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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3641 results in Reports

    • For Infrastructure & Operations Professionals

      Report:Q&A: The Top Questions And Answers On Enterprise Storage In H1 2013

      Your Peers Seek Answers On Storage Efficiency, Modernization, Consumerization, Performance, And Vendor Selection

      In the first half of 2013, Forrester advised over 100 enterprise IT professionals on their most important storage decisions. After analyzing these engagements, we found that the five categories of...

      • Downloads: 346
    • For CIO Professionals

      Report:Asia Pacific Technology Predictions: 2014

      The Ability To Embrace The Age Of The Customer Will Determine Success Or Failure

      The age of the customer is transforming market opportunities in Asia Pacific and will fundamentally change how firms manage technology in order to become smarter, nimbler, and more customer-focused....

      • Downloads: 531
    • For eBusiness & Channel Strategy Professionals

      Report:Asia Pacific Online Retail Forecast, 2013 To 2018

      Trends In China, Japan, South Korea, India, And Australia

      The past decade has solidified the leading role that Asia Pacific plays in the global economy, and eCommerce is no exception. Our forecast outlines the magnitude of the opportunity in the region:...

      • Downloads: 493
    • For Infrastructure & Operations Professionals

      Report:TechRadar™: Business Technology Monitoring, Q3 2013, Part 3 Of 5

      Analysis Of Business Monitoring Technologies In The "Survival" Ecosystem Phase

      In Part 3 of Forrester's TechRadar™ series on business technology (BT) monitoring, we examine eight technologies in the "Survival" ecosystem phase: business activity monitoring, cloud cost...

      • Downloads: 289
    • For Marketing Leadership Professionals

      Report:Emerging Markets Overview: China

      A Global Consumer Technographics® Report

      China, the world's most populous country, has a population of more than 1.35 billion and is the world's second-largest country by land area, covering approximately 9.6 million square kilometers....

      • Downloads: 53
    • For Customer Insights Professionals

      Report:TechRadar™: Customer Analytics Methods, Q1 2014

      Road Map: The Customer Analytics Playbook

      Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Customer insights professionals are faced with tough decisions about which combination of...

      • Downloads: 728
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester Wave™: North American Applications Outsourcing Services, Q1 2014

      Accenture And Cognizant Lead A Mature And Capable Supplier Set

      Amidst a panoply of potential threats, including insourcing pressures, rising costs, the growing threat of domestic US-based alternatives, and the potential impact of immigration reform, India-based...

      • Downloads: 571
    • For Infrastructure & Operations Professionals

      Report:How Voice-Controlled Intelligent Agents Can Redefine Computing

      Digital Companions Will Become Intermediaries — And Colleagues

      Workers are only beginning to dip their toes into voice-controlled computing: According to Telecom And Mobility Workforce Survey, Q2 2013, just over a third of workers with smartphones say they...

      • Downloads: 120
    • For Infrastructure & Operations Professionals

      Report:Evaluate New Converged Infrastructures To Underpin The Software-Defined Data Center

      The Next Evolution Of IT Infrastructure For Supporting Fully Virtualized Environments Takes A Storage-Centric Approach

      The transformation of virtual computing environments into fully software-defined data centers is disrupting the architecture of the underlying physical infrastructure. The recent wave of converged...

      • Downloads: 768
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester Wave™: EMEA Applications Outsourcing Services, Q1 2014

      IBM Leads A Mature And Capable Supplier Set

      Amidst a panoply of potential threats, including insourcing pressures, rising costs, the growing threat of domestic US-based alternatives, and the potential impact of immigration reform, India-based...

      • Downloads: 459
    • For Customer Experience Professionals

      Report:Next In Tech: Indoor Positioning

      Indoor Venues Are The Next Frontier For Location-Based Services

      Location is a cornerstone of mobile experiences and enables some of the most widely used mobile apps, such as Foursquare and Yelp. Location has also become a new battleground as Apple, Google, and...

      • Downloads: 723
    • For Infrastructure & Operations Professionals

      Report:Strategic Benchmarks 2014: Infrastructure Budgets And Priorities

      Benchmarks: The IT Infrastructure Playbook

      This playbook module is designed to provide infrastructure and operations (I&O) professionals with strategic benchmarks to compare their infrastructure budgets, priorities, motivations, and...

