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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256 results in Reports

  • Marketing Methods
  • For Customer Insights Professionals

    Report:Just Add Collaboration: All Functions Required For Successful Implementation

    Organization: The Cross-Channel Attribution Playbook

    This report, part of the cross-channel attribution playbook, is designed to help firms plan and coordinate activities across roles and functions and to clarify task responsibilities in successfully...

    • Downloads: 252
  • For Marketing Leadership Professionals

    Report:Tech Marketers' 2012 Investment Plans

    Money Shifts To Operations In the Tech Marketing Flywheel

    Tech marketers are making a big investment in the transition from "art to science" in 2012 as they flow more money into the activities and technologies of marketing operations. Two factors stand out...

    • Downloads: 440
    • Rating:
  • For Marketing Leadership Professionals

    Report:Put Distribution At The Heart Of Content Marketing

    Marketers Need A Solid Distribution Strategy To Drive A Return On Content Investments

    Investment in branded content is rising sharply, but too many brand marketers fail to plan for the distribution and discovery of their content. The result? Significant content investments don't reach...

    • Downloads: 570
    • Rating:
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, Q1 2014

    Due Diligence Required: These Vendors Are Great At Marketing

    In Forrester's 75-criteria evaluation of lead-to-revenue management (L2RM) platform vendors, we identified the nine most significant solution providers in the category — Act-On, Adobe,...

    • Downloads: 391
    • Rating:
  • For Marketing Leadership Professionals

    Report:Game On: Education Product Strategists Embrace Gamification

    Classroom Technology Enables New Product Innovation

    "Gamification" is a hot topic in product strategy, especially in US K-12 education. Product strategists in education are helping their customers achieve teaching and learning goals by developing...

    • Downloads: 666
  • For Marketing Leadership Professionals

    Report:Predictions 2014: Marketing Leaders Put Insights To Use

    Big Data Makes Way For Smart Data Across Social, Mobile, And Media

    Marketers have more channels to choose from than ever before. In 2014, their choices will become even more numerous, thanks to increasing device proliferation, the Internet of Things, and the...

    • Downloads: 674
    • Rating:
  • For Customer Insights Professionals

    Report:Measure The Strength Of The Marketing Technology Stack

    Performance Management: The Cross-Channel Campaign Management Playbook

    The evolution from channel-specific to cross-channel campaigns affords firms the opportunity to improve relevance and deliver sustainable competitive advantage. The processes of measuring and...

    • Downloads: 339
    • Rating:
  • For Customer Insights Professionals

    Report:Tackle Behavioral Targeting To Modernize Customer Interactions

    Benchmarks: The Cross-Channel Campaign Management Playbook

    For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...

    • Downloads: 809
    • Rating:
  • For Marketing Leadership Professionals

    Report:Extend Your Marketing Into Games

    See Through The Myths, And Tap Games As A Medium For Marketing

    Are you looking to deliver interactive, integrated marketing messages and advertising to reach an attractive, broad base of users in a medium where emotional response is predictable and guaranteed?...

    • Downloads: 299
    • Rating:
  • For Customer Insights Professionals

    Report:Marketing Tactics To Drive Your Lead-To-Revenue Strategy

    Strategy Toolkit: The Lead-To-Revenue Playbook

    This toolkit is a companion to "Develop Your Revenue Growth And Acceleration Strategy," the strategic plan report of the lead-to-revenue (L2R) playbook. In that report we introduced a strategic...

    • Downloads: 249
    • Rating:
  • For Marketing Leadership Professionals

    Report:Marketing To Millennials: The Next Generation Of Purchasing Power

    Why Marketers Must Use A Skillful Approach To Reach Millennials Effectively

    As Millennials continue to flow into the workforce, marketers will naturally focus more of their efforts on this emerging adult generation with increasing purchasing power. However, Millennials are...

    • Downloads: 1163
  • For Customer Insights Professionals

    Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

    Business Case: The Customer Loyalty Playbook

    Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

    • Downloads: 740
    • Rating:
  • For Sales Enablement Professionals

    Report:B2B Marketing Tactics: Learning From Other Verticals

    In Forrester's report, "Marketing Tactics Of Top Tech Performers," we analyzed how top-performing tech companies apply various marketing tactics and metrics, and their resultant effectiveness. In...

    • Downloads: 369
  • For Customer Insights Professionals

    Report:Two Approaches For Socializing Your Loyalty Program

    Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

    Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

    • Downloads: 312
  • For eBusiness & Channel Strategy Professionals

    Report:2D Bar Codes: Emerging Role In Sales

    An Empowered Report: 2D Bar Codes: Learn Why There's No Urgency

    2D bar codes have captured the attention of eBusiness professionals in many industries who are looking to bridge the gap between online and offline media. The stakes are high. Those who execute well...

    • Downloads: 247
  • For Marketing Leadership Professionals

    Report:Make Content Partnerships Work For Your Brand

    Link Content Partnerships With Key Elements Of Your Brand Strategy To Drive Results

    Partnerships with media organizations can play a key role in helping brands plan and execute their content marketing strategies. Media organizations can give marketers access to audiences they may...

    • Downloads: 263
  • For Sales Enablement Professionals

    Report:Mobile Is A Mainstream Content Source For Tech Buyers

    Deliver What They Want Where They Want It

    Mobile is becoming the new face of engagement. By 2016, smartphones and tablets will put power in the pockets of a billion business application buyers and/or users. Mobile is not simply another...

    • Downloads: 301
    • Rating:
  • For Marketing Leadership Professionals

    Report:Forrester Research Mobile Advertising Display And Search Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet

    Spending by companies on mobile marketing segmented by mobile advertising and search. Includes data on mobile Internet users and spending by company size.

    • Downloads: 11
  • For Sales Enablement Professionals

    Report:Use Field Marketing To Align Marketing Content With International Customer Needs

    Tech Vendors That Sell Globally Tend To Market And Localize Centrally

    Tech marketing executives are struggling to strike a balance between the control they need to communicate a consistent brand promise and deliver a consistent brand experience while also being...

    • Downloads: 234
    • Rating:
  • For Sales Enablement Professionals

    Report:Tech Channel Marketing Trends 2012

    Growth Continues In Channel-Generated Revenue Share And Investment

    It's a case of good dollars following good — channels continue to perform, in terms of revenue contribution, so tech vendors continue to invest in them. Tech marketers will be operating with...

    • Downloads: 489
  • For Marketing Leadership Professionals

    Report:How Extended Packaging Will Redefine Relationships Among Brands, Retailers, And Customers

    A European Perspective On Mobile Bar Codes

    You've seen them everywhere: in the corners of print ads, across billboards, on buses, or in pieces of direct mail — those small blocks of even smaller squares. Marketers are increasingly using...

    • Downloads: 224
  • For Marketing Leadership Professionals

    Report:2012 Interactive Marketing Predictions

    Marketing Gets Customized For Social, Local, Mobile, Multiscreen Consumers

    Social is not a channel, and mobile goes beyond the smartphone. In 2012, marketers will get this concept and realize that their customer is truly "always on." The customer of 2012 expects customized,...

    • Downloads: 1733
  • For CIO Professionals

    Report:Emerging Technology Applications For Marketing

    Marketing success is increasingly dependent on using technology to understand and communicate with customers. IT must develop a thorough understanding of marketing technology and the potential for...

    • Downloads: 959
    • Rating:
  • For Customer Insights Professionals

    Report:Lead-To-Revenue Management Tactics And Execution Assessment Tool

    This tool helps to assess lead-to-revenue management tactics and execution in various categories, including inbound and outbound attraction campaigns, lead capture and origination, lead nurturing,...

    • Downloads: 39
  • For Customer Insights Professionals

    Report:Balance People And Process To Fund L2RM

    Business Case: The Lead-To-Revenue Playbook

    In the age of the customer, business buyers have access to information that lets them explore solutions prior to engaging in a formal purchase process. This puts marketing in the hot seat to drive...

    • Downloads: 103
    • Rating: