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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3 results in Reports

  • Consumer Electronics & Technology
  • Marketing Measurement
  • For CMO Professionals

    Report:TV And Video Advertising Is On The Upswing In 2012

    Forrester partnered with the Association of National Advertisers (ANA) to better understand marketers' current attitudes toward TV and digital video advertising. Marketers have regained their...

    • Downloads: 826
    • Rating:
  • For Marketing Leadership Professionals

    Report:Digital Publishers: Don't Blow It With Online Video

    Protect Revenue By Creating TV-Style Opportunities For Brand Advertisers

    High online video ad CPMs and sell-through rates are blinding digital publishers to the risks facing their lucrative online video revenues. As long-tail publishers and ad networks increasingly make...

    • Downloads: 506
  • For Marketing Leadership Professionals

    Report:Case Study: ADT Improves Interactive Marketing Decision-Making By Using Dashboards

    We spoke with Frank Rivera, director of digital marketing at ADT Security Services, about how his team developed dashboards to make better data-driven decisions. Working with agencies BGT Partners...

    • Downloads: 332