Forrester

For Application Development & Delivery Professionals

Report:Quantify The Business Value Of CRM

Business Case: The CRM Playbook

Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

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For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

Landscape: The Contact Centers For Customer Service Playbook

Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

• Downloads: 172
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For Application Development & Delivery Professionals

Report:The Future Of Customer Data Management

Vision: The Customer Data Management Playbook

Customer data is the lifeblood of the contemporary enterprise. It's used in virtually every function of the business, including product research, design, and development; advertising and marketing...

• Downloads: 683
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For Application Development & Delivery Professionals

Report:Transform Customer Processes And Systems To Improve Experiences

Executive Overview: The CRM Playbook

This report is the executive overview of Forrester's solution for application development and delivery (AD&D) professionals looking to implement customer relationship management (CRM) strategies and...

• Downloads: 848
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For Application Development & Delivery Professionals

Report:Choose Digital Experience Tools To Engage With Customers In A Cross-Channel World

Tools And Technology: The Digital Experience Delivery Playbook

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

• Downloads: 533
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For Application Development & Delivery Professionals

Report:Navigate The Future Of CRM In 2013

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: 1989
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For Application Development & Delivery Professionals

Report:Navigate The Future Of Customer Service

Vision: The Contact Centers For Customer Service Playbook

As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-to-end...

• Downloads: 1512
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For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

Landscape: The CRM Playbook

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

• Downloads: 452
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For Application Development & Delivery Professionals

Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

Assessment: The Contact Centers For Customer Service Playbook

This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

• Downloads: 1376
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For Application Development & Delivery Professionals

Report:Choose The Right Customer Service Solution For Your Business

Tools And Technology: The Contact Centers For Customer Service Playbook

Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

• Downloads: 347
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For Application Development & Delivery Professionals

Report:Choose The Right CRM Solutions For Your Organization

Tools And Technology: The CRM Playbook

Traversing the customer relationship management (CRM) technology landscape is challenging — particularly due to the rise of social computing, the increasing adoption of software-as-a-service...

• Downloads: 573

For Application Development & Delivery Professionals

Report:Build An Outside-In Contact Center Road Map

Road Map: The Contact Centers For Customer Service Playbook

This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

• Downloads: 332
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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. While...

• Downloads: 288
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For Application Development & Delivery Professionals

Report:Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

Customer service is a cornerstone of a company's customer experience strategy. Delivering good customer service has quantifiable benefits measured in decreased operational costs, increased repurchase...

• Downloads: 214
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For Application Development & Delivery Professionals

Report:Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

• Downloads: 562
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For Application Development & Delivery Professionals

Report:Design Your Contact Center From The Outside In

Strategic Plan: The Contact Centers For Customer Service Playbook

As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

• Downloads: 569
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For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

How The Top 18 Solutions Stack Up

During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundational...

• Downloads: 1376
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For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

The 18 Providers That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1082

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012

The 17 Solutions That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1357
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For Application Development & Delivery Professionals

Report:Transform The Contact Center For Customer Service Excellence

Executive Overview: The Contact Centers For Customer Service Playbook

Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant...

• Downloads: 757
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For Application Development & Delivery Professionals

Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...

• Downloads: 174

For Application Development & Delivery Professionals

Report:Assess CRM Capabilities To Pinpoint Opportunities

Assessment: The CRM Playbook

This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

• Downloads: 2147
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