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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175 results in Reports

  • Consumer Electronics & Technology
  • For Marketing Leadership Professionals

    Report:The Increasing Sophistication Of The Digital Home

    North American Consumer Technographics®

    The US digital home has undergone major disruption in the past decade. Five years ago, the digital home was just starting to see the early stages of consumer home networking; today, the digital home...

    • Downloads: 105
  • 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: 252
  • For CIO Professionals

    Report:Pioneer Vendors: Smart, Connected Products For The Internet Of Things

    Five Startups Transforming Customer Experience In A Connected World

    Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

    • Downloads: 703
  • For eBusiness & Channel Strategy Professionals

    Report:Segmenting Buyers: Introducing Super Buyers, Connected Traditionalists, And Traditionalists

    A Technographics® Data Essentials Report

    For US consumers, the shopping experience has moved beyond the in-store experience and involves multiple other channels. Online shopping now accounts for a significant part of consumers' wallet share...

    • Downloads: 132
  • For Marketing Leadership Professionals

    Report:Digital Moms: A Demographic Overview

    North American Technographics®

    Moms (defined here as US online women ages 18 to 50 who are parents of a child younger than 18 living with them) are much like their non-mom counterparts when it comes to their basic demographics,...

    • Downloads: 319
  • For Application Development & Delivery Professionals

    Report:Four Questions Guide Web Mobile Content Management Plans

    As consumers access online content on more devices — computers, smartphones, tablets, TVs, eReaders, and even gaming consoles — managing and delivering digital content has grown...

    • Downloads: 887
  • For Marketing Leadership Professionals

    Report:Forrester Research Digital Devices Forecast, 2011 To 2016 (Europe)

    ForecastView Spreadsheet

    Personal digital device users for portable media devices, tablets, dedicated eReaders, and portable gaming devices in the seven Western European countries of France, Germany, Italy, Netherlands...

    • Downloads: 7
  • For Marketing Leadership Professionals

    Report:Global PC And Broadband Penetration

    A Technographics® Global Overview Document

    The global online population has more than doubled since 2005, but not all countries have reached saturated levels of online penetration. While the majority of consumers in the US, Europe, and...

    • Downloads: 367
  • For Marketing Leadership Professionals

    Report:Connection: The Spark That Lights Up The European Digital Home

    A Technographics® Data Essentials Document

    With 96% of European online adults using the Internet at least weekly and 99% of European online households having one or more computers (PC, laptop, netbook, iPad, or tablet) at home, the European...

    • Downloads: 96
  • For CMO Professionals

    Report:Why Marketers Must Integrate TV And Video Strategies

    In addition to the variety of media options that the digital age has brought forth, TV is the next medium to get a digital makeover. New access points to the living-room screen and the invasion of...

    • Downloads: 867
  • For Marketing Leadership Professionals

    Report:There Is No Internet Of Things — Yet

    Sensor-embedded objects — the endpoints that compose the so-called "Internet of Things" — present marketers with the opportunity to learn more about their customers and the way they use...

    • Downloads: 710
  • For Marketing Leadership Professionals

    Report:Forrester Research Interactive Marketing Forecast By Industry, 2013 To 2018 (US)

    ForecastView Spreadsheet

    Breaks out company spending on interactive marketing segmented by 12 industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search,...

    • Downloads: 12
  • For CIO Professionals

    Report:Smart Products Will Require A Hybrid CTO/CIO Skill Set

    The Burgeoning Set Of Connected Offerings Will Require New Skills

    The era of the standalone product is over. More and more offerings are becoming intelligent, connected, and thus able to provide more engaging experiences for customers in business or consumer...

    • Downloads: 400
  • For Marketing Leadership Professionals

    Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific

    Asia Pacific Consumer Technographics®

    For the past six years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. Similar to recent years, this dedicated report helps companies understand the online...

    • Downloads: 146
  • For Marketing Leadership Professionals

    Report:Forrester Research Consumer PC And Tablet Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet

    Consumer-owned devices including tablets, desktops, notebooks, netbooks, and dedicated eReaders. Includes annual sales data and installed base of these devices among consumers. Includes historical...

    • Downloads: 10
  • For Marketing Leadership Professionals

    Report:Forrester Research Pay TV Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet

    TV households by subscription service, including cable, satellite, telco, and free/online TV as well as DVR households by service. Also includes online pay TV households that pay for an online TV...

    • Downloads: 3
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, US

    North American Consumer Technographics®

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our...

    • Downloads: 237
  • For CMO Professionals

    Report:How To Ride The Rise And Fall Of Digital Devices

    The eReader Case Study Illustrates How The Next Wave Of Gadgets Will Play Out

    Our digital era has witnessed the ascent and decline of a stunning number of new devices: The PDA, the digital camera, and the dedicated MP3 player have all risen to prominence only to collapse into...

    • Downloads: 146
  • For Marketing Leadership Professionals

    Report:Emerging Touchpoints Require A Marketing Mind Shift

    Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to...

    • Downloads: 748
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 241
  • For CIO Professionals

    Report:US Tech Market Outlook For 2014 And 2015 — Solid, Steady Growth

    Customer-Facing Technologies Will See The Fastest Growth

    Our updated US tech market forecast indicates that US CIOs can plan for 6% to 7% increases in their tech budgets in 2014 and 2015, after several years in which they have had to be cautious in their...

    • Downloads: 374
  • For Marketing Leadership Professionals

    Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific, 2012

    Asia Pacific Technographics®

    For the past seven years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. As in recent years, this dedicated report helps companies understand the online and...

    • Downloads: 76
  • For Enterprise Architecture Professionals

    Report:Key Emerging Technologies Bring Opportunity To Chinese Businesses

    Chinese Enterprise Architects Must Lead Tech Research And Guide Usage To Realize Business Benefits

    Emerging technologies such as big data, mobility, and cloud are powering the age of the customer and creating a market where innovators disrupt traditional leaders and startups have greater...

    • Downloads: 135
  • For eBusiness & Channel Strategy Professionals

    Report:The Top Five Trends In Digital Wealth Management For 2012

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will...

    • Downloads: 1175
  • For Marketing Leadership Professionals

    Report:Smart Body, Smart World

    Sensors, Algorithms, And Psychology Will Power The Next Phase Of Personal Computing

    Sensor-laden devices (SLDs) such as wearables and embedded devices — sometimes called "the Internet of Things" — will drive the next phase of growth in personal computing and have the...

    • Downloads: 920