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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88 results in Reports

  • Customer Service & Support
  • Application Development & Delivery
  • 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: 121
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 102
  • For Application Development & Delivery Professionals

    Report:Brief: Systems Of Engagement Take Center Stage

    The Three Complementary Classes Of Modern Software

    Software is THE crucial element of business success in the age of the customer. It captures the essence of companies' value and brand promise and provides the means of engagement for customers. For...

    • Downloads: 193
  • 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...

    • Downloads: 229
  • 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: 514
  • 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: 221
  • 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: 1495
  • 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: 421
  • 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: 2617
  • 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: 239
  • 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: 274
  • For Application Development & Delivery Professionals

    Report:Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring them...

    • Downloads: 253
  • 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: 625
  • 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...

    • Downloads: 688
  • 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: 745
  • 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: 1092
  • For Application Development & Delivery Professionals

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

    • Downloads: 88
  • 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: 1673
  • 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: 640
  • 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: 581
  • 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: 371
  • 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: 879
  • 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: 1942
  • 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: 1128
  • 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: 2555