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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86 results in Reports

  • Customer Service & Support
  • Application Development & Delivery
  • 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...

    • 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: 175
      • 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: 88
      • Rating:
    • 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: 1286
      • Rating:
    • 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: 275
      • 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: 2377
      • 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: 196
      • 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: 234
      • Comments: 1
    • 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: 223
      • Rating:
    • 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: 554
      • Rating:
    • 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: 624
      • 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: 679
      • Rating:
    • 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: 1029
      • 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: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: 1634
      • 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: 597
      • Rating:
    • 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: 549
      • 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: 347
      • 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: 829
      • Rating:
    • 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: 843
      • 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: 1887
      • 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: 1077
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

      Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...

      • Downloads: 195
    • 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: 2507
      • 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: 703
      • Rating: