report:Why Strong Vendor Management Is Essential To Managed Services Relationships

      Changing Vendor Risks Highlight Why Internal Stakeholders Need Your Help

      In a recent Forrester survey, senior IT professionals ranked "security concerns about giving work to a third party" as their greatest concern about moving into managed services relationships....

      • Downloads: 698
    • For Security & Risk Professionals

      Report:An S&R Pro's Guide To Security To, In, And From The Cloud

      Embrace Cloud As Part Of The Shift To Business Technology

      As organizations rapidly adopt cloud-based infrastructure, platform, and application services, cloud security continues to be a major concern. Now, security and risk professionals need to provide a...

      • Downloads: 531
    • For eBusiness & Channel Strategy Professionals

      Report:Boost Customer Relationships Through Mobile Services

      Executive Overview: The Mobile eBusiness Playbook

      eBusiness and channel strategy professionals are faced with the challenge of an ever more connected consumer. Yet only recently have they begun to set mobile strategies in place. The mobile eBusiness...

      • Downloads: 903
    • For Security & Risk Professionals

      Report:Quick Take: IBM Announces A Streamlined Fraud Management Portfolio

      But Integration And Vertical Readiness Questions Remain

      On March 19 and 20, 2014, IBM hosted close to 110 analysts, customers, and partners mainly from North America for a two-day event in New York City. Discussion focused on organizational aspects and...

      • Downloads: 110
    • For Sourcing & Vendor Management Professionals

      Report:Use Forrester's Software Supplier Tiering Framework To Increase Your Negotiation Power

      A Performance Management Toolkit Within The Strategic Software Sourcing Playbook

      One of the foundations of strategic software sourcing is a forward-looking categorization of suppliers that identifies preferred sources of new technology, above and beyond product-specific decision...

      • Downloads: 159
    • For Customer Experience Professionals

      Report:Hiring The Right Customer Experience Team For Greater CX Maturity

      Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when...

      • Downloads: 329
    • For Application Development & Delivery Professionals

      Report:Quick Take: Microsoft's Asia Pacific Analyst Summit 2013

      Clear Signs Of Progress Despite Obvious Internal Resistance

      Forrester attended Microsoft's second annual Asia Pacific Analyst Summit in Singapore last week for an update on the company's progress in transforming into a devices and services company. The event...

      • Downloads: 81
    • For Customer Experience Professionals

      Report:Quick Take: Amazon's Mayday Turns Customer Support Into Customer Experience

      Amazon.com's recently announced Mayday customer support feature is a major improvement on existing approaches, enabling customers to connect to live customer support professionals 24x7x365 —...

      • Downloads: 308
    • For Application Development & Delivery Professionals

      Report:Application Delivery In The Modern Age

      Vision: The Modern Application Delivery Playbook

      Rapid evolution in cloud and mobile applications and the permeation of social media throughout the developer community have led to a new approach in the way that organizations deliver business value...

      • Downloads: 496
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester Wave™: Global BYOD Management Services, Q2 2014

      Analysis Of 13 Top Integrators And Specialists Representing The Emerging BYOD Ecosystem And How They Stack Up

      Enterprise mobility is a top item on every organization's business and IT agenda — a reflection of the "mobile mind shift" that has already made its mark on 21st century business. Mobile...

      • Downloads: 204
    • For Enterprise Architecture Professionals

      Report:TechRadar™: Enterprise DBMS, Q1 2014

      In-Memory, NoSQL, And DBaaS Forge Ahead; Relational And Data Warehouses Focus On Innovation; And Market Starts Consolidating

      Today, enterprises face increasing data management challenges, largely because of growing data volumes, data security issues, the need for real-time information, integration of structured with...

      • Downloads: 375
    • For Security & Risk Professionals

      Report:Market Overview: Endpoint Encryption Technologies, Q1 2013

      Protect Your Sensitive Data With Endpoint Encryption

      Security and risk (S&R) professionals often turn to endpoint encryption technologies to protect corporate data, meet regulatory requirements, and prevent accidental data leaks. Full disk and...

      • Downloads: 453
    • For Security & Risk Professionals

      Report:The Forrester GRC Maturity Model

      The Forrester governance, risk, and compliance (GRC) model is designed to provide you with a consistent and objective approach for evaluating the maturity of your GRC program. This model consists of...

      • Downloads: 64