      • Downloads: 188
    • For Customer Insights Professionals

      Report:Plan Customer-Centric Campaign Management Requirements

      Assessment: The Cross-Channel Campaign Management Playbook

      This report outlines the capabilities assessment of Forrester's solution for customer intelligence (CI) professionals working on marketing technology. Transforming marketing programs into...

      • Downloads: 461
    • For eBusiness & Channel Strategy Professionals

      Report:Follow Best Practices To Encourage Mobile Insurance Use

      Processes: The Mobile Insurance Strategy Playbook

      The future of insurance is mobile, yet the path to that future is riddled with obstacles. One of the biggest is the low adoption rate of mobile sites and apps. This stems partly from the...

      • Downloads: 422
    • For CIO Professionals

      Report:Linking Customer Engagement To Business Capabilities In The Age Of The Customer

      Processes: The Business Technology Agenda Playbook

      This report uses business capability mapping concepts to depict how customer engagement activates business capabilities. In the age of the customer, during which knowledge of and engagement with...

      • Downloads: 576
    • For CIO Professionals

      Report:Telcos Without Networks

      Network Sharing And Outsourcing Is In Many Telcos' Future

      Network infrastructure has long been the telco business's cash cow. In recent years, this cow has suffered from a poor diet as the result of pricing pressure, network overloads, and nontelco...

      • Downloads: 818
    • For Enterprise Architecture Professionals

      Report:EA Practice Toolkit: Designing Your Operating Model And Structure

      Enterprise architecture practices have a number of choices to make when deciding where responsibilities land within their organization. Forrester sees an increasing trend for EA leaders to take more...

      • Downloads: 65
    • For eBusiness & Channel Strategy Professionals

      Report:Trends 2014: European Digital Insurance

      Digital Executives Must Lead The Transformation To Digital Business

      Digital disruption has arrived in insurance. Years of slow growth, low consumer trust, and heavy regulation have weakened incumbents. In the meantime, customer expectations have been rising, fuelling...

      • Downloads: 341
    • For Security & Risk Professionals

      Report:The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q1 2014

      A Detailed Evaluation Of The 19 Most Relevant GRC Software Vendors

      Growing diversity in the governance, risk, and compliance (GRC) platform market is blurring the lines between historical subsegments, as organizations push their GRC programs into the far reaches of...

      • Downloads: 781
    • For Enterprise Architecture Professionals

      Report:Connecting The Dots: Building An Integrated Strategy And Execution Plan

      Strategic Plan: The Strategic Planning And Portfolio Playbook

      Today's CIOs and their business partners must look at strategic planning and operational execution as a holistic, integrated process. With the business plan as the physical foundation, firms must...

      • Downloads: 621
    • For Marketing Leadership Professionals

      Report:Smart Body, Smart World

      Sensors, Algorithms, And Psychology Will Power The Next Phase Of Personal Computing

      Sensor-laden devices (SLDs) such as wearables and embedded devices — sometimes called "the Internet of Things" — will drive the next phase of growth in personal computing and have the...

      • Downloads: 932
    • For Infrastructure & Operations Professionals

      Report:What The Evolution Of Cloud Storage Means For I&O

      Over the last few years, the capabilities and reach of cloud storage services have evolved rapidly, with many organizations expressing interest in storage-as-a-service. With or without the support of...

      • Downloads: 399
    • For Marketing Leadership Professionals

      Report:Why Care About Combination Clickers

      The Most Valuable Searchers Click On Both Paid And Natural Listings

      Search marketers often try to profile consumers who click on paid ads against those who prefer natural search results. But the reality is there is little discernable difference between paid and...

      • Downloads: 336
    • For CIO Professionals

      Report:Service App Stores Will Reshape Corporate Tech Management

      Empowered Employees And The Need For Cost Transparency Will Drive Service App Stores

      App stores are the embodiment of public cloud services ranging from consumerized mobile apps to software- and infrastructure-as-a-service in the enterprise context. But, private clouds and software...

      • Downloads: 121
    • For CIO Professionals

      Report:A Better But Still Subpar Global Tech Market In 2014 And 2015

      Software Buying In The US And Other Tech Twelve Countries Will Drive 5.5% Local Currency Tech Growth In 2014

      The good news for CIOs is that improving economies in the US and elsewhere will generate cash flow to support the purchases of the new mobile, cloud, and smart technologies that are transforming...

      • Downloads: 610