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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42 results in Reports

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

    Report:CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

    • For Application Development & Delivery Professionals

      Report:The Modern CRM

      Create An Outside-In CRM Strategy With Six Key Steps

      The business benefit of customer relationship management (CRM) solutions, firmly centered around improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet,...

      • Downloads: 248
    • For Application Development & Delivery Professionals

      Report:Define The Right Metrics For Tracking CRM Success

      Performance Management: The CRM Playbook

      Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

      • Downloads: 1773
    • For Application Development & Delivery Professionals

      Report:Vendors Battle For The Heart Of The Contact Center

      Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

      • Downloads: 157
    • For Application Development & Delivery Professionals

      Report:Extend CRM Operations With Lead Generation And Management

      The Forrester Wave: Lead-To-Revenue Management Platform Vendors, Q1 2014

      This report, originally written for customer insights professionals, includes content relevant to professionals using or supporting customer relationship management (CRM) applications, especially...

      • Downloads: 235
    • 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: 602
    • 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: 258
    • 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: 732
    • 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: 2698
    • For Application Development & Delivery Professionals

      Report:Better Governance Leads To Better Customer Service — Yes, Really!

      Processes: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

      • Downloads: 256
    • For Application Development & Delivery Professionals

      Report:Embrace Continuous Improvement To Power Customer Service Operations

      Continuous Improvement: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery...

      • Downloads: 296
    • For Application Development & Delivery Professionals

      Report:Market Overview: Chat Solutions For Customer Service

      Twenty Solutions For Delivering Differentiated Experiences

      Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

      • Downloads: 654
    • 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: 775
    • 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: 1685
    • For Application Development & Delivery Professionals

      Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

      • Downloads: 90
    • 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: 652
    • 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: 377
    • 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: 903
    • 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: 1970
    • 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: 1152
    • For Application Development & Delivery Professionals

      Report:Decide Whether To Build Or Source Your Customer Service Operations

      Profiles Of Eight Leading Customer Service Outsourcing Vendors

      This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service...

      • Downloads: 719
    • For Application Development & Delivery Professionals

      Report:The Secret To Better Customer Service: High Data Quality

      Business process professionals supporting customer service operations understand the need for data but do little to take responsibility for its quality. Data management professionals, on the other...

      • Downloads: 730
    • For Application Development & Delivery Professionals

      Report:Craft Your Contact Center Investment Plans In Light Of Technology Adoption Patterns

      Navigating the contact center technology landscape for customer service is challenging. To help business process professionals who support customer service operations make smart decisions, Forrester...

      • Downloads: 476
    • For Application Development & Delivery Professionals

      Report:To Invest Wisely, Know The Business Value Of Diverse Contact Center Solutions

      To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the...

      • Downloads: 609
    • For Application Development & Delivery Professionals

      Report:How To Calculate The Cost Of Customer Service To Drive Improvements

      Measuring the actual cost of your customer service operations over the different communication channels that you support is difficult. Business process pros supporting customer service operations can...

      • Downloads: 523