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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  • Public Sector
  • Marketing Organization & Culture

  • For eBusiness & Channel Strategy Professionals

    Report:Why The EU ePrivacy Law Will Not Kill eCommerce

    Privacy Laws Force Rich Dialogue With Customers

    Martin GillJanuary 27, 2012

    In May 2011, the EU ePrivacy Directive came into effect across Europe. This directive has met with a mixed response at a national level, with some countries jumping to hit the deadline, some stalling...

    • Downloads: 206

  • For Marketing Leadership Professionals

    Report:Privacy Matters For Online Advertisers

    Behavioral Marketers Should Prepare To Self-Regulate Data Practices

    Shar VanBoskirkSeptember 21, 2010

    Concern over consumer privacy has marketers, associations, government officials, and even technology vendors hustling to find ways to manage online data so that it is comfortable to consumers and...

    • Downloads: 458

  • For Marketing Leadership Professionals

    Report:Privacy Laws Force Rich Dialogue With Customers

    Move From On/Off Compliance Approaches To Custom Privacy Management

    Anthony MullenJanuary 13, 2012

    Governments are placing pressure on interactive marketers, in most cases by mandating clear rules around how customer data is obtained, used, and stored for marketing. While interactive marketers...

    • Downloads: 327
 
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