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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37 results in Reports

  • Customer Relationship Management (CRM)
  • Application Development & Delivery
  • Kate Leggett
  • 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: 129
    • 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: 66
    • 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: 429
    • 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: 2357
    • Rating:
  • 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: 193
    • Comments: 2
    • Rating:
  • 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: 231
    • Comments: 1
  • 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: 550
    • Rating:
  • 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: 672
    • Rating:
  • 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: 1630
    • Rating:
  • For Application Development & Delivery Professionals

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

    • Downloads: 84
    • Rating:
  • 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: 592
    • Rating:
  • 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: 345
    • Rating:
  • 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: 822
    • Rating:
  • 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: 1883
    • Comments: 1
    • Rating:
  • 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: 1068
    • Rating:
  • 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: 700
    • Rating:
  • 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: 704
    • Rating:
  • 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: 464
  • 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: 595
    • Rating:
  • 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: 510
    • Rating:
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 852
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 879
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Turbocharge Customer Service Processes With Social Technologies

    Companies can use social technologies to help deliver a customer service experience that aligns with customer expectations, ultimately resulting in a more loyal customer base and a larger wallet...

    • Downloads: 430
  • For Application Development & Delivery Professionals

    Report:How To Implement Effective Customer Service Metrics

    Measuring the success of your customer service operation is difficult. Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational...

    • Downloads: 750
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Listening Platforms Find Traction In Customer Service Organizations

    Trends 2010: Listening Platforms

    Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how...

    • Downloads: 232
    • Rating: