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: 156
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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...

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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: 512
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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: 1501
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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: 434
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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: 1371
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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: 343
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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: 213
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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: 557
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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: 564
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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...

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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: 754
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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: 2136
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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: 593
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For Application Development & Delivery Professionals

Report:Update 2012: Proactive Outbound Notification Saves Money

And Provides Personalized Services To Boost Customer Satisfaction

In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending...

• Downloads: 272

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...

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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...

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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: 782

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: 827
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For Application Development & Delivery Professionals

Report:Update 2011: Are Home Agents Right For Your Contact Center?

The Challenges And Benefits Of Supporting Work-At-Home Agents

Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...

• Downloads: 378

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: 700

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: 214
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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: 312

For Application Development & Delivery Professionals

Report:Case Study: Netezza Unifies Knowledge Access For Improved Customer Service Outcomes

IBM Netezza, a provider of data warehouse and analytics appliances, needed to tame its knowledge problem. Knowledge resided in multiple sources: a customer call ticket system, a knowledge base,...

• Downloads: 236