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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43 results in Reports

  • Customer Relationship Management (CRM)
  • Forrester Wave
  • 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: 234
  • 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: 601
  • 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 Enterprise Architecture Professionals

    Report:The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

    Vendors Target Interactive Use Cases And Corporate Solutions

    Customer communications management is a frequent topic of inquiries by Forrester clients who are looking for direction on how to update their technology for new business demands and usage patterns...

    • Downloads: 543
  • For Sales Enablement Professionals

    Report:The Forrester Wave™: Partner Relationship Management (PRM) Platforms, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 40-criteria evaluation of partner relationship management (PRM) platform vendors, we identified the seven most significant software providers in the category — Channeltivity,...

    • Downloads: 291
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013

    Comparing The Top 10 Salesforce.com Implementation Services Options Worldwide

    In Forrester's 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture,...

    • Downloads: 775
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: EMEA Workplace Services, Q2 2013

    Providers Driving Workplace Services In EMEA

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

    • Downloads: 448
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: North American Workplace Services, Q2 2013

    Evaluating Leading Providers Amidst A Category Redefinition

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

    • Downloads: 464
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Global Workplace Services, Q1 2013

    Evaluating Leading Providers Amidst A Category Redefinition

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

    • Downloads: 520
  • 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: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: 1577
  • 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: 1963
  • For Customer Experience Professionals

    Report:The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

    Medallia And MarketTools Lead With Strong Performers Close Behind

    In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

    • Downloads: 944
  • Report:The Forrester Wave™: Document Output For Customer Communications Management, Q3 2011

    Vendors Target Interactive Use Cases And Corporate Solutions

    In Forrester's 36-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found improved product capabilities to support structured, interactive, and...

    • Downloads: 1468
  • For Application Development & Delivery Professionals

    Report:Community Platforms Extend Customer Service Solutions For Increased Satisfaction Ratings

    The Forrester Wave™: Community Platforms, Q4 2010

    Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve...

    • Downloads: 347
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Salesforce.com Implementation, Q2 2011

    In A Rapidly Changing Market, Forrester Sees Increasing Vendor Differentiation

    To help clients with complex, enterprisewide salesforce.com initiatives, Forrester recently evaluated the offerings of 11 leading service providers. In this 46-criteria evaluation of salesforce.com...

    • Downloads: 1643
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

    Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of...

    • Downloads: 3032
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010

    A Crowded Market Means Lots of Choices For Buyers

    Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle...

    • Downloads: 3267
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010

    Many Choices With Robust Functionality And Sensible Price Points

    Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader...

    • Downloads: 2394
  • Report:The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009

    No Overall Market Leader Emerges As Vendors Build Out DOCCM Capabilities

    In Forrester's 95-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found no overall Leader across all segments; however, numerous Strong Performers...

    • Downloads: 1766
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Global Banking Platforms, Q1 2009

    A Compact Group Of Banking Platforms Offers Agile Banking Support

    Forrester evaluated world-leading banking platform products across 108 criteria and found that Infosys Technologies with Finacle, TCS Financial Solutions (TCSFS) with TCS BaNCS, and Temenos with T24...

    • Downloads: 1996
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Software Solutions, Q4 2008

    Define The Customer Experience Before Choosing A Vendor

    Forrester evaluated the leading customer service solution vendors across an average of approximately 180 criteria and found that the vendors still need to be grouped into three groups: interaction-,...

    • Downloads: 2849
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Sales Force Management, Q4 2008

    Our Evaluation Uncovers Several Leaders That Suit A Variety Of Sales Needs

    Forrester evaluated leading sales management solutions against 214 criteria and three scenarios: 1) multichannel sales force management; 2) direct sales force management; and 3) indirect sales force...

    • Downloads: 1213
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise CRM Suites, Q3 2008

    Buyers Face Difficult Choices In A Crowded Market

    Forrester evaluated leading enterprise CRM suite solutions against 516 criteria and found that with the latest releases of their solutions, Oracle's Siebel and SAP maintain their status as Leaders...

    • Downloads: 3272
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Midmarket CRM Suites, Q3 2008

    Solutions From Microsoft, Oracle, RightNow, And Salesforce.com Lead The Way

    In Forrester's 517-criteria evaluation of midmarket customer relationship management (CRM) solutions, we found that Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft...

    • Downloads: 1757