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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140 results in Reports

  • Forrester Wave
  • For Interactive Marketing Professionals

    Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

    The Nine Providers That Matter Most And How They Stack Up

    Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

    • Downloads: 777
    • Rating:
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Master Data Management Solutions, Q1 2014

    How The Top Five MDM Vendors Stack Up For Multiplatform

    The ability to keep pace with trends like big data, open data, sophisticated analytics, and the de-compartmentalization of data silos and processes, distinguishes leading master data management (MDM)...

    • Downloads: 606
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Traditional Disaster Recovery Service Providers, Q1 2014

    The Six Providers That Matter Most And How They Stack Up

    In Forrester's 45-criteria evaluation of traditional disaster recovery service providers, we identified the six most significant service providers — CSC, HP, IBM, Phoenix, Recovery Point...

    • Downloads: 208
    • Rating:
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: BPM Suites, Q1 2013

    How The Top 10 Vendors Stack Up For Next-Generation BPM Suites

    In Forrester's 59-criteria evaluation of business process management (BPM) suite vendors, we identified the 10 most significant software providers in the category — Appian, Bizagi, Cordys,...

    • Downloads: 1307
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  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Managed Global MPLS Services, Q1 2013

    Customers Have A Range Of Strong Options In This Mature Service Category

    In Forrester's 55-criteria evaluation of facilities-based managed global MPLS service providers, we identified and qualified 11 global network operators that offer networking services to...

    • Downloads: 520
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Digital Asset Management For Customer Experience, Q2 2012

    OpenText And Autonomy Lead The Rich Media Management Pack, With ADAM Software And Adobe Close Behind

    The digital asset management (DAM) market is fragmented and in flux. With a myriad of vendors offering anything and everything under the name "DAM," application development and delivery (AD&D)...

    • Downloads: 1550
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Business Intelligence Platforms, Q4 2013

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 72-criteria evaluation of enterprise business intelligence (BI) platform vendors, we identified the 11 most significant software providers — Actuate, IBM, Information Builders,...

    • Downloads: 949
    • Rating:
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Email Content Security, Q4 2012

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 47-criteria evaluation of email content security vendors, we identified the nine most significant vendors in the category and researched, analyzed, and scored them: Barracuda Networks,...

    • Downloads: 675
    • Comments: 3
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Global Workplace Services, Q1 2013

    Evaluating Leading Providers Amidst A Category Redefinition

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

    • Downloads: 458
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Enterprise Mobility Services, Q1 2013

    Analysis Of 13 Global Leaders' Capabilities And How They Stack Up

    Enterprise mobility is booming; organizations must connect with employees, customers, and partners in new ways and across new devices and applications. But many organizations don't know how to move...

    • Downloads: 1369
    • Comments: 1
    • Rating:
  • For CIO Professionals

    Report:The Forrester Wave™: Hybrid² Integration, Q1 2014

    The 14 Providers Offering Four Or More Integration Technologies, Including Cloud-Based Integration

    In Forrester's 51-criteria evaluation of hybrid² integration vendors, we identified the 14 most significant middleware providers — Adeptia, Bosch Software Innovations (Bosch SI), Dell...

    • Downloads: 515
    • Rating:
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q1 2014

    A Detailed Evaluation Of The 19 Most Relevant GRC Software Vendors

    Growing diversity in the governance, risk, and compliance (GRC) platform market is blurring the lines between historical subsegments, as organizations push their GRC programs into the far reaches of...

    • Downloads: 475
    • Comments: 2
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Business Intelligence Service Providers In Asia Pacific, Q4 2013

    The Eight Global Market Leaders With Strong Regional Delivery Capabilities

    Business decision-makers in Asia Pacific (AP) are increasingly aware of the importance of business intelligence (BI) and broader analytics to business strategy and execution. However, lack of...

    • Downloads: 238
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Search Marketing Agencies, Q4 2012

    360i, iCrossing, And Performics Lead The Way Toward Discovery Marketing

    In Forrester's 25-criteria evaluation of search marketing agencies, we researched, analyzed, and compared seven agencies that have search marketing services at their cores. This report details our...

    • Downloads: 637
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise ETL, Q1 2012

    Informatica, IBM, Oracle, SAP, SAS, Ab Initio, And Talend Lead, With Pervasive, Microsoft, And iWay Close Behind

    In Forrester's 60-criteria evaluation of enterprise extract, transform, and load (ETL) vendors, we found that Informatica, IBM, Oracle, and SAP maintain leadership positions thanks to their ability...

    • Downloads: 1919
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  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: SOA Service Life-Cycle Management, Q1 2012

    Software AG, Progress Software, And SOA Software Lead; IBM, Oracle, HP, And WSO2 Have Strong Solutions

    In Forrester's 55-criteria evaluation of service-oriented architecture (SOA) service life-cycle management (SLM) vendors, we found that Software AG, Progress Software, and SOA Software lead the pack....

    • Downloads: 1050
    • Comments: 2
    • Rating:
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Data Center Networking Hardware, Q1 2013

    Distinct Competencies Separate The Core Vendors

    In Forrester's 85-criteria evaluation of vendors that offered data networking solutions, Forrester identified eight significant solution providers in this category — Alcatel-Lucent, Arista...

    • Downloads: 789
    • Comments: 1
    • Rating:
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Managed Security Services: North America, Q1 2012

    The Nine Service Providers That Matter Most And How They Stack Up

    In Forrester's 60-criteria evaluation of the North American managed security services market, we identified the nine significant service providers in this category — AT&T, CSC, Dell...

    • Downloads: 1255
    • Comments: 10
    • Rating:
  • For Sales Enablement Professionals

    Report:Use The L2RM Platform Forrester Wave™ To Support Buyer Engagement

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

    This report, originally written for customer insights professionals, includes content relevant to professionals responsible for sales enablement, especially those leading marketing for B2B companies....

    • Downloads: 101
  • For CIO Professionals

    Report:The Forrester Wave™: Smart Process Applications, Q2 2013

    The 12 Smart Process App Vendors That Matter Most Today And How They Stack Up

    Smart process applications are a new and emerging category of applications designed to help CIOs and their firms improve the effectiveness of their human-centric business activities. But finding the...

    • Downloads: 634
    • Comments: 2
    • Rating:
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Risk-Based Authentication, Q1 2012

    The Six Vendors That Matter Most And How They Stack Up

    In Forrester's 16-criteria evaluation of risk-based authentication vendors, we identified the six significant vendors in this category — CA Technologies, Entrust, iovation, RSA, Symantec, and...

    • Downloads: 1223
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Loyalty Program Service Providers, Q1 2012

    Epsilon And Kobie Marketing Lead, With Brierley+Partners And Aimia Close Behind

    Companies turn to loyalty program service providers for support across the loyalty value chain — from program strategy, technology, and program management to creative, fulfillment, and...

    • Downloads: 982
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  • For Customer Insights Professionals

    Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

    After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

    • Downloads: 181
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Endpoint Security, Q1 2013

    Endpoint Security Suites Take Center Stage In The Enterprise

    In Forrester's 50 criteria evaluation of endpoint security vendors, we identified nine top providers in the category — F-Secure, IBM, Kaspersky, LANDesk, Lumension, McAfee, Sophos, Symantec,...

    • Downloads: 848
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  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 2013

    Adobe Offers A Leading Combination Of Strategy And Resources

    Web content management (WCM) software has evolved from a set of primarily technical tools for website management into broad products and suites that support the imaginations (and needs) of digital...

    • Downloads: 1949
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