Forrester Research : Topic

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.

Reports (2)
Charts & Figures (6)

2 results in Reports

Marketing Methods
Robert Brosnan
Past 6 months

For Customer Insights Professionals
Report:Move Beyond Campaigns To Tap Hidden Customer Potential
Robert BrosnanMay 09, 2013
Cross-channel campaign management (CCCM) tools are the heart of the enterprise marketing platform, yet campaigns are too rigid and too rooted in batch-based techniques to allow firms to achieve...
- Downloads: 91
For Customer Insights Professionals
Report:Measure The Strength Of The Marketing Technology Stack
Performance Management: The Cross-Channel Campaign Management Playbook
Robert BrosnanMarch 15, 2013
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: 163
- Rating:

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Customer Relationship Management (CRM)

For Customer Insights Professionals

Report:Move Beyond Campaigns To Tap Hidden Customer Potential

For Customer Insights Professionals

Report:Measure The Strength Of The Marketing Technology Stack

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