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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147 results in Reports

  • Forrester Wave
  • For Customer Experience Professionals

    Report:The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

    Medallia And MarketTools Lead With Strong Performers Close Behind

    In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

    • Downloads: 944
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: EA Management Suites, Q2 2013

    The 10 Providers That Matter Most And How They Stack Up

    There is a plethora of vendors in the enterprise architecture management suite (EAMS) market that, like many EA practices themselves, excel at only a portion of a comprehensive EA practice. It is not...

    • Downloads: 796
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Public Cloud Platforms, Q2 2013

    One Size Does Not Fit All Developer Needs

    Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...

    • Downloads: 1973
  • 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: 899
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Web Analytics, Q2 2014

    The Six Providers That Matter Most And How They Stack Up

    In Forrester's 75-criteria evaluation of web analytics vendors, we identified the six most significant software providers in the category — Adobe, AT Internet, Google, IBM, SAS Institute, and...

    • Downloads: 640
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Email Marketing Vendors, Q3 2014

    An Evaluation Of Nine Enterprise-Class Email Vendors

    In Forrester's 34-criteria evaluation of email marketing vendors, we identified the nine most significant providers — Acxiom, Epsilon, Experian Marketing Services, Oracle Responsys, Salesforce...

    • Downloads: 331
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: B2B Commerce Suites, Q4 2013

    The "Big Three" Lead The Pack, But Several Emerging Players Trail Closely Behind

    In Forrester's 66-criteria evaluation of B2B commerce suite vendors, we identified the seven most significant providers in the category — commerceserver.net, hybris (an SAP company), IBM,...

    • Downloads: 905
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Social Risk And Compliance Solutions, Q2 2014

    Ten Vendors That Enhance Social Media Engagement While Mitigating Risk And Enforcing Compliance

    Near ubiquitous use of social media both within and outside of businesses today drastically increases companies' exposure to new levels of risk. With the benefits of engaging through social channels...

    • Downloads: 298
  • For CIO Professionals

    Report:The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012

    In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers — Box, Cisco Systems,...

    • Downloads: 1241
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Financial Performance Management, Q3 2013

    How The Top 11 Providers Stack Up In A Rapidly Evolving Market

    In Forrester's 55-criteria evaluation of financial performance management (FPM) vendors, we identified the 11 most significant software providers — Adaptive Planning, Host Analytics, IBM,...

    • Downloads: 511
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Data Management Platforms, Q3 2013

    DMP Providers That Matter Most For Marketers And How They Stack Up

    In Forrester's 70-criteria evaluation of data management platform (DMP) vendors, we evaluated the seven most significant providers — Adobe, Aggregate Knowledge, Blue Kai, CoreAudience, Knotice,...

    • Downloads: 1283
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Human Resource Management Systems, Q1 2012

    Workday Leads, Followed By Oracle PeopleSoft, Oracle EBS, And SAP

    Forrester's 69-criteria evaluation of human resource management system (HRMS) vendors found that Workday, Oracle PeopleSoft, Oracle E-Business Suite (EBS), and SAP lead the pack; each has its own...

    • Downloads: 2449
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Oracle Application Services Providers, Q1 2014

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 35-criteria evaluation of Oracle application services (hereafter referred to simply as "Oracle services") providers, we identified the nine largest global partners in terms of...

    • Downloads: 328
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Global Commerce Service Providers, Q1 2012

    SapientNitro, Deloitte, And IBM GBS Lead, With A Strong Pack Of Contenders Close Behind

    In Forrester's 72-criteria evaluation of the top 12 global commerce service providers (GCSPs), we found that SapientNitro, Deloitte, and IBM Global Business Services (GBS) led the pack with their...

    • Downloads: 1626
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Software Product Development Services, Q1 2014

    In A Shifting Software PDS Market, HCL And EPAM Systems Emerge As Leaders

    In Forrester's 14-criteria emerging market evaluation of software product development services (PDS) vendors, we identified the 11 most significant providers — EPAM Systems, GlobalLogic, HCL,...

    • Downloads: 266
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Enterprise Backup And Recovery Software, Q2 2013

    The Six Providers That Matter Most And How They Stack Up

    In Forrester's 61-criteria evaluation of enterprise backup and recovery software vendors, we identified the six most significant software providers — ASG, CommVault, EMC, HP, IBM, and Symantec...

    • Downloads: 581
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

    • Downloads: 284
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Product Information Management (PIM), Q2 2014

    Hybris (An SAP Company), IBM, Informatica, Riversand, And Stibo Systems Lead The Pack, With A Robust Set Of Midmarket Players Close Behind

    In Forrester's 19-criteria evaluation of product information management (PIM) vendors, we identified the 10 most significant providers in the category — ADAM Software, Agility Multichannel,...

    • Downloads: 307
  • For Customer Experience Professionals

    Report:The Forrester Wave™: EFM Vendors, Market Insights Platform Providers, Q3 2011

    IBM SPSS, Globalpark (QuestBack), and Confirmit Lead A Strong, Close Pack

    In Forrester's 76-criteria evaluation of five market-insights-focused enterprise feedback management (EFM) vendors, we found that IBM SPSS; Globalpark, a QuestBack company; and Confirmit led the...

    • Downloads: 798
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Sell-Side Platforms, Q1 2012

    AppNexus and Admeld Lead, With Multiple Vendors Close Behind

    In Forrester's 34-criteria evaluation of sell-side platform vendors, we found that AppNexus and Admeld led the pack because of their highly granular controls for publishers and proven ability to...

    • Downloads: 727
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

    Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

    In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

    • Downloads: 255
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Cross-Channel Campaign Management, Q1 2012

    How Eleven Vendors Tackle A Mature, Yet Rapidly Evolving, Category

    In Forrester's 81-criteria evaluation of cross-channel campaign management (CCCM) vendors, we identified, researched, and scored 12 products from 11 providers: Alterian, Aprimo, ExactTarget, IBM,...

    • Downloads: 2376
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Loyalty Program Service Providers, Q4 2013

    The Eight Providers That Matter Most And How They Stack Up

    Forrester identified the eight most significant customer loyalty service providers — Aimia, Brierley+Partners, Connexions Loyalty, Epsilon, Kobie Marketing, Bond Brand Loyalty (formerly Maritz...

    • Downloads: 590
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Enterprise Content Management, Q3 2013

    The enterprise content management (ECM) market has continued to diversify, with vendors turning to solutions focused on business and transactional content technologies. End users are looking for ways...

    • Downloads: 1566
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Big Data Predictive Analytics Solutions, Q1 2013

    Predictive analytics enables firms to reduce risks, make intelligent decisions, and create differentiated, more personal customer experiences. But predictive analytics is hard to do without the right...

    • Downloads: 4031