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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748 results in Reports

  • Customer Relationship Management (CRM)
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • 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: 1
    • For Enterprise Architecture Professionals

      Report:The Things We Do For… Data

      Many Apps Give You Something For Nothing — Well, Not Quite Nothing

      Forrester has noted the growing presence of applications and websites that provide free services just to capture consumer data and market it to third parties. This report reviews examples of the...

      • Downloads: 63
      • Comments: 1
    • For CIO Professionals

      Report:Brief: The Home Depot's Age Of The Customer Transformation

      Senior Management's Digital Transformation Business Plan

      On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

      • Downloads: 86
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Big Data In Banking: It's Time To Act

      Compete In The Age Of The Customer By Making Use Of All The Available Data

      Big data is a key trend for many industries, including financial services in general and banking in particular. Key business drivers in the banking industry, such as improving customer service,...

      • Downloads: 166
    • For Infrastructure & Operations Professionals

      Report:Find The Sweet Spot For Your Bring-Your-Own-Device Program

      Continuous Improvement: The Workforce Enablement Playbook

      Infrastructure and operations (I&O) leaders have the opportunity to offload costs and responsibility while increasing productivity by launching formal bring-your-own-device (BYOD) programs that meet...

      • Downloads: 100
    • For Infrastructure & Operations Professionals

      Report:Building The Foundation For Customer Insight: Hadoop Infrastructure Architecture

      The proliferation of customer-facing data-intensive systems in almost every modern enterprise has catalyzed the rapid deployment of big data environments, commonly with Hadoop as the underlying...

      • Downloads: 182
      • Rating:
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

      In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie...

      • Downloads: 175
      • Rating:
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

      In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

      • Downloads: 88
      • Rating:
    • For Application Development & Delivery Professionals

      Report:14 Digital Customer Experience Tools To Engage With Your Customers

      Tools And Technology: The Digital Experience Delivery Playbook

      Software platforms and applications that support digital experiences present challenges to tech buyers, who are discovering a vast and immature market. Application development and delivery (AD&D)...

      • Downloads: 1286
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:The State And Direction Of Service Management: Progression, Deceleration, Or Stagnation?

      Benchmarks: The Service Management and Automation Playbook

      "How do we stack up against our peers?" is perhaps the most common question asked of Forrester, and never has this information been more important for service management and automation (SMA)...

      • Downloads: 184
    • For Sourcing & Vendor Management Professionals

      Report:Measuring Satisfaction For Technology Services

      The Importance Of Customer Satisfaction Increases For Service Provisioning

      As technology becomes a critical part of delivering value to customers, the measurement of customer satisfaction (CSAT) in outsourcing relationships rises in importance. The reputation and value of...

      • Downloads: 124
    • 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: 456
    • For Customer Experience Professionals

      Report:Voice Of The Customer Vendor Landscape, 2014

      A Customer Experience Professional's Guide To The VoC Vendor Market

      Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, inform customer experience improvements, and track the results of those improvements. To manage the...

      • Downloads: 323
    • For CIO Professionals

      Report:2014 Technology Imperatives For US Healthcare Providers

      The Regulatory Tsunami Upends US Healthcare BT

      The seismic shift in business goals brought about by the Affordable Care Act and other legislative actions are causing providers to forge new relationships with care delivery stakeholders. The...

      • Downloads: 340
      • Rating:
    • For Customer Experience Professionals

      Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

      Exercise Due Diligence When Selecting VoC Vendors

      When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

      • Downloads: 197
    • For Application Development & Delivery Professionals

      Report:Connect The Dots Between Customer Self-Service And Contact Centers

      Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

      As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

      • Downloads: 275
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of CRM In 2014

      Vision: The CRM Playbook

      The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

      • Downloads: 451
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:Setting The IT Service Desk On Fire

      Learn How To Dramatically Increase Customer Experience From Others

      For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can...

      • Downloads: 212
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of Customer Service In 2014

      Vision: The Contact Centers For Customer Service Playbook

      In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the...

      • Downloads: 2377
      • Rating:
    • For Sales Enablement Professionals

      Report:Leverage The Channel Management Technology Spectrum

      Tools And Technology: The Channel Partner Loyalty Playbook

      Channel partners' loyalty to vendors and suppliers is waning, resulting in risk to vendors' and suppliers' wallet share and revenue growth with respect to their channel partners. Channel...

      • Downloads: 100
    • For eBusiness & Channel Strategy Professionals

      Report:2013 UK Bank Secure Website Rankings

      Barclays Offers The Most Extensive Online Banking Functionality

      Digital teams at banks should continuously evaluate their secure websites to look for improvements to content and functionality. These teams need to know how their online banking functionality...

      • Downloads: 146
    • For CMO Professionals

      Report:Start To Build Your Ultimate Customer Relationship

      Digital Platforms Pave The Way For Others To Build Powerful Lifestyle-Enhancing Relationships

      Thanks to digital disruption, consumers have fully embraced a world where they use digital enablers to connect with companies more deeply than ever before. Digital platform providers like,...

      • Downloads: 334
    • For Application Development & Delivery Professionals

      Report:Chaotic Or Innovative? Discover Your Customer Data Management Maturity

      Benchmark: The Customer Data Management Playbook

      Are you a "Nomad," "Tourist," "Business Traveler," or "Explorer?" Forrester identified these four customer data management (CDM) maturity levels to help organizations determine their sophistication...

      • Downloads: 165
    • For Application Development & Delivery Professionals

      Report:Five Ways IT And Business Can Cooperate To Win At Digital Experience Delivery

      Enterprises are overhauling their digital customer experience strategies and adopting technology to address customer needs. Amid this rapid digital shift, many companies fall behind because...

      • Downloads: 293
      • Rating